Absolutely disappointing customer service

I Received a Christmas gift which was unfortunately purchase by a member of my family and was not the correct item a Mixer (not fit for purpose) Returned item on the day they were open for New Year business again on the 27 December 23 still boxed and unopened for which I was only offered a voucher for the return. I then continued to search for another item instore and online since but could not find anything within the cash value of the voucher and decided to call in on the 10th Jan spoke to the Manager Digby at the Plumstead Branch to rather ask for my cash refund he informed me they only do vouchers not cash on returns.

Then I called the Head Office seeking further recourse on the matter well this is where my rather disappointing customer service and treatment began which I did not expect from a rather reputable business and also as a customer who has previously purchased a number of quite expensive items from them in the past.

Spoke with Lucy at the Head Office on Friday 12 Jan said she will elevate my request via email to the Director who can make a decision as it is his call on this. (Had no response)

Called in again to Lucy on 16 Jan who told me she will follow-up with the Director again. (Had no response) Called in again on Friday 19th Jan this time I got to speak to Lauren who told me it's out of her hands she's passed it on and Digby will call me (Had no response or return calls)

Called in again on 25th Jan spoke to Lauren as I've had no response she said she will follow-up with Director and Digby again

It is now the 28th January and still no response from anyone. Please Paul Bothners if nobody is interested in making a courteous and Business ethic effort and willingness to respond to address my matter all I'm asking for is to please RETURN MY MONEY which is rightfully mine as I'm no longer interested in holding on to a voucher which is of no use to me as the item that you currently have available is priced above the value of the voucher and it would be expected of me to add quite a bit of money to the value of the voucher to be able to obtain the item.

Just by the way I've gone through your return Policy and does not make any reference to operating on a voucher only refund on any items purchase.

Just a pity that it has to come to this now to get your attention by placing a review on the service I received from you.