Business ProfileforTokyo Central

Hi, here is about my issue:I bought 8 bottles of shampoo and conditioner in this Tokyo Central store, the specific address is: Tokyo Central ********************************************************************************************************. And after trying 3 of them, I found this brand "*****" has got some quality issues, which is after using the shampoo, my hair cannot be rinse off clean just like a cover of oil over them, so I only try once and send email to this customer service to ask how to solve this problem, The customer service told me bring those products to store and tell them the date of purchase and card number to pay for it, then they will do refund for me. So I drive to there yesterday, and provide all these information to them, however, the manage told me he did not find my purchase history in the system firstly (I think this is a lie), but I did not give up, under my insist, he go back to search again, and then told me that he find it, but he cannot return those opened ones, but if I did not open and try the shampoo, how could I find it has quality issues? However I told him it is ok, just refund the unopened ones which are 5 bottles. He told me he would do the refund of five bottles for me, but I have not received the refund back on my card yet. the total process takes around 2 hours there which waste my time and I have not received the refund back. I thought what they do is totally agains the customer law.