OK, I'll give some perspective on your issue, as a former CG employee. I have my own opinions about the company but in terms of returns/exchanges, they're pretty good.
As a general rule, you can expect BiLT to be the same quality as the crap you'd expect to see at Pep Boys or Walmart. Seriously, those helmets cost them $10-30. I can only recommend buying BiLT as an option for having gear for the rare/occasional passenger use if that's all you can afford. The rest of the industry laughs at those products (while also secretly crying that they're not shameless enough to do it too because the profitability on BiLT is absolutely incredible).
The speakers are blowing because they're the cheapest electronics components available. For perspective, when BiLT first launched, there was close to 30% return/exchange rate due to failure or being unfit for purpose! They have a ridiculously good warranty policy on the products because even if it's exchanged 2 or 3 times, it's still profitable!!
As for the return/exchange policy... they are strict on that for helmets. Doesn't matter if you buy a $30 BiLT or a $1000 Arai, the same exchange policy exists. There are no returns once you leave the store. This is to protect them from the potential abusive of their good return policy on other items - helmets have a very, very high liability to everyone involved, from the manufacturer to distributor, to the reseller. So, if someone buys a helmet, it's guaranteed income and the customer can't abuse it, return it and walk away. (There are other factors that dictate that policy that aren't worth getting in to).
So, at the end of the day, your takeaway on this should be: you get what you pay for with motorCycle Gear. If it were me, I'd exchange for at LEAST a Sidici but ideally (on a budget) an Icon, HJC, or Bell. Their integrated comms are better BUT at the end of the day, a discrete system will still be far better.
Escalating the issue will get you nowhere. The district nanager, the national sales manager, up to the CEO will tell you the same thing, "Sorry, our policy is clearly stamped all over our stores. We'll give you credit towards another product"