The worst possible attitude from the store manager named Rachel !

Never have I ever been disrespected and shouted at like a child in life like I have today . I went to a pep store in Bedworthpark Centre yesterday to purchase a dstv hd decoder not knowing that it doesn't work and has a factory fault . I then went back today to return it and explain my situation . I was helped by a lady named Rachel who was shouting at the top of her lungs not giving a damn that other customers were looking at us as she was belittling me saying that she will never take the decoder back as it was opened and it would cause a loss to her store ,even if I call the headoffice she will still not take it back .We got a hold of the area manager who was so understanding who then told us to take back the decoder and exchange it .Rachel needs to learn how to respect other people whether at work or not ,shouting at a customer the way she did today was not a way to handle the situation .Had it not been for the man I was with she could have laid her hand at me .