Terrible customer service

I bought school shoes on the 08/01/18, unfortunately they were big and had to return them to the store. I went on the 15/01/18 and the service at Edgars Joburg CBD was terrible as usual. Long queues with only two people working at the till and to make everything worse, they had closed the customer service department and we must all use the 2 open tills. Spoke to some lady from the wrapping department and she advised there is nothing they can do, saw the manager Vumile and I asked him why is the customer service department closed? His response'' It is not closed, it is operating from the normal tills'. I asked if it is wise as the queues are too long and the service it just terrible as we have been waiting for 30 minutes but unfortunately he cannot do anything about that.