very poor customer service and bad faulty equipment been sold to customers

I brought a bike from the waterfall ridge department ,i checked the bike al seemed good, took it home after they pumped up the tires i rode but two bolts snapped on the chain-link, no problem took it for a service and replaced bolts and changed tires to tubeless and also red did air in the shocks as to were flat. Again on riding it excited but you cannot change gears all the way up as there is a 12 speed cassette and 11 speed shifter and derailleur i email customer care and they emailed the wrong midrand store ,however the store said no problem, but on taking the bike back to the store i brought from they are now saying they must send it to a bike specialist ,i looked at the bike twice and for over 20 minutes ,the manger was extremely rude and .I don't understand that the customer is a bad person and is in the wrong and should be subjected to the up and down, when all i wanted to do was ride a bike, I tried to fix it but there is to much to be done on the bike I've now been told i must read properly when i come to the store to see there refund policy