I’m so sorry to hear about your situation when this should have been a happy time. Any retailers worth their salt should be addressing this problem and not trying to place blame on the customer. I agree with the others that you need to escalate this to someone with high enough authority to address your issue. Ask to speak to the manager and if he/she can’t help you ask for their manager and so on. Call the CEO if need be. It’s frustrating and shouldn’t take this much work on your part. I hope your issue will be resolved to your satisfaction. Good luck!