Eastgate istore services

I went to istore in Eastgate yesterday around 15h45, I was going for an upgrade, I have been on the waiting list for the new 13 pro max since last year, when I got there a lady told me that she could not help me bcos the shop closes at 18h00 and the upgrade process apparently takes the whole day, I am stunt, I am inside the shop two hours before it closes and I am told I cannot be helped bcos the store closes at 18h00, can somebody pls help me understand this one🤔. Half of the shop assistants points to the other when you need assistance. The service there is disappointment to say the least!