I had a somewhat similar experience several years back. Not exactly the same but somewhat similar.
I had called up a store to have them reserve a sale item I wanted but could not find at the other outlets they had. The person on the other line refused to do it for me, saying sale items could not be reserved. And I would have understood if it was really their company policy, but I knew the guy was lying because I've reserved sale items from them before.
Anyway, we argued for awhile and finally, he told me to hold on the phone while he sorted some stuff out. What followed was that he didn't cup the phone piece properly so I could hear him talking behind my back on the other line to his other staff mates, saying I'm this and that etc etc when he was the one who was not acting in accordance to his company policy! :roll:
I really could have asked to speak the the manager on the phone and lodge a complain about his work attitude but I just decided not to make such a big deal out of it.
I guess what I wanted to say was if it really does bother you, perhaps you should write a letter or email to the company about the service. If you've got the date, time and name of the person who attended to you, then all the better for your feedback to be helpful to the company.