Great staff, bad experience

I want to start off by saying that their staff is very friendly and have a lot of knowledge about their products, but unfortunately I've had a stream of bad experiences with sales from them.

After buying parts for a PC to the value of over of R28000 directly in the retail store, I went home to build the PC for a client's son's birthday. Upon finishing the build the PC would not post, with the CPU light on for the post debug. At first I thought this might be due to it being a 9th gen ready motherboard with an older bios. I returned the built PC to them where they offered to flash the bios using an older CPU for free which was much appreciated. Unfortunately upon their further inspection they found that the motherboard had bent pins and they couldn't determine if it was user damage or not. Now I've built more than 20 PC's and have never damaged any parts ever and I was especially cautious with this build as I was given only 2 days to complete it. In the end I had to buy a new motherboard out of my own pocket and they were at least kind enough to send it to the manufacturer to see what they could arrange. The manufacturer, after 2 weeks, then replaced the motherboard with a brand new one still sealed and everything, at first I thought this was good news but Titan Ice then refused to give any refund for that board even though it was brand new. While waiting for feedback for the motherboard I went back to the store interested in buying a microphone. I had asked them if I could possibly test the mic or if I could bring it back after testing it for the evening. Their answer was that you can only refund it for in store credit if the package hadn't been opened yet. So if I wasn't happy with the quality of the mic I would not be able to return it. This all seems mildly fair, but in their store, they have a big sign that reads about how important the customer is and how they'd be nothing without the customer, unfortunately this was not my experience. Again the staff were very friendly and gave their best service.