Service at its worst - no trust in their own employees.

After waiting on the phone for 55 mins i decided to return my web bought product to the local store, as the web site states I can do.
Laptop ordered Thursday, received Friday, returned Saturday as faulty keyboard.

Conversation summary:
I'd like a replacement please.
Comet store: it's a web exclusive cant do that
Comet store: Asus aren't open on a saturday so we can't replace it
Comet store: I don't know the number for HQ customer service
Comet store manages to get through to someone at HQ and starts to explain the situation, incorrectly, so I ask to speak to HQ. I explain the situation, very calmly, to my suprise. I'm asked to hand the phone back to the colleague in store. Then store assistant then says 'yeah I'm sorry, yes I'm sorry about that but she wanted to speak to you, what was I supposed to do. Ok I'm sorry I won't do it again'. So the assistant is now apologising profusely to HQ for handing the phone to the customer. I on the other hand have not been apologised to once and I am standing right in front of him while he apologises to HQ. REALLY!
Comet Store: we can't do anything (HQ had just told me on the phone, they'll sort it. Another lie.
Comet store: store manager is on holiday so no one can authorise the replacement. Now I don't want a replacement I want a refund.
Comet store: No the area manager is not working today and I'm not calling her.
Comet store: No I don't have a number for web team. Do you have one on your receipt? Didn't you take one when you bought the laptop?
Comet Store: I suppose I could call the general sales number for web sales. I can't call the internet sales team as Our atore phone doesn't Let me dial 087 numbers.
Comet Store: I'm using my own phone here as we can't call 087 numbers from the store. (1 hr 45 minutes into the process do you think I really care about the store assistant using his own phone)
Comer store: what do you want me to do, I'm third in a queue for Internet sales team? We wait we wait we wait.
Comet store: they're really slow at answering calls. (this I can't believe he actually said)
Comet store: starts to explain situation over phone, I request to speak directly to sales team as I have now been in store suffering from the most appalling experience of my life in customer service.

I explained the situation. Sam, on line sales, could not have been more apologetic. He explained exactly what the store had to do in 2 minutes and was at a loss as to why they had not instantly ordered me a replacement. He then offered to carry out the refund instead of asking the store to as I had been through too much already. Refund in 5 minutes, received confirmation email instantly. Situation resolved in 7 minutes, after a 2 hour disinterested, unhelpful, unfriendly, unbelievable, poor attitude, excuse driven appalling experience in store.

Sam, Internet agent, told me he'd have a replacement delivered on Monday. I declined. The thought of coming back to the store for any issue filled me with so much dread.

The outcome: laptop purchased from John Lewis. Different make and spec, more expensive, service guaranteed. Job done and I can pick up on Sunday.