Review DIY AYALA BACOLOD BRANCH

Good Day!
I had just been to your branch at Ayala Mall Capitol Central Bacolod, and I had a very negative and distasteful experience brought about by one of your sales personnel. I work at the same mall and had always been a satisfied customer of this branch. It's very convenient, and your people are somehow willing to assist.
Today, June 25, 2020, 1PM, I went inside your store to look for anti slip tapes that are placed on pool pathways and stairs. The branch had a lot of customers so I waited for my time to be assisted. Even one of the personnel behind the cashier counter stepped out to assist the waiting customers. However, as I was waiting to be assisted, I tried looking for the product, and I kept passing by your paint area where one of the personnel was playing on his phone with volume and full concentration. I did not disturb him as I thought he was really busy playing. After a couple more times of checking around the store, someone already assisted me and I asked for the anti-slip tape. I was in a good mood, in good tone, and was very nice. The person however was not familiar with it and opted to ask this person playing on his phone in your paint section - mind you your store here is not that big.
This was when he started being rude, proud, and acted like someone who shouldn't be disturb. He told his colleague, and let me translate it to tagalog so you would understand, "Ang ano na?! carpet man?! wala ko na ya kabalo!" (Ano? Ano yan di ko yan alam anong carpet. ewan ko!" --- and all the while he was looking at his phone, playing. It was very rude, and humiliating, with customers around, so I asked "ay sorry, sako ka?" (ay pasensya. busy ka ba?) to which he replied and got me in full disgust-mode, "naka break ko ya!" (Naka break ako!!) in a loud tone, correcting me for asking him.
Now, this was when I went to your cashier to ask for someone whom I can submit my complaints to, but to my surprise - well not really, another customer came up to me and told me that he really has to be reported since he also was treated the same way, worse even, as when he tried to talk to the guy and ask for assistance, he did not get any response nor acknowledgement from your personnel.
Your team also couldn't handle complaints as all of them were looking at me as if I was their common enemy. You see, your managers, and your hr personnel shouldn't just turn a blind eye on employees with rotten attitude and mindset as this will affect everyone. I was going to file a complaint because I was humiliated and insulted, but to them I was the evil one. It took the manager quite a while to deal with the complaint and what the process was, but I really was surprised that no apology-move was advised to the sales personnel. I was given a number, with no apology, no explanation, only that there might be suspension.
Now I hope these be taken into consideration:
1. If he was on break, I don't think employees should be allowed to occupy your aisles while on break especially when customers pass by there and expect to be assisted, moreso have them play mobile games inside the store. The mall has an employee pantry, or they could always find a spot somewhere else.
2. Feedback is a gift. Your manager and your employees shouldn't make your complaining customers feel awkward and uncomfortable when asking for the manager and filing a complaint since this should be something that you guys could learn from. This experience totally changed the way I see DIY and I will never be comfortable shopping there again.
3. Apology is a must - without an apology, I wouldn't feel safe there as well.
4. It's COVID season! A lot of people just lost their jobs. I firmly believe that he should be doing better at his job as it's not easy to find one during this time. He's lucky he's still earning during this time, but apparently he doesn't seem that grateful.
5. Train better! I was informed that these people are not under agency and are direct hires, then why can't the sups and mgrs train them better????? Suspension is not always the answer. And have all leaders take accountability for the attitude of their subordinates.
This has been such a disappointing experience and I am hoping and expecting to get a response from you with your team's action plans and expected turn around time for this.
Store Manager - Arvie Alcocisar
Employee - Marmin Siocon