Over the new years break I had a bad customer experience in a bricks and mortar retail store,which meant  I couldn't proceed with the purchase as a result. I don't want to go into details, but it wasn't good.  I was pretty annoyed about the way I was treated, so much so, that  I contacted their head office (it was a chain of stores)and made a written complaint. They apologized for the experience I had had, but they didn't investigate and give me an explanation to why I had been treated that way in store. They only said that they would be investigating it, and it was being treated seriously, but they did't say they would be contacting me to report their findings . I asked them to please provide me with an explanation and reasons for the bad service, but they wouldn't provide it to me, only to say that the feedback I gave them would be investigated as an internal matter.  So it appears that they apologised before they actually investigated it, and to date it doesn't appear they have investigated it. I am guessing being treated as an internal matter means they won't be reporting it back to me, the person who made the complaint.  Is this the normal way a complaint should be handled by a NZ retail business? I would have thought that they would first investigate it, and then apologize, along with an explanation and reasons, and what they are doing to prevent it happening again, would be the standard process for any complaint. Or am I expecting too much in 2017? Would welcome peoples opinions. It is annoying because I like to support NZ bricks and mortar stores where I can but this type of experience makes me prefer online shopping.