Absolutely atrocious service from a lady in the lu...

Absolutely atrocious service from a lady in the luggage department who accused me of being heavy handed when unzipping the unused suitcase for the first time. She claimed 'mishandling' was not covered by the 'excellent ' 3 year warranty and refused to replace it. When realising I would not meekly accept her decision she brought me a replacement. However, before handing it to me she once again admonished me for causing the damage....by which time a dozen or so other customers were witnessing my reprimand. My experience was only improved by the very pleasant younger assistant who was behind the customer service desk.