Poor management and pathetic attitudes

On 18 July 2020, I went to Builders Warehouse Rivonia to purchase a flat pack fold up desk. That evening I tried building it and found out that incorrect and insufficient parts were provided in the box. I then called 19 July 2020 and left a message to be called back on how to resolve this issue. Carla, not sure of position, called me back and got additional details from me. 1.She had then called back again advising I can come to them to swap and collect incorrect/additional parts. I had then asked her what time the store closes to which she answered "4pm, but don't come here at 3:50pm", I think that was very unprofessional and pathetic that she told me what time I should go to the store, even though they close at a set time. When in store, a pleasant lady from the information desk took my wife to Carla and she had explained to Carla why we are there, and Carla did not pay attention and then rudely asked my wife "why are you here?" Her attitude is unacceptable especially considering she is in a retail store and client facing.

2. I spoke to Owen thereafter in store who assisted with providing and swapping the parts required. He had mentioned that the supplier/producer of the desk had put in the wrong parts and they had many issues like this and I wasnt the only one. What I do not understand is why this is not communicated in store, at least by means of a notice that one should speak to a consultant to check if all parts are included, instead of just selling the item and making the customer come back to get the missing pieces. When I purchase something, like a flat pack, I dont expect to need to go back to the store, especially if the store is already aware of the issue. This is poor management of the store! When an issue is picked up, preventative measures should be put in place, or item removed from the shelf until resolved.

3. While waiting for Owen, or to find out where to find out where Owen is, I waited in a queue in front of Norman, while he attended to a customer, another customer had come out to him and asked him if there is someone that helps in the appliance department, to which Norman responded "I am busy at the moment, I will let you know shortly when I am done with this customer.", the customer asked again and explained that he just wants to know if someone helps in the appliance department and is not asking for help. Norman responded "I will let you know when I am done". How difficult is it to answer Yes/No to a question like this? The customer remained calm, but i think that Normans attitude towards that customer was completely out of line and it was a question that doesnt need one to think. Again, one can not have a attitude like his or Carla while working in retail and being client facing.