Arrogance , Appalling service

On 21st Feb 21 @ 09h30 I took my MacBook for software update at Istore Tygervalley, was told it will take about 4hrs & they will sms/call me when ready. No call the whole day. On the 22nd I called the call centre again , no trace of my laptop; I asked them to find out from Tygervalley; the laptop was ready. I collect the laptop, get home set it up & discover that my MS office has been removed. Contacted call centre and online chat , they apologised and asked to book it in for reinstallation for free. I asked them to 1st confirm with the store , Donovan from Tygervalley called me & told me they are not responsible for that ; I should’ve told them I had a “sensitive software”. I should buy a new software. Istore is not customer centric and they have never been. I asked him to take a moment and read their online reviews to see how they treat customers. I told him I have washed my hands on Apple products due to the appalling customer service that has been going on for years. They are arrogant & think they are too big to fall. I might be “drop in the ocean” for them. The mighty have fallen thinking they were too big to fall.