Was it listed as not coming with a remote ? if so then sell what they provided you, and use the profits to go towards the correct remote.
If it was listed with remote, contact future shop and advise them of the issue.
I had a similar issue when i had to get my amplifier fixed, the store loaned me an amplifier but i needed a remote to get into the options to enable the subwoofer output. they had one from a similar series so i borrowed this off them until the time as such when i got my amplifier back.
Just my $0.02... 👍😉
Even if it is, it is only a generic one (for Pioneer) but not tied to this particular model. I'll be surprised if the same brand's remote doesn't work across the whole crop. I have several players from different brands (including 3 Pioneer from different years) and their non-identical remotes all work within the same brand.
Then you're supposed to press RECEIVER followed by HOME MENU.
Sometimes remote keys need repeated firm pressing to wake them up. How about changing the batteries? Try aiming it closer and directly.
If it really doesn't work, maybe the remote or the receiver itself is faulty. You never know what abuse they were subject to previously. The only way to find out is to bring both back to FS and test them on different units.
EDIT. minor typo corrections
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Regarding compatibility between Pioneer AVRs, yes & no..
As the models progress to newer ones, the remote control codes for the latest features are not found..
He needs to validate what remote controller he has, hopefully it is the correct one then he should read the Operation Guide for more details of operation..
Just my $0.02... 👍😉