Lies from Staff and Irritation from the Manager....? Customer service???

I am utterly disgusted in the service and lies I received from Sterns N1 City. I handed in my Nomination charm on the 17th January and a week later it was evidently sent to their QA department. The charm was sent back to the store on the 5th of February and for two weeks it just laid there. Nobody was interested in sending it through to Treger Brands to have it replaced it as the staff was just too busy standing around the store, doing noting, chatting and laughing. I know this as I pass the store everyday.. Yesterday when I followed up on what's happening a lady called Shaida told me that they had sent it away two days ago. I asked for proof and she did not want to give it to me. The next day I dealt with the store manager who sounded very irritated with me, and after many calls and emails confirmed that that the link was still at the store and that the rep for Treger Brands would be collecting it from her at the store. Treger Brands did help me in a very professional manner but I do not appreciate the lies from Shaida, the irritation from the manager and the fact that I had to take all my time to follow up on work they should be doing. Seriously??