Manager desperately needs cust. service training

The Manager of Pep in Princess Crossing has to be the most ill suited person for customer service. I brought in a phone that I bought at the store for repairs. She made me wait for two hours in the shop saying she was testing it...it could have taken 20 minutes to test to see if a phone can charge or not. She was unapologetic and extremely proud of herself for wasting my time.Yesterday I went to collect the phone and her rotten attitude shone through again. She refused to hand back my phone, even called in security guards to manhandle me, fortunately the guards would not be drawn into her power play. She did her power trip in full view of many customers who could not believe that poor display of service.