Pathetic Service and Bad attitude

I purchased a personalised snow globe & received it yesterday.When i was inspecting it the top of the snow globe fell off and cracked with the base still in my hand. Very upset & disappointed I immediately called them to complain. I spoke to Pray who assured me he would replace the item at no charge and confirmed he would send me a new one on Monday. I asked if there was some way he could deliver by Saturday as it was a Valentine's gift, but he said that they do not work weekends. He asked me to email my details which I did. At about 1pm, I called to confirm that he had received the mail and he then stated that he had spoken to his boss and could not replace the item. I was furious and stated that we had a verbal agreement and he must keep to it as it is legally binding. He stated that he did not have the authority to make that decision. In addition, I stated that had I not called in, I would not have been aware of this. He refused to let me speak to his boss or give me his details. He insisted that I had not received a defective product. I refuted this, as it would not have broken if it was secured correctly. I WANT A REPLACEMENT AS AGREED.