Supposed service at Boardmans

I had been waiting for 10-15 minutes in a queue at Boardmans (Kollonade). Two customers simply went to stand at what is supposed to be the exit side of the pay point and were allowed to pay before myself and other customers. When I confronted the staff at the pay point about this they were as unhelpful as you can imagine. The customers (the very one's who skipped the queue) confronted me saying that they had been in the line, which is a lie as I had to join the waiting queue. The staff, which included the manager was supposed to point these customers to the correct queue. Instead, they allowed them to pay ahead of the rest of the customers. I left the establishment without my intended purchase at which point the staff simply laughed at me! Big joke, yes? You are losing customers to staff who are not doing what they are supposed to. My wife has an Edgars account - we are going to close this account and under no circumstances will we ever buy goods from Edgars or Boardmans again. I am livid at the lack of customer service. How can one live in a country where NO customer service and simply disobeying general rules has become the norm?