Poor management skills

When it comes to customers services, they do their job perfect.. the issue is with the new management. I heard one customer co.plaining about a certain item of which the management could not resolve the matter professionally leading to the customer living unsatisfied. This new management is weak, can't communicate professionally and is against his staff..some staff members tried convincing the client but could not manage to bring him back...the only reason I shop there is because of the friendly staff n customer service offered by the