unpleasant ! unsatisfying ! miserable experience

I must relay my disgust with your Montague Gardens store. Yesterday I visited the store with a bike I bought for my son a month ago. When we pumped up the wheel yesterday the tyre burst and the rim of the bike buckled. Luckily I had a day off and was able to bring the bike back to the store. My first encounter was with Tyrone at returns, who was sittng behind a massive desk, which he himself couldn’t even look over. Tyrone was extremely unfriendly and not interested at all in why I was there. He didn’t even come and look at what I had brought in – all he did was take my receipt and write a return slip to which he told me I need to take the bike back into the shop to that department to deal with. Firstly, how is it that I am being inconvenienced to carry a bike back into the store which broke by no fault of mine. Unbelievable. When we came to the section where the bikes are housed we again had to look for the assistant who attended to that area – de ja vu to the day we bought the bike. We were assisted by Titus Madenbe I explained what had happened and said that I either wanted the bike fixed or replaced. Some neurotic idiot Nicholas Fritz came there “supposedly helping Titus” but all he said was that there is no way this could have happened to the bike, as the wheel looked like it was rode over! WTH seriously !! IGNORANCE clearly has no age limit – the more I explained what happened the more he insisted on his version of the story. What ****es me off even more is that I am the customer – and should not be argued with – well that’s the standard rule for customer service – but obviously not in Makro’s space. After all that IDIOT Nicholas left and allowed Titus to try and resolve the matter. While I was standing there waiting for Titus, I noticed how all the managers were just standing around chatting away – they were so consumed with their own discussion that they did not even notice the irate customer standing only 2 feet away from them. Eventually Titus replaced the wheel with another and I was off back to returns – standing at an empty counter where a merchandiser was at the front desk – Tyrone sitting twiddling his thumbs and some lady talking to someone else about what’s happening at home. After a couple minutes of waiting he took the receipt from me and asked me why I wrote down his name to which I rep**** its none of your business. I actually cannot even believe my experience at the store yesterday, my parents both do big purchases at this store at least 3 – 4 times during the month, and yet a simplified process they cannot even get right. Perhaps customer service workshop should be made available to all staff including management where the bad behaviour stems from. This is definitely an incident that I will share with all my contacts.