@home worst customer experience

In these tough economic time one would expect heightened customer experience. The customer department never responds to emails and it takes on average about 15 to 20 minutes to hold onto a line to speak to an agent. They are uanble to provide you with a store number and their internet page sends you to anothet store. I wanted to buy a desk and missed out on the special which at 20% less in the previous week as no one was able to assist. Today I went back to the store at the mall of africa and told them about my poor experience .. the sales rep told me she will speak to the manager. The response i got we can only give you 10% discount and the unit is not brand new its a demo!! How ludicrous is this business practice?