Incredible delay and waste of time at Incredible Connection

I went to buy a Samsung A04e phone at Incredible Connection in Cresta this morning. After the lady behind the counter told me that the handset was available, another told me that it would take 10 minutes to fetch the phone. This became closer to 20 minutes if not more, which I find inexplicable and unacceptable. In the almost 3 decades of owning phones, I have never experienced this kind of delay. It has also resulted in my having to reschedule an important meeting. I find it "incredible" that an specialist IT retailer such an Incredible Connection should impose this kind of delay on customers.