Poor Service at Incredible Connection Westgate

Greetings.

I purchase a Redragon 4 in 1 RGB gaming combo on the 31st of November 2020. The Technician that assisted me was Mzukisi August. I explained to him that I need a headset with a 3.5mm for my online meetings. Mzukisi did know anything about the product, which then led to me requesting that we opened the box to check. He then refused and suggested that I purchase the product first, then return it immediately and pay 15% for opening the product. I was unhappy and immediately escalated the matter to somebody else (TIA). Tia came to my rescue and opened the box and we could see that the combo came with a 3.5mm headphone jack, which is what I explained to Mzukisi in the first place. Instead of him assisting he was more concerned about preaching incredible connection box opening policies which I was not interested in. All I wanted to know was, will the product meet my needs for the purpose that I intended using it for, that its. So it took approximately half and hour arguing on the floor of the store before I was able to get assistance from Tia, who was incredible by the way. Mzukisi also started raising his voice unprovoked when I indicated that im not willing to pay 15% fee for the product that might not meet my needs as indicated when I first interacted with him. After a long time, I was able to buy the product, because Tia opened in store so that I can check if it had a 3.5mm jack. I paid for the product. Today [03/10/2020] I reopened the box for the very first trying to use it for my online meeting. After plugging it into the laptop I realise that the microphone was faulty. I then rushed back to the store to bring it to their attention. When I arrived at the store I met Mzukisi again, the one who provided poor service when I came to purchase the product. I indicated to him that the product is not working, he then tested it on a laptop inside the store and realized that there was a problem with the microphone. In the middle of all this I realized that the headphone jack was a bent (damaged). This product was not tested in the store when purchased. I indicated that I would prefer a replacement product and did not want a refund. We spend another 30 minutes arguing on the store's floor because Mzukisi did not refer the matter to his manager. Again, he started explaining supplier chain processes to me, which I was not interested, because I only wanted a solution to my problem. After and hour of arguing in the store, the matter was the referred to Khanyi, I then had to explain the problem for the beginning which she battled to understand. Eventually she understood the problem and then called the supplier to book a faulty unit. I was then again handed the phone to a supplier( Samantha) *** who was nice, and explained to me that they don't deal with end users. The supplier the instructed Mzukisi and Khanyi to replace the product and that incredible connection Westgate must sort out query. After all this terrible ordeal Mzukisi handed me some for without explain was it was for. I refused to sign this form and requested that he call the store manager, who was nowhere to be found at a time. Neither Mzukisi or Khanyi was able to make a decision of whether to refund or replace the product. I then had to wait for the store manager (Lucky) to arrive. At his arrival I had to explain my problem again to the third person, to make sure that he understands my issue. He interrupted me while I was explaining, in response he quoted me out of context not understanding the real problem, which was the poor level of service I received from Mzukisi. After explaining myself only then matter was resolved and I received a replacement product. This whole process took 2 hours 7 minutes to resolve because of poor service I received from Mzukisi. Mzukisi never apologized for this poor service and for wasting my time. The level of service receive from this store was totally unacceptable.