Bad customer service

My girlfriend yesterday forgot an item she bought at Canal walk Dischem, which she realised when she got home 2hours later i went to collect the item which she sent a picture of an original slip via WhatsApp,a security at the entrance was so helpful to get me a copy of the original slip for their controller to check the footage which i stood there waiting for about 20minutes to confirm it was forgotten and the person who forgot the item must come by herself to collect the item and that lead me to call for manager because i didn't understand why some has to spend R60 of uber to canal walk to collect something she sent me to collect with proof, i spoke to Melanie who also told me i must bring a hardcopy of the slip but i showed her a picture of the original slip and she even witnessed when a copy was printed for the security to check the footage. I wasn't really happy after wasting mytime waiting almost 30 minutes all to be told i must go home get the slip so i can get the slip, who knows today it will be a different thing