Bad service

I arrived at Beacon bay Game store at 11:55 to collect my RCS card ,at the counter there is no one I was told only Sikelelwa that is responsible for the collection of card desk no one else even if she is on lunch there must be someone else to do it .The manager of the store told me straight on my face that I will have to wait for her there is nothing he can do. Sikelelwa arrived at 12:54 and tell us there are no card cards we must go to the other store Vincent park ! What kind of service is this ?