Customer service

Last week I logged a complain regarding the CNA store in terms of how they treat us or should I say , how I was treated . I received calls regarding my matter but it is sad that the complain department side with the store they don’t even see the root cause of this problem! They don’t even try to investigate the matter all I can hear is the store manager said this n that and I ask myself does my comment even matter ? If only I could get clarity : if your staff member authorized and at a later stage changed her mind? The store manager even had a nerve to tell me that he is the one to make a final decision even if I escalate the matter further at the end he is the one to finalize this matter ( with a rude voice nogal) .