Well done BM - you sound like a woman after my own heart, I HATE rude people. Good on you for phoning the manager too, to get the poor assistant off the hook. I used to be a telephonist on a very busy switchboard of a multi-national company and you would not believe the bad language and rudeness we had to endure. I used to have a set saying ready for the obnoxious ones - "Excuse me, if you do not moderate your language, I will have no hesitation in terminating this call!"
By the way, talking of pens, we can never find a pen at hand in this house when we need one, despite me constantly buying packs of 12 from Poundland! OH said one day, "I bet they are all in your flipping handbag!" So I emptied it out and counted them - a gobsmacking .......................38 pens!!
No wonder my back aches from carrying my heavy bag around! LOL ;)