Poor Service from the Paint Department

Be careful when getting paint mixed at this BEW. After buying paint from Edenvale Builders and needing another 5lt, I went here. Unfortunately, the paint was a shade lighter and now my walls have two different colours. Taking it back to BEX we discovered that their Plascon machine didn't put enough black colourant in the paint. The Plascon consultant named Simon was extremely rude and aggressive. The manager of the paint department didn't know the procedure. When I asked for a refund they both immediately said no. Then expected me to pay for more paint. The manager said it wasn't his fault and that the machine belonged to Plascon. Then they phoned Plascon but didn't know the store's account number. After 30 minutes they hung up and called another consultant, who didn't understand why they were calling. She kept telling them to refund the customer but they seemed unsure of what to do. The Plascon consultant Simon, who had no authority in the situation then left to check the machine which was updated last in 2021. Finally, the phone consultant, after getting extremely annoyed with these two told them to phone the rep. The rep told them to give me a refund in less than a minute. All of this took more than an hour during which my pregnant wife was standing and no one offered her a seat. No one apologised for the inconvenience. Remember, I asked for a refund when I first got there and an hour later the manager was acting as if he was doing me a favour. Whatever happened to customer service and trying to fix the problem instead of just saying no and trying to blame the customer? I forgot to mention that Simon said why didn't I check the colour before it dried, although the instructions clearly say to let it dry for 4-6 hours. My advice is buy more paint than you need, it'll save you the trouble of dealing with poor customer service.