user: 1st use of your Hot Curl Brush. Melted and bend under heat &amp; a pinch point that's ripped my hair out!! 😱
agent: Really sorry about this Helena! Are you okay? When did you buy it in? Do you still happen to have the barcode number? Faiza.
user: Well my hairs been pulled out and my brush is melted, but I'm fine 🙄I got it in the Redditch store on the ring road &amp; no, packet in the bin
agent: Thanks,do you remember when you bought it? Faiza.
user: Yes - about 1.5 weeks ago.
agent: ...you'll be able to get a refund/replacement. Hope this helps, Sam. 2/2
user: I paid by card but spent about £40 in there so not just the 1 item?
agent: If you return with your bank statement, showing the transaction, this will also act as proof of purchase. Goldie
user: Ok - thanks but do I need the packaging as that's binned?
agent: ...They will be able to advise you further. Thanks, Karen 2/2
user: I took it and they said that I needed the packaging and receipt. Really not good service at all
agent: I'm very sorry Helena, the store should've refunded you. Could you DM me the name of the colleague you spoke with? Click below. Ewan

The customer is complaining that hot curl brush was melted and bend. The agent confronted saying that he will get refunded and ask him to dm the name of the colleague that he spoke with.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: 1st use of your Hot Curl Brush. Melted and bend under heat &amp; a pinch point that's ripped my hair out!! 😱
agent: Really sorry about this Helena! Are you okay? When did you buy it in? Do you still happen to have the barcode number? Faiza.
user: Well my hairs been pulled out and my brush is melted, but I'm fine 🙄I got it in the Redditch store on the ring road &amp; no, packet in the bin
agent: Thanks,do you remember when you bought it? Faiza.
user: Yes - about 1.5 weeks ago.
agent: ...you'll be able to get a refund/replacement. Hope this helps, Sam. 2/2
user: I paid by card but spent about £40 in there so not just the 1 item?
agent: If you return with your bank statement, showing the transaction, this will also act as proof of purchase. Goldie
user: Ok - thanks but do I need the packaging as that's binned?
agent: ...They will be able to advise you further. Thanks, Karen 2/2
user: I took it and they said that I needed the packaging and receipt. Really not good service at all
agent: I'm very sorry Helena, the store should've refunded you. Could you DM me the name of the colleague you spoke with? Click below. Ewan

### Response:
The customer is complaining that hot curl brush was melted and bend. The agent confronted saying that he will get refunded and ask him to dm the name of the colleague that he spoke with.