Bad customer service

My husband purchased a set of Bluetooth earphones from one of the Rocka reps at Makro Pietermaritzburg. He wanted to purchase the sports one which was out of stock as he was unsure if I'd like the one in stock. The rep told him to purchase it and come back within 7 days if we still wanted the sports one.. we went there.. she's always on "lunch". We called a dozen times, she's always "unavailable" and they say she will call again Yet Again, today we went there again and she was on "lunch", the manager of makro was kind enough to refund our money and informed us that the rep is employed by rocka, what work etiquette is this? Absolutely poor customer service, please train ur reps on customer interaction and etiquette before blindly employing