Extreme bad service!

My wife bought the incorrect item and needed to return it to Cresta branch. After waiting for 30 minutes she was eventually assisted. As always the "computers were down" so all had to be done by hand. The pathetic service she received was beyond acceptable. She was made to wait while they filled in the paperwork in an extremely slow manner. Disappearing with her ID for an age and showing no professional manner at all. My wife was eventually reduced to tears by this poor service. It took over an hour and a half to complete the transaction and then to be told it will take at least 14 days for the money to reflect as being returned. Totally unacceptable and you should be ashamed of the way you conducted yourselves.