card replacement

I called the Jet Store at Phumulani mall Tembisa to find out what time are they closing on a weekend so that I can come get a replacement card and the lady called Wendy said that I cant be assisted today because they don't have any one who can assist me with a replacement card so my question is doesn't Jet store train their stuff with such things as replacing a card, so does this mean that if that particular person is not at work, customers wont be assisted? in my cased im not available during the week and I can't make it to the store after work because t knock off late. so this means I should wait again for next weekend and maybe only find out that the same person is not available. so I wont be getting my card any time soon...