Argos Kings Lynn Hardwick in Sainsburys

The manager Keisha, needs some additional training. I went to return a mobile phone that wasn't working correctly. It's within 30 days and the phone freezes and crashes I have turned it on once, and decided not to use it. I have factory reset the phone, she said I couldn't return the item as I have used it and turned it on. How am I supposed to know it's faulty if I can't even turn it on??? Also like to add that she didn't even take the phone out of the box or even look at the phone.Refused to refund and told me to contact customer services if I wasn't happy. Contacted customer services, they told me to give the phone to the store manager as I was within my rights to return the item. So I went back to my friend Keisha, she snarled I'm not talking to them I've already told you I'm not giving you a refund". She eventually gave in and spoke to customer services