Staff refuse to assist customers with heavy items

My mother-in-law and I visited Builders Warehouse Zambezi on 14 February 2015. After receiving outstanding service at the paint section from Ananias and his team, we went to the ladder section. We did have to look for someone to assist us but when we found someone, he was helpful and managed to hook the ladder inside the trolley so it does not fall off. After paying at a cashier in the back by the collections end, we could not manage to hook the ladder back correctly. Two male employees were standing behind the service desk staring at us struggling. The cashier asked them to assist us but they ignored her. We struggled for quite a while until I eventually grabbed the ladder to carry it. My mother-in-law is still recovering from shoulder surgery and is not supposed to handle anything heavy, but she pushed the trolley so that I could carry the ladder. As we passed the two employees, I said to them \Thanks for the help". I admit I was sarcastic but at this point I was fuming. Instead of apologising or assisting or calling someone to help us"