Poor workmanship

We visited Video Gladiators a week before Christmas to make 5x mugs as a gift. We gave the pictures and wording we wanted on the mugs and was promised it will be ready an hour later. When we collected the quality of the mugs was pathetic, pictures were blurry and not as per the examples. We indicated this to the sales person, who promised to make new one's, which could be collected two days later. On collecting the second set op mugs, it was the same quality. They refuse to give the telephone nr for the store manager/owner and promised he will contact us. They also just gave us 4 of the 5 mugs. To date we are still waiting for them to return the call and several visits did not deliver any answers