Bad customer service

Hi Yesterday I sent one of my staff members to purchase few things for me at Shoprite in Witbank (Emalla mall) after he had purchased we noticed that the flour he bought was defective. So I sent him back to go exchange it the security at the entrance did not want him to exchange she said to him he bought it in a good condition, they didn't want him to enter at shop as if they were there when he purchased and she claimed that the cashier made sure everything was in order when she rang the items, then I decided to go there myself found the controller (old lady) and the security guard and they both said to me the guy I sent damaged the flour and he admitted that he did it so and once something is damaged out of the store its no longer their business funny enough the flour was is the plastic bag and our store is not even 6km away from theirs but on that short period of time we where able to damage the flour and sent it back to the store, so they said I must go back to my store and fetch the guy so he can talk for himself that his the one who damaged the flour, so I did what they asked me to and fetch the guy. When we went back to the store the controller's approach to the guy was inappropriate she even started pointing fingers on the guy telling him how wrong he was and needs to admit that, the guy told her not to point fingers at him because he is not wrong and did not damage the flour and she started making noise cursing him that his disrespectful, will die young and won't grow up because his exchanging words with her. My biggest concern again is no matter of how young the guy is and how old she is she had no right to point fingers at him as he is a customer to the store and for the fact that they created their own story and said the guy admitted that he damaged the flour is wrong. I'm a customer at Shoprite and all the controllers are good people and give the best customer service except that old woman I don't know her name but she's the oldest of them all and she is rude to customers I'm not sure if I'm the only one who ever complained about her but for my side it was not the first time she mistreated me.