I'm sorry Roger to have heard of your difficulties. I went through something a bit similar but the end result was a bit better- a few things I learned.
When calling to speak to someone at a major department store- always get the name or ID# there tends to be a bit more accountability there. Then if you don't get satisfaction- you can go to the department supervisor and give him something he/she can work with. No supervisor wants unhappy customers.
Since I don't know how far you are from your store- when there is a touchy situation always go in so they have to face you. Stand at the register do not step off to the side- ask for the department head or shift leader and do not budge. Believe me they will be more inclined to bend over backwards to please you then to have a living breathing advertisement for poor customer service where there are customers waiting to give them money.
And lasty- after over 13 yrs as the head of a Customer Service PR department never forget the people you are dealing with there are not the last link in that chain- ask for the store manager if you feel you have not gotten satisfaction. They get paid more because its their job to deal with these sort of issues. Make them earn their keep for the day instead of just hanging around the store smiling at customers and drinking orange julius'. I know they do more then that but at times thats what they only apprear to be doing.
But before you go that last leg always make sure you've exhausted (key word here) every effort to give the underlings a chance to make things right.
I went in paid in cash- they LOST my order- I went in proved I had indeed paid for it. Was promptly teamed up with a department manager who called me every 2-3 days with updates. And miraculously things began to happen.
Its very rare I have to make a call to a regional 'someone' and preface it by "I want you to know I am NOT mad at you..."
I really hope it works out for you- its nearly enough to make you want to take up drinking isn't it?
Julie
"Today I am becoming who I once dreamed to be."