Poor customer service

Last night, Tuesday 17th I went to Pavilion Edgars to exchange 3 items that I had purchased on my account on the prior Saturday(14th). When I got to the customer service section I was the only one waiting in the queue. There was one teller who was busy with a couple and then there were four tellers helping one customer. I had wanted about 5 minutes until my father in law spoke out and said, "can someone please help her, I am sure you don't need four people to serve one customer". We were blatantly ignored. Sadly I did not get this ladies name, but a lady(I presume supervisor) walked past and said that I could go to the main check out and she would assist me, she was very helpful and apologetic. In the meantime my father in law requested to speak to the manager, Liz is her name. When my father in law relayed the events of sheer rudeness and disregard to Liz, her response was "No-one told us there was a customer". Really, the whole customer service section is open, you can see if and when you have customers, anyone who has ever been to Edgars knows this. She then proceeded to go on and explain that she is in the back so she is unaware of customers waiting. Poor managerial s****s. Sad that it only takes one person to leave a bad name for a company.