Poor service, arrogance, no customer focus

My wife needed bedding and accessories so we decided where better than Edgar's for a premium offering. After we had a picked a few items and walked towards the till an employee came and removed an item from my trolley saying I cannot buy this as it was for another customer. I had first said, you dont pick stuff from trolley and then speak, you speak first and ask me for my stuff. Anyways since when is there a reservation system? Anyways she got annoyed and walked away. Didn't get her name

I get to the till and they ask for my thank u card, and I say I also want to use the vouchers but not sure how much should be around r1000. They try and cannot get info on the card and ask me to go to customer service which is a level up and the lifts are not working and I have a trolley. Anyways I find an alternative lift and proceed. Wait in the queue and get to Zinhle. I explain what happened downstairs and she tried the same thing and responds, sorry sir your cards are expired and you have lost the money. Imagine my dismay.

I say I will accept this, it is unacceptable and she says sorry there's nothing we can do to help you. I say I'm not accepting that and need it to be resolved. She walks away and say shes going to call the manager. 10 minutes I'm still waiting and decided to call the number on the back of the card. 10 minutes through this conversation a manager shows up so this is now 20 minutes later. She gets guidance from the agent but refuse to accept it and needed reference upon reference to sort this out. Why wouldn't she as I am paying for this call. So her name is queen and she continues to talk on my expense and at the end of it says I owe her R1500 and something. The service was absolutely poor, no customer focus, laziness and arrogant if you ask me. If we didn't need those items I would have walked out. Anyways now I know not to return.