Horrible customer service from Sound tech promenade

I always get horrible customer service from sound tech promenade. I'm not a rude person but whenever I purchase items there I get told no refunds or exchanges, today I witnessed a customer getting a refund and I asked what makes her different that she can get her money back and got told that it didn't work on her laptop, but when I buy stuff and it does not work, I get told no refund, then I'm sitting with broken stuff at home. And the guy was so rude to me.