I visited the Burnley store after seeing several products I needed online. I picked up a couple of items and then spent quite a while searching for a some things I needed and eventually decided to ask a member of staff (male) at the store. He seemed apathetic towards my request, and he said that the DIY department was not in his remit. He did however reluctantly have a look, but this was done with no enthusiasm - he never looked or spoke to me during his search. I asked him if there was someone who might be better to help me as I was also after some items that I needed advice on before I bought them and he said that no one was able to help as they'd only know as much as him. I told him that I was disappointed and surprised that the store didn't have anyone to assist me this as I'd made my journey especially. Again he seemed apathetic, and so I asked him if I could speak to a manager. The manager's attitude was alarming. I expressed my disappointment about the store not having any members of staff to help me with my specific DIY queries, just as I had with the member of staff and his response was very curt, 'We're retail, we don't have experts on products'. His manner was very rude. The initial member of staff had obviously spoken to the manager before he came to see me but I found it peculiar that he stood at the side of the manager for the whole duration of my conversation with him. My impression was that the manager was keen to shown his authority/empowerment to me in front of his member of staff. I said to the manager that I'd always had help when I'd previously visited the store to which the manager gave a blatant snigger. I was shocked at this and said to him, 'Is that the kind of thing you do, snigger at customers?', to which he replied, 'well stop being argumentative then'. I told the manager that I was appalled at his response and that I had not been arguing at all, instead I had just wanted to give some customer comments and feedback. I asked him if it was the store's policy to snigger at customers and he gave a smarmy grin whilst turning to his colleague. I told him that I would like to make a complaint about him and his behaviour and asked for his name ... he continued to grin an didn't answer me. I said to him, 'surely you're obliged to give your name as you are representing the store'. He then told me his name was 'Lee Franklin'. He then said, very bluntly, 'you can leave now'. I was holding some items that I was about to purchase and told him that I'd put them back first and then leave to which he said 'give them to me'. I then asked for his name again as I'd forgotten his first name, and his response was, 'you've already been told'. I explained to him that I'd forgotten and after another snigger he eventually told me his name again. I then left the store unsettled by his behaviour. I tried initially to make my complaint over the phone, however this is now possible with the Range. I was told I would have to do my complaint online. I did this through 'Resolver', an independent company. This company is a complete waste of time as they have no power. All I got from the Range was a standard reply saying that they were upset that my experience wasn't good and that they always strive to provide good customer service. It was a generic letter they send to anyone making complaint, regardless of the situation, with nothing personable in the response. I responded by saying that I was unhappy with the reply and asked the Range to speak to the Manager about his conduct. They responded by saying they can't due to 'The data protection act'. They obviously don't know what the DPA is and that it is completely unrelated to this situation and just throw it in to divert taking responsibility. Resolver then sent a final email saying that if I wanted to take this further then I would have to seek an independent solicitor. How ridiculous. As if a simple complaint warrants going to a solicitor. So the conclusion is, the Range does not deal with complaints. It has carte blanche to treat its customers how it wants with no recourse. No wonder the Manager behaved the way he did, as he's encouraged to ... he knew he wouldn't be held to account. I will never go again and will relay my experience to everybody I know.