3 Hour wait for upgrade

I had the most awful experience at the Fourways iStore yesterday as it took 3 hours to have my upgrade done on my Vodacom contract. I arrived at the store at 14:40, I was put in a queue for contracts and one of the consultants, Jonathan, assisted me not to long after. We got some paperwork done and then Jonathan informed that, because I also enquired online, there was an open quote with the online iStore which needed to be cancelled first before we could proceed. Jonathan said I could perhaps do some other shopping and he'll phone me as soon as we could move forward. About an hour later, no response from Jonathan so I went back to the shop to find Jonathan had left (not sure if it was for the day or whether he had just stepped out). This was followed literally by hours of waiting randomly in the store with what I assumed was the floor manager flailing around trying to assist without getting any results, eventually he just avoided me. When I enquired where Jonathan was, nobody could get a hold of him. Eventually the ops manager in the store engaged with me trying to locate Jonathan to try and finalise the upgrade. More waiting ensued until eventually, after 3 hours of walking into the iStore I got my phone. This was the most unpleasant experience and I cannot fathom how iStore and Apple would accept a 3 hour turnaround time on an upgrade which was not complicated...no change of ownership, I had all the documentation, same banking details etc. etc. Based on this I would absolutely deter anyone to have any dealings with the store.