failed to assist customer

I am very disturbed by how the Jet store manager treated a customer's issue that was broadcasted by SPEAK-OUT. the manager showed no remorse or understanding of the pain she caused to the customer and the reputation of Jet stores as a whole. She showed no competency in managerial duties. I wonder how Jet dealt with her internally as her reasoning for refusing or failing to assist the customer to get her phone was very irrational and foolish. She failed to do her job because she was supposed to give the customer a phone from the day she heard that it is lost. Customer insurance is highly questioned when it comes to Jet. I am very disturbed by that.