Store personnel not on duty when required

MY HUSBAND WENT FOR A CELLPHONE CONTRACT UPGRADE FOR AT iSTORE ON WEDNESDAY. THE CONSULTANT HAD HIM FILL IN THE FORMS AND PROMISED TO LET HIM KNOW VIA EMAIL WHAT THE OUTCOME OF THE APPLICATION WENT BY THE NEXT DAY AT NOON. THEY DIDN'T CALL OR EMAIL HIM WITH THE OUTCOME AND THE STORE IS UNREACHABLE BY TELEPHONE, SO MY HUSBAND WENT TO THE STORE. THERE THEY TOLD HIM MY DEVICE WAS OUT OF STOCK AND THE MANAGER IS NOT THERE TO SIGN OUT HIS PHONE. THIS WAS AT ABOUT 13H00. THEY TOLD HIM THE MANAGER OR PERSON WHO HAS TO SIGN THE PHONE OUT WILL ONLY BE BACK THE NEXT DAY AND THAT THEY WOULD LET HIM KNOW. NOW, THIS STORE'S OPERATING HOURS ARE FROM 09H00-21H00 SO HOW CAN THEIR VITAL STAFF ONLY WORK UNTIL 13H00 WITH NO BACK UP OR RELIEF MANAGER ON DUTY TO SIGN OUT PEOPLES' ORDERS? WHEN WE CALLED THE CALL CENTER THEY JUST SAID THEY WOULD SEND THE STORE AN EMAIL WITH REGARD TO OUR COMPLAINT.