Dischem. Bad customer service

My mum is a 70 year old pensioner. On the 16/03/2023 she went to Dischem President store in Krugersdorp, SO33 .She was assisted at 2:31 by a teller called Prudence Dhludhlu. When my mum got home she realised that the teller did not pack her expensive face cream and Dettol soap. She can only afford this cream once a year. When she went back to the store the next day , the workers at the store had attitude and was unhelpful. Should they not have checked the cameras to pinpoint what happened to the cream? Or could the cream not have been handed back to management. Can they just get away with such behaviour??