No one at customer collections

We bought a chest freezer and weretold to fetch it at the back. We waited a full 20 minutes before the freezer finally came and then they needed to find someone to open the gate, which took another 10 minutes. There was no "sorry you had to wait" or any apology. Bad service all the way. If it is so much trouble to let a client pick something up from the back, let them take it through the front door or charge them less than R260 to deliver.