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The individual store should have a GM that's over all the department managers. That's the way big chains usually run things, anyway. If you call there and ask for the General Manager, you'll either get him/her on the phone, or, more likely, leave a message for him/her. If the latter, be clear that you're a dissatisfied customer and you're looking for him/her to make things right. Be polite, but firm.
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