Poor service at Ackermans Galleria Mall

I am so disappoined with the service from Ackermans Galeria Mall. I came to the shop with my kids to buy Christmas stuff and when we were at the tills the system went offline. We waited the whole day for it to be back and our stuff was kept separately for us to collect with my contact number. However, they didn't bother to call us back and when I came to the shop they told me to choose another stuff not even realizing that the reason why I came with my kids was for them to choose their preferences. Now I'm stuck I don't even know what to do because they were many items.