Treating customers fairly - bad customer service

We waited 90min for a washing machine to be fetched from the store room. The manager was not friendly and helpful at all. We opened the machine at home and found it to be damaged. We arranged for the machine to be taken back (by us) to New World. We requested the replacement machine to be fetched from the store room beforehand. I could hear the manager in the background denying the request. Now we must wait another 90min, after they have downloaded the machine, to get the replacement machine. The customer service at this store is non existant.