Home Bargains complaint: Refusal to honour item as not fit for purpose: and insensitivity to a grieving customer.

I went to the Thetford store of Home Bargains, where I had bought 7 Leylandii plants at £2.99 each. £20.93. One of them had died, and I asked for it to be exchanged, though, as there were none there, I would have accepted the cash or reinstatement on my card. I was at till 17. The Manager was called for. An inexperienced boy of 17 was sent instead (though I didn’t know this, and though this was a representation of the Manager. I was told We don’t exchange plants. They’re different.. I explained my brother had died and I was attending to his garden, and he would have been 74 on that day. I expressed how I felt – because I was in stress and grieving, it was a bit over the top, but no threat was intended, though I was very frustrated. When he then went for another employee, supposedly the Manager, though still very young, he refused to replace the plant, because of my earlier reaction. I have been a regular, if not THE most regular customer of Home Bargains for some considerable time,, and have been treated well by many of the staff. But I was so upset that I proclaimed that I would never return again.