No sympathy from staff

I was at Edgars Vaalmall to exchange shoes on Sunday 10th May 2015, I needed them in a different colour. I forgot to come with my mothers card as we had just lost my grandmother and everything was hectic. I then enquired about the process we need to follow when reporting a deceased person, she rudely asked who passed away, I told her my grandmother did, she rudely asked when, I told her on Friday, she then said we should come with her card and take it from there, she asked where her children were, I told her that they are at home, she said they must come, not me, I'm not the beneficiary. I was lost for words, I just didn't understand why she had to be so cold yet had just lost a very important person in my life. She was irritated that I didn't bring along my card to exchange those shoes. I lived with my grandmother for a very long time and managed her finances, I was there when she made her last purchase and therefor I needed to know what to do in the case of her passing. A little bit of sympathy and empathy would go a long way, especially from an older person, I would think she knows better.