To hell with the customer

Good day. On 12 October I visited the new shop in Birchleigh. I noticed 2 Zodiac pool cleaners and arranged with Vanessa to confirm the following day telephonically if I would like to book it for a later purchase. I could not book it right there and then, as I would not have paid for it. On 13 October I called her and confirmed that my brother would come in to purchase it on 26 October. On 19 October I went past there again to purchase some DVD's and noticed that my name and 26/10 was on the item. I once again confirmed with Vanessa that all is in order and that we will come for it on 26/10 as promised. On 26/10 I arrived there at 9am to see that the item I booked is no longer on the shelf. I asked Vanessa where it was, and she started apologising about the fact that the manager apparently sold it on Gumtree (yet, while I was waiting to talk to him, my item only left the shop). I was dissappointed and furious. She took me to speak to the manager and he told me a tall tale of first come first served, etc. I didnt want to labour the point as I was too distraught to speak my mind. What bothers me is that according to him he wasnt aware that it was booked, and sold it without knowing about the commitment I made to collect it on 26/10. What infuriates me the most is that the shop is around 60m2 and in 2 weeks he has not been on the trading floor to notice that one of the highest priced items in his shop is booked. And yet I dont even work there and I have seen it booked once already. My opinion is that he is a pathetic manager (not knowing what goes on in his store) or couldnt give a damn about his customers. Either way, Cash Converters will only see me once more in his store, and probably any of the franchises... and that would be to tell him to his face what I wrote here. If he actually cared about his customers, he would have picked up the phone to confirm yesterday if I am still coming to collect it today. Lastly... I have to commend Vanessa on her excellent service, I honestly am sad that someone as awesome as her must work for a total dimwit like him. He obviously have a lot of customers to lose before he will learn what customer care and satisfaction is all about. Thank you. David.