Flippant behavior

On Sunday 01/04/2018, I went to makro in Pietermaritzburg to purchase a gazebo. The was a salesman named Dhirun who spoke to me and I settled on one. As I approached the shelf to take one off, he told me not to worry as one was already in the trolley for me. Without questioning it (as the box was sealed), I took it to the till to make payment. When I got home and opened it, I found that the cover for the frame structure was missing. I took it back to the store. The first person I dealt with made no apologies for it, and proceeded to call the particular department. After a while, Dhirun passes by me and asked if there’s a problem. I told him what happened and he said not to worry, he’ll have a replacement one ready for me. He walked away and I watched him for a while, cracking jokes and talking to his friends without a care in the world. Eventually, when a credit note was handed to me, I was told I would have to go and get the item myself and take it to the teller. I found this so ridiculous as it was still such an unapologetic behavior from everyone. I had an event which I desperately needed the gazebo for, and this was the most inconvenient thing to happen. It takes a full hour to go to makro, sort out the problem, and return home. And hour of my time wasted because of the store’s mistake. I get to the camp section of the store and I find Dhirun having a conversation and and laughing with his colleagues. He sees me and only then remembers he was supposed to tend to me. I made him open the box to check, took the item and still had to stand in the queue for a second time. It was the most miserable experience I had on a day that was already quiet stressful. It’s unacceptable for a store to treat its customers in such a flippant way, for something that was the stores own fault.