Wrong advice and bad service

Kyb Shocks I bought and was under guarantee, fitment centre did machine test to prove not in good condition. Masterparts told me to put in claim, remove old shocks but have to buy new shocks and they will refund afterwards. No they say they did in their own words, a crude test and they see nothing wrong with the shocks and it had to be on the vehicle for full inspection, so no claim. But they told me to buy new ones and then bring in the old shock. No understanding, no care, just plain sorry - not our problem.