Poor service at Brighton Superspar

Case Ref No:CC***. I would like to find out the status of this case,on Friday morning a gentleman who identified himself as Adrian and General manager of Brighton Superspar, called me and told that he was'adrian' and that he was not in that store at the time of my incident, I told him that "I wouldn't know if it was him or not,but the guy that attended me called himself 'adrian' " and I told him the approximate time of the incident so that he could review the footage and see who I spoke to. What puzzled me further is that he spoke about the incident and asked me "what was he supposed to do if the deli staff had apologized'and I asked him how can he aske me such a question when his staff deliberately let someone to cut the queue and when questioned about that,she continued to serve anyway.Does that mean Spar staff can do favours for their friends ,and hide behind an apology for something they did deliberately?I would accept an apology if the staff gave barbecue wings instead of chilli wings,I mean that's understandable a genuine mistake, not the one the staff does deliberately and still continues with it when questioned about it, that's not a mistake.

As I said earlier this 'general manager' said I must give him 24 hours to investigate the matter and he will get back to me and that was Friday morning,I'm sure it's more than 72 hours now and still no call from him.