It's a pet hate of mine, but happens all too often. Every time it happens to me, and it happened today, When someone says "I'll call you back" and they don't, I always think 'you should get their name', but I always forget to do that.
In this case, If it was me, I'd call back and ask to speak to the manager, if he/they weren't then falling overthemselves to apologies and treat me like a king, I'd go elsewhere.
I'm going to assume this is a Leeds/Summerbridge company, I think they are going through big changes at the moment, so possibly worth a 2nd chance.
Also, as an employer and manager, personally I also go down tons route of leading by example and training, not thebikechains cattle pod and iron fist, but each to their own.