Service Complaint

Went to Leroy Merlin to buy 1 box of tiles. Was told to collect the box at the designated collection point and to my shock and horror I waited for 22 minutes without anybody bothering to check if I have received my package and eventually decided to ask for the store manager. Once he arrived none of the staff that were there seemed bothered. He then decided to assist and finally after 25 minutes the staff brought out a wet box of tiles. The worst service by far, just for a box of tiles.

I just don't understand why it has to take a manager to fix a problem like this. Is the staff not trained on customer service?