Poor client engagement

I have purchased various building materials for our renovations I have generally had a good experience with most of their staff members The manager Thabelo Maphanga from the building side certainly does not do their organization proud , he is in fact a reputation risk to their good organisation. He is arrogant and is certainly not client centric He made me wait this morning for almost an hour . I did write to their branch manager who has not had a courtesy of a response .