Harassed by one of your staff

The kind of service we receive at jet store in brakpan voortrekker road is appaling. I went there yesterday during lunch hour to buy a few items before my meeting. When I arrived at the counter to pay there was no one to help us I asked this other lady also queing there how long she's been waiting she said its been a while. We waited another 5min approximately before I managed to grab the attention of one lady by lifting my hand. A few seconds later still no one came , I turned to take back the items I bought because I was now running late for my meeting but then I accidentally broke one item a nivea roll on so unfortunately i couldn't leave now because I have to for someone to assist me and pay for the broken item. And in walked this guy ..he walked straight to the counter and didn't even bother apologising for making us wait that long. I immediately tried to explain what happened but before I finished talking he started shouting at me in front of everyone. I couldn't utter a single word I just let the verbal abuse carry on and he was done I asked his name because he was not wearing any name tag , he told me its Sanele, I gave him R20 to pay for the broken roll on , left the other items with him , didn't even wait for my change and quietly left the store. Is this the kind of harassment one should encounter when buying there ? What happened to customer service with a smile ?