Horrible service, and no response!

Had horrible service with the pavilion branch, the staff attitude and communication was laughable at the very best. So i submitted a complaint on their website, where it stipulates they will be in contact, i have waited 10 days and there has been no communication, so i finally phones there head office, again to not have laughable communication, as i was told i was being transferred only to have the call end, on phoning back i was told a consultant will contact me, but i am doubting this very much, also given the time if the year, but my overall impression from all the staff i have dealt with is that they don't care much for the quality of the service they offer.