Complaint

Yesterday I bought a number of items from Ackerman and it took me almost an hour waiting to be served to pay. I today went in to request exchange, the queue was still there which consisted of more than fifty persons. I spotted a lady who was chatting to a person who seem like she knows on the queue. I asked her if she can assist with authorization to exchange a smaller size to a bigger size which I had already had ready at hand. She carelessly denied and told me to join the queue whilst carrying on conversing. So disappointing. I would like to know if this is an ethical work conduct?