House of Fraser - Horrendous Staff/Customer Service!

Warning: this is a minor rant.

A little while ago my husband bought me a Nars candle. I love Nars candles. Where we live there is only one place we can buy Nars candles and that is House of Fraser. He asked for Nars Oban and off he toddled home to give me my gift, however, inside the box was Nars Jaipur. The sales assistant had given him the wrong candle. Not a problem we thought, just take it back and exchange. So, a few weeks later I head into town with candle and ask for an exchange. I had forgotten the receipt but didn't think this would be a problem. They refused to exchange. I spoke to a Manager who still refused to exchange as I had no receipt. I told her it was their mistake but still she refused to do anything without a receipt, claiming that I could have bought the candle from Space NK which also stocks Nars. She failed to take onboard that Space NK only stock Nars cosmetics and NOT candles. I got to the point I was so frustrated that I stormed out of the shop ... i know, not the most mature way to deal with it but i was on the verge of exploding.

Fast forward a few weeks later and I go back in with the receipt and toddle down to the Nars counter... only to find an empty space! I thought they must have moved it to another area so I asked a girl nearby where it was. At this point I was informed Nars no longer trades within House of Fraser. (I later learned this was a fact the Manager I had dealt with previously knew about when I tried to exchange the first time). I explained to the girl my situation and she agreed that I should have been given the exchange in the first place, I asked to speak to a Manager to make sure my money was refunded. No Manager was available so a Supervisor of sorts came to deal with us.

Ok, this is where it gets infuriating ... I explained the situation to the Supervisor. 1st example of bad customer service - she told me Nars was no longer part of House of Fraser so could not help me. Told me to contact Nars!!! Obviously I point blank refused to do this and told her that it was House of Fraser responsibility to ensure that I was rightfully refunded.
2nd example of bad customer service - she then told me to take the candle over to Space NK and pretend I had bought it from there and have them exchange it!!!!!!!!!!!!!!!! Was this woman out of her mind? I just looked at her in sheer disbelief and advised if House of Fraser would not exchange without a receipt why on earth did she think Space NK would? Again, she persisted and tried to convince me to go to Space NK, this is when I had to explain that Space NK do not stock the candles therefore I would have looked a complete lying fool trying to exchange at their store. So then she walked away in a huff, rolling her eyes and said she would call for a Manager again.
She came back and said that the Manager told her she could take the candle back in exchange for gift vouchers. I informed the Supervisor that this was no good as we had specifically wanted the Nars Oban candle and if they no longer stock it then a gift voucher would be no good. I advised it had been their mistakes that got us to this point so they would have to rectify with a full refund.
3rd example of bad customer service - At this point she said but with a gift voucher you can buy any candle you want from House of Fraser?!! I swear she must have been on acid ... This is when i looked her in the eye and said 'I want a Nars candle!!', she then turned her back on me and said 'OH DEAR' in the sarciest, rudest manner. I had caused this woman no grief other than informing her of my situation and asking for what i was rightfully due. She then called her Manager
4th example of bad customer service - She came back and said her Manager had authorised a full refund as she couldn't be bothered and didn't have the time to deal with this kind of hassle. I smiled sweetly and replied 'Thank You'!

What a complete idiot of a woman. She was so rude, I wonder how she would deal with an awkward customer as we were more than pleasant to her. Even the girl who I initially spoke was rolling her eyes in disgust at the comments this woman was making.

Absolutely shocking.

Rant over.