Customer care personnel's bad attitude towards customers

I had 3x online orders in the process of delivery at the Woodlands store and according to my previous experience at least the 1st one was suppose to be at the store on Thursday or Friday, 1 or 2 Feb. As it still wasn't delivered at the store by Friday afternoon I phoned the store to find out what's wrong. They could just inform me that the couriers never pitched up but didn't know what the reason was. I then phoned Customer Service and explained to the man answering my call that my online order was still not delivered at the store, gave the order number and wanted to know what the reason for that could be. He then immediately start yelling at me that I have no reason to complain about that. I told him I am not complaining, he must stop yelling at me, I just want to ask a question but he kept on with his rude attitude that I don't have a complaint. I told him that if he doesn't stop treating me like that I will report him on which he rep**** that luckily the call is being recorded so I must do that. I asked him his name and in the same rude manner he gave is name and even spell it as Reagan ....... but I couldn't even get the his surname as I he gave it too fast. When I asked him why he is treating me as customer so badly he put the phone down in my ear. I phoned in again and his college, a lady, apologize for his bad behaviour and afterwards helped me in a friendly and civilized manner. So is this the way Mr Price train the employees to treat customers because this man went out of his way to treat me like dirt. I mean I only wanted to find out if the reason for the delay was at the online warehouse or at the couriers and that is how I got treated.