Shocking Customer Service provided by staff

I purchased a pair of ray ban at the end of August 2015. After a few uses I realized the lens was cracking at the point it was attached to the frame. I took it to Sunglasses 4u on the 1 Nov 2015. Beverley advised us that it was a factory fault and she had similar problems and will need to contact the supplier to replace me with a new one which should take about ten days. I called her today the 15 November to follow up. She was rude, raised her voice saying she could not provide me with an exact date. Being annoyed at this stage I mentioned to her that she should refund me as she could not provide a replacement within a reasonable time .She become extremely cross and stated that the Consumer Protection Act did not stipulate that she needs to do that. I then asked her for her manager or owners details and she slammed the phone to my ear. She refused to take my calls when I called her and put the temp worker Racheal to speak to me . Rachael refused to provide me with her surname or owners details . I contacted centre manager who contacted Bevelery and she still refused to provide them with information. Clearly we have pathetic service from someone who just cared about the sale.