Emson EZCracker would only provide customer service if product was bought direct, not in a store New York, New York

I was part of blind gift exchange about 200 miles from home and received and Emson EZCracker egg cracker/separator.  When I returned home I discovered the egg white separator that was to be included was missing.  After numerous attempts, I finally spoke to a person in customer service who told me they could not send me the part because I did not purchase it directly from them.  I stated then that they do not provide customer service or product satisfaction unless the product is bought from them and not a store they sold it to.  After a run around, the lady said she would see what could be done but basically I was SOL.  I was promised a call back and after a week I am still waiting.