Terrible customer experience

On Sunday the 18th of December, I visited Ackermans in Soshanguve Crossing. I was on the line to pay for my lay-bye from around 13:05. At 14:00, we had loadshedding and we were told that they are not going to help any Customers as their manual trading books are full as the was loadshedding in the morning. What ****es me off the most is that all along they did not communicate with customers as to what will happen if the is loadshedding. They were just being dismissive of customers with a I don’t care attitude. When I asked how does such a big store only have 2 manual books that are full, could they not have ordered ordered books in advance and the lady as she did not have a name tag on said it’s Sunday where do we expect them to get books. After I made several calls and was about to leave, a guy buy the name of Ephraim introduced himself as the manager and he also did not have a name tag. He was with Tshego and Linky, they stopped me and said that customers will be helped as they found another book. Another customer came to complain that she is paying cash and was told she can’t be helped. Then Ephraim told her to go back to the tills and she will be helped. I do know that you can’t get a lay-bye during loadshedding but my frustration is why don’t they communicate with customers. They tried to blame me as the customer as to why did I not jump the line to pay for my laybye as they had a tillpoint for those payments. How do they expect us to have information if they don’t announce inside the store. Their customer care is pathetic