Absolutely Shocking Service

I have visited the Samsung customer care centre in Rivonia at the wedge shopping centre as I needed to book in my ear-phones which came with my s8+ however was not fully functional. Upon entering the store a very polite young lady assisted and asked me to complete a form in order for me to have my ear-phones booked in and for them to receive a replacement set after reviewing the nonfunctional ones. All went well and a day later I got a call from a gentleman asking if I could please come in as the new ear-phones have arrived and he wpuld like to close the "Job Card" he insisted that i came in on that very day which i told him i was not able too as I was very busy at work and had back to back consultations, he insisted I come in and said "it will only take 10 minutes" so I decided to go in and sort this out as it will only take 10 minutes. When I got there they said my battery on the phone had to be over 20% in order for them to run a test which was I was not informed about, I spoke to the manager and he said " we don't tell clients as most of peoples batteries are always above 20%" ????? I was so shocked by his ****py attitude and response I asked him to just have this sorted out for me asap as I needed to return to work he assured me it would take a further 15mins, I agreed. He dissapered with my phone and I was left there for half an hour only to be told that "they still busy I requested that my phone be handed back to me as I needed to be at work they blatantly refused to return my phone bear in mind I have not booked in or signed my phone in!!! After requesting to speak to the manager he turned up after a total of 1hr15min saying "here's your ear-phones " I asked if all is in order he says " did you not just hear I just said it was sorted". I was absolutely furious and mind blown as to what could of taken them this long I rushed out as I had a meeting with a client which I missed and resulted in a FB complaint for the company I work for! Totally unacceptable service from this outlet and poor management! This is just an overview of what happened it really was frustrating and wasted an hour and a few minutes which I will not get back. Extremely unhappy with the level of service from this outlet! I believe it's actually subcontracted to Samsung and they are known as "all electronics".... Samsung is an amazing brand I don't see how they can be affiliated with such ****!