Terrible Service & Charging extra for Sash

Firstly I must stress the difference between the Kingston branch and Walton.Kingston shop awe had a fantastic experience there for a previous wedding.
Walton iand the difference between the 2 is vast.
We ordered a Wedding Dress in May being told it would be made to measure and would arrive at the shop in August. Measurements were taken etc, a Sash was sold to us as an extra because the assistant kept insisting it needed a little something around the Waist line.The Dress arrived approx 2 weeks later, which we believe is a Sample Dress, not only because of the speed of delivery' but the sizing was completely wrong and the Label was written all over in pen, and came on a cheap plastic hanger!!. Unfortunately we did not have any knowledge of this until we went to collect the Dress in August .
On going to make the final payment and collect the Dress we discovered the wrong Veil had been ordered, and the Dress was far too big ( and yes I do know about alterations etc, but this was way over that ) so much so that my Daughter refused to sign to say she was happy with the Dress. At this time the Manager was on holiday and nobody else there could deal with the problem.
When we got home we contacted the supplier and they sent a confirmation email that the Sash is included with Dress.
When I eventually managed to contacted the Manager after numerous calls and messages left for her at the Walton Branch their answer is , it's our business we can charge what we like and we charge separately for the Dress and Sash. And we do not provide any refunds. Up to this morning it has been on their website at a price and stating " including Sash ", since our complaint it has been withdrawn from the site.
One of their advisers even took the liberty to laugh and put the phone down on me when I questioned why they do not fulfil the obligation of Refunds.
Very poor customer service and a terrible way to treat a bride to be at such a stressful time.