Absolutely detestable service from iStore Pavilion

The customer service from the iPhone store at the Pavilion in Durban is absolutely detestable. I was on the iPhone waiting list for quite some time and was so excited when I received a message that I can go to the store to pick up my new iPhone. I was so excited. Being a Samsung client, I expected a 5-star experience as iPhone markets itself as an elite product therefore elite service is expected. I would rate the service 0/5 stars. On Tuesday, 04th January 2022, I was greeted at the door by assistant manager Trevina who in her patronising tone advised me that she cannot complete the contract today as she does not have enough staff present to assist and I would have to return the next day. We had travelled all the way from Isipingo. How is it the customer’s fault that she does not have enough staff present? Furthermore, she did not advise that we have the option to extend the reservation. Her tone was extremely uncalled for and disappointing. She should have been apologetic. She should have apologised for the inconvenience and provided me with all of my options so that I am able to make an informed decision. I am a manager as well and perfectly understood everything that she said. She did not have the patronise me! I was told that I would receive a text advising that I am in the queue which was not received. I proceeded to the store at 18h45, 15 minutes before the store closed as I had still not been contacted and was walking around the mall for close to 2 hours waiting for the iStore to contact me. All that seemed to be in vain and none of the staff seemed to bothered about it. We managed to complete most of the paperwork however I was not given the phone and asked to return the next day. During the day, I was advised that the store is closing at 18h00 due to stock take and I need to be at the store by 17h30. This was sent via email which I read a few hours later and a courtesy call would have been better suited for this scenario. I also have a job and have to travel to pick up the phone. Why was I not informed of this the day before so that I could decide when I would like to pick up the phone. It seems like everything was done at iStore’s staff members convenience as nothing was done at the customer’s convenience. I went to Telkom after iStore for my wife to pick up her phone and they treated her like royalty. I was so impressed with Telkom and so disappointed with my experience in purchasing my new phone. I had tried to convince her to become an iPhone client however after this experience she never will. The experience purchasing my first iPhone has been so awful because of the poor service from your staff. I would recommend customer service training aligned with the elite products sold at your establishment.