Are you at the store, or on phone? Have they said if he's currently helping another customer?
It depends. And the person may not be there either. All Assistants are more than capable of taking care of the customer, if a person would let them.
Could be that he isn't available or could be policy. You may need to go through certain steps before getting to that person depending on the situation. Maybe try calling another store and ask for their opinion OR go to the website to request corporate help.
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