Horrible Service

I was @,Jabulani Mall to do my shopping it happened that the 18 packet of tissue papers plastic was opened when we were @,the till and we had a lip gloss when the cashier rang it it fell inside that torn plastic and disappeared inside the tissues after paying we took the tissues back and took the one with a, sealed plastic when we arrived home my daughter remembered her lip gloss and I said will go back tomorrow morning I went back to the shop and from customer care was told to go fetch another one. I came back some other day and said to my daughter to go buy her ball points and the soap will wait near the entrance but inside when I saw the lady that was helping the day I bought the gloss that fell inside the tissues her manager who was helping to void she said to me "yah I did see that you are friends there was no mistake it was just a story you know each other I was baffled by her manner of approach and asked are you talking to me as a customer like that is this how you were trained did I speak to her now behind the till cz she was going out are we not supposed to speak to the staff even when they are on the floor cz I thought she was going out I asked to see her name and it's Cleo Motha I was angry and after my daughter has paid we left. I decided to write this email to you cz it's the 2nd incident same shop with different managers same year within few months their service for me is quiet horrible and unprofessional wondering if they do go for training