Maybe consider training your Manager

I phoned the branch 1 hour before they closed and explained to the consultant what happened and he wanted to give the phone to his manager. I waited just to hear what they would say but hearing how rudely the manager spoke to the consultant in the back ground is unacceptable. Finally I get the words of "the manager will phone me back".

The manager never did as it's the next day already. Not very helpful or caring about customer feedback or returns.