Spares department unhelpful

I ordered a new glass pot (carafe) for my Braun percolator from Adri at Ken Cape spares. I followed up about two weeks later and was told by Adri that nothing has arrived from Joburg and that she would have to follow up again. A week later I contacted them again, only to be told by a clearly frustrated Adri that she has five pages of things to do and do not have time to help me (and in so many words). I then contacted Graham, whom I was told is the branch manager, but he was as unenthusiastic as Adri. I have since ordered the pot directly from Joburg, who was efficient and showed real customer service (they are importing a pot for me). Ken Cape should learn a trick or two from their Johannesburg colleagues about service levels and efficiency.