Poor Service delivery

After writing a mail requesting Makro to assist with a quotation for the insurance to replace my Tv, I was left disappointed because of no service or reply on their behalf for more than a week . So the next step was to give them a call and request a quotation. I was informed that I would recieve it right away seeing that I already suffered disappointment. Two days later and still nothing. So the next practicle step was to go into the store personally and the disappointment continued. I came from work and went into the store only to be told I cant be help with a quotation, not bying it, no, just a quotation because I dont have my Makro card with me. Offered to phone my wife to get the number, even had her sent a photo, only to hear sorry sir. I left the store still not having a quotation. On the other hand Hi-Fi Corporation assisted in under 10 minutes and I walked out with my quotation. How is it that other major retailers have to stand aside for Mass stores like Makro that doesnt want to deliver a service to the public.