store manager gives bad customer service

I purchased a school bag at the store and in a months time the bag started to fall apart so I sent my husband to exchange the bag and he received the worst treatment ever from the store manager Noumsa. She was upset with him caused he asked for assistance she had to stand up and get out of her office to assist him which upseted her, she was extremly rude, he foned me from the store and I wanted to speak to her, I heard her scream on the other end of the line stating that they were not allowed to speak to customers over the phone, where is customer service at Jet if a manager can behave like this my word then what more can one expect. Totally annoyed with this and don't wish to return to that store again.