Really Disappointed with customer service

I received a mug with my initials as a gift. It was from YuppieChef. There was a chip on the cup. So I emailed them asking them if I can get it replaced obviously not having the receipt as it was a gift. I was told I need to give the order number, which of course I did not have and was too embarrassed to ask the person who gave it to me as a gift. The mug is unique to YuppieChef. The consultant was adamant not to help me as he said there's nothing he can do. I am quite taken aback with the service from YuppieChef as I have never experienced this before. All I wanted to do was swop it out for a mug that didn't have a chip. I don't want the money. I just thought YuppieChef would have tried to understand and make a plan. I don't think I'll be supporting them in the future