Quick to sell, slow to deliver after sales service!!!

I am Johannesburg based, and advised Kiara of that when I purchased a gift for my husband. The service during the process of me purchasing my product was excellent. My purchase was delivered, and when the gift was opened the battery was flat. I decided to reach out to Kiara to see if I could upgrade my purchase to a better product and she told me that it's a second hand product because I opened the box. She refused to help me, she also was not able to escalate my query to a manager in the business. She raised her voice at me, and became cheeky when I asked her how can a product that I bought from Easy Bike that has never been used be second hand. She told me to go to some Facebook group to resell a brand new watch that has never been used. She accused me of being rude and not speaking to her like a human being, when I did not raise my voice or swear at her. She purely made this accusation because I questioned how Easy Bike could call this product second hand.

She told me I could email Matthew but that he is in the U.S until the 15th January. When I called back, she asked me what is the point to the call???? How is it ok that Easy Bike employees are allowed to speak to clients this way? I am stunned that Easy Bike has employees that are this immature, unprofessional and ***********. She became defensive and rude and then accused me of that exact behaviour because I questioned why they cannot assist me. Why do you have employees in your organisation that cannot deliver after sales service?

Kiara acted as if this simple query was way above her pay grade. I will never ever recommend or use this store ever again! Matthew Walsh seems to know nothing about business, client service or recruitment!