Shocking experience at Builders Warehouse

I was at Builders Warehouse Alberton branch on Friday, 27 December to return an item that was bought on Monday, 23 December. The product was not faulty, it was just not compatible with our device. The packaging had to be cut open so I didn't have the packaging but I had the receipt. I was asked where the packaging was and after explaining to 2 people that I didn't have it anymore and it was not usable anyway I had to speak to one of the admin managers/supervisors Andile/ Anele. She was extremely rude, started to raise her voice and pushed the refund policy in front of me and said "Read"!!!! She carried on about the receipt which I had and then asked me again about the packaging. No where in the refund policy does it state items have to be in original packaging. She spoke to the lady behind the refunds counter in a language I don't understand and left. I was refunded but the biggest problem is that I wanted to bring my appalling experience to the attention of management. The way I was spoken to is completely unacceptable ..but so far I had no luck with my complaint. Monday, 30 December I phoned the branch to speak to the manager, I was holding on the line for 10 minutes with no answer from the manager. I phoned the customer services department and was told I will get a call in 2 hours. Today, 2 January I phoned the customer service department again and was told the customer services manager will phone me. I am still waiting for his call!!!!! Builders Warehouse, your service is shocking, in store and by your customer services department. By looking at all the other complaints on Hello Peter I can see I am not the only customer complaining about service. Since when is it acceptable for customers to just be spoken to with no curtesy or respect and not to return phone calls. I'm still expecting Customer Services to call me back!! We will never ever shop at Builders Warehouse ever again!!!