CTM Umhlanga Poor Management

I have recently started a renovation at home, a fairly large one at that, and have been dealing with CTM Umhlanga for all the tiles, bathroom accessories, kitchen stuff... Etc etc. The sales consultant assisting me is very switched on and has made our dealings there, very pleasant. The manager at the branch however I find to be not so great! I don't feel that he should be in the position that he is... Our first order of tiles (for our granny cottages) was delivered with half the tiles incorrect... By the time we figured this out, my tiler had already started laying the incorrect tiles... A LOT OF THEM. The sales consultant Ayanda was great, she answered all my irate calls, handled them as best she could without much help from the manager... He seemed like he wasn't interested in talking to the client, or apologizing at all... Poor Ayanda was going back and forth between myself the client and the manager. The manager finally came out to our premises to see what had happened, didn't apologise, just had more of the incorrect tiles delivered and took away the other tiles...

Today, I went into the store to place the last big order as we are now starting renovations on the main house, and while dealing with Ayanda and getting her advise on tiles... The manager just walked up to her and without excusing himself, barked at Ayanda to go and serve another client that hadn't been assisted yet?! We were left standing there... AGAIN NO APOLOGY FROM THE MANAGER... Waiting for Ayanda to finish with the other customer. This left a very bad taste in my mouth... If I hadn't been on a serious deadline and contractors, tilers, plumbers etc booked, I would have cancelled the order and gone somewhere else. Funny thing though, when Ayanda returned to assist us, she apologised for that!?

Very disappointing... This manager needs to go on a customer experience course, and needs to employ more staff!