Dissatisfied client.

I would like to know why the staff doesn't know much about their policies regarding returning a replacement item, I have waited and waited only to be told "the system doesn't allow it" I would like to be contacted regarding my claim, the claim number is 38865. I really don't want to drop names in case they are not at fault but the service at Sterns Baywest is awful. TRAIN YOUR STAFF ON PRODUCT KNOWLEDGE AND POLICIES SO THAT CLIENTS DON'T MAKE UNINFORMED DECISIONS AND DRAGGING YOUR ALREADY BAD REPUTATION THROUGH THE MUD.