poor quality goods and bad service

I am very disgusted with the service from such a big chain store such as Game. i was given a gift and that was the Telefunken Model No Telc-73GIQ the customer service team had me wait for close to an hour for the manager responsible for the relevant department only to find out that the manager is nowhere to be found ./ i was been sent from one person to the next an all i require is for the item to be fixed or replaced is that so much to ask for ?