Bad service

I just want to let head office know about the terrible service I receive at the Irene Village mall branch. The bread slicer has been behind the counter at the bakery now for quite some time. Everytime I ask to cut my bread, they tell me it is broken. I tell them to plug it in, and everytime it works perfectly. Unless the staff cuts the bread. Then it gets squashed beyond use. The manageress tells me it is instruction from head office that the machine must stay behind the counter, but at all the other Pick n Pays, it is for use by public. Why are they so difficult about it, and why do they lie everytime by telling me the machine is broken?