The type of staff that they employ in their high street shops are largely untrained poorly educated Traceys and Kevins (with apologies to people have those names!) who have often never travelled further than Blackpool or Majorca.
I regret to announce you are much mistaken and may be taken as libel. Do you have a good solicitor?
Try the Crawley shop - yes, Crawley - and you will find most informed, polite and educated staff.
I know, I have been there many times; have you?