Really bad customer service

Just before Christmas I had a toy helicopter and took it to toykingdom to be repaired. Two ordinary store workers took it upon themselves to try and fix it without even consulting a technician. They caused more damage and when I returned I was told they couldn't have it fixed until the week after Christmas. I called back the next as no one even bothered calling me to give me an update only to find out that nothing has been done.<br> I called back the next day again and all they could tell me was that it was fine if I wanted lay a complaint because they know they've failed me. Do these people receive proper training in customer service?