red tape/ shipping for parts not included in box

My husband received a turkey "fryer" from our daughter for Christmas - one of the newer kind that uses water not oil.  Since we live in Colorado and it was received in the winter he didn't actually assemble the device until this month.  The handles were missing so he contacted Charbroil for information for getting them replaced.  He was required to send copies of the receipt (couldn't get the online link to work).  Then was told the warranty had expired, but since it was a gift the company would send the handles if he paid the shipping charges.  Look, it was a gift -the missing handles were just discovered - it's not the same thing as him asking for a replacement part that stopped working after three months.  The part wasn't there to begin with.  Send him the parts, don't charge for the shipping and call it good cusomer service.  By the way, there isn't anyone responsible for taking this complaint - just a vague "customer service" department in Louisville, KY that you can write too.  But there is a somebody who can make a decision about an individual situation.