Our smile guarentee... it says in your branch yet no one can assist as they cant even contact head office

Our smile guarentee... Thats what it says when I went to your Okavango pickup point. Yet no one there can help, They cant even call the head office to sort out my issue they said I must do it myself. Really, why have such a big sign there stating that you want to make customers happy when clearly you dont care at all!!