Should be fired

I went to Checkers Leaping Frog about a month ago, after doing my purchases i went to the Lotto counter. I requested "quick pick" the lady at the counter didnt ask me if i wanted lotto or just lotto plus as they are supposed to ask this, when i asked her why she said she gave me what everyone takes, that is why she didnt ask me. I called for the manager and was told that the store manager was gone and i couldnt have his number or details, There was a female manager that came through and apologised and she wanted to print me a new ticket. She asked the lady at the counter to apologise and even explained to this lady that if she didnt apologise she could lose her job. The lady at the counter didnt care, she refused to apologise and spoke in her "mother tongue" she was rude and arrogant and didnt care if i complained, she dileberately disobeyed her manager in front of customers. 2 days later i went back to this store and the same lady kept giving me funny looks. why is this person still working there? why do you employ such rude and abrupt staff?