Bad service & rudeness by manager and employee

I bought door lock from Game stores in Southgate. When I got home to use it only to find out the keys were not included in the package. I went to Game Stores in Trade Route to exchange. I waited at the customer service for 30 minutes and the queue was getting longer and longer and there was only one lady who was slow and is expected to also answer incoming calls. I asked one of the employees going pass where is the manager, I think they should have an extra person to help. The lady who was assisting responded by saying the problem with customers they expect us to work like robots. I insisted on seeing the manager and he was paged but never came through. At the tills there was only 2 employees in the whole store the queues were also too long and the excuse was that they are understaffed. I called head office to complain and was transferred to reception where the gentleman was very rude. First he dropped the call on my ear and just said hello call after nine. The second time I was transferred to him again and he told me to call complains dept. I asked if I should rather go to hello Peter and he agreed.