Poor management and service delivery

I am really disappointed with the Steve Madden and management at the pavilion store. I have received a Steve Madden gift. I visited the store to request if the gift can be refunded. I was told yes, it can, however I need the receipt. The receipt was given to the store manager and she then advised that the gift cannot be refunded due to the date which was passed a period for returns. This already at step 1 is unacceptable. She then advised that the gift can be exchanged for other items in store however she will need to obtain approval and revert. This meeting was two weeks ago and the store has not reverted.