Rude and disrespectful Manager

Good Morning, It brings tears to my eyes to see that even though most industries are going through a very tough time making business we do not treat our customers with care and respect. Last year at the Bradlows Welkom branch we bought a Rhapsody 3 piece Motion Lounge. This month we found that the three seat and two seaters has structural problems. Because this falls within the guarantee we went to the shop to report. Whilst we were there my wife realise that we still have a credit amount which we paid unto a fridge she wanted and now want it refunded. The consultant told her that the refund would take 21 days to reflect in our account she decided to take a phone instead. Cause the shop does not sell phones we asked to be referred to any other JD Group affiliated shop with some type of a voucher. She referred us to the branch manager as she was not sure if it can be done that way. We entered the manager Ms Sandy Swart's office who was busy on the computer at the time. As if we bothered her at her time she spoke to us with a shouting voice as we tried to explain to her that there is no phone to choose from and what the procedure is if we want to go to another shop. Also trying to explain that they don't keep phones and kept interrupting me, my wife said can everyone just calm down the phone suddenly rang and she showed us a hand to be silent. Whist she was busy I said for this type of service I need to take to my Hellopeter. After the phone call I told her that what she just did is actually rude if we were different she'd handle the whole thing differently. The manner she received us is unprofessional and the way she speak to us as well. My wife was so angry at the time said that she does not want anything from Bradlows they can come and take back their suite even if it means we loose a percentage of our money. Sandy's response to me is "I heard you want to take this to Hellopeter you can do whatever you want to." I asked her for her name and she wrote everything on a piece of paper I gave. This is a very rude manager with no remorse for her customer retention. I asked for the number of the area manager who was in the shop just before the incident and I called him twice without any answer and no return call as well. On my third attempt he answered and I asked him to return to the shop. On his arrival also with a shouting voice greeted us we explained our case he apologized that we must speak up as he only has 40% hearing. He immediately apologized on her behalf and offered that he will deal with t but with what we would like to buy. When we went to the back for the paperwork I noticed that with the manager Sandy he spoke normal and not in a shouting voice like when we met. I also realized that in no way was the matter of the fact that we were just treated very rudely by this manager addressed and that she was not even told to come and apologise but she went on like everything was fine. If this is the manner that managers treat their customers I would want nothing to do with Bradlows or the JD Group. We escalated the problem to her superior and he did not address it in any way. It has been more than a week now and he has not yet come back to us to have her to apologise or something. This is just unprofessional and very bad service.