Poor service at Builders Warehouse paint dept

I had a very unpleasant experience at Builders Warehouse paint dept on Saturday. I asked for paint to be mixed for a Dulux paint but with a colour that was part of the old Plascon range. I was told categorically that this was not possible. The manager (name supp**** above) did not even bother to come and investigate the issue, just told staff via phone that my request was denied. On my way out I complained about this to Info dept, who called another manager (Wesley, I think) who assisted to get the problem resolved. In the end, it turned out that the paint code was a shared code with Dulux and was no problem to mix. However, because of the original lack of willingness to assist from the paint dept, and the complete lack of involvement from the paint manager, this took 20 minutes to resolve and caused me to miss an appointment I had that morning. Especially considering this was a substantial order (over R2000), the complete lack of willingness of the paint dept to assist initially was shocking. I expect serious action to be taken against the manager concerned, or else I will not shop at BW again. Brights is closer and I get better service there, but sometimes their prices are higher