Poor customer service

I arrived at customer service and asked to be helped as I boughtba brand new gas braai and there were parts that were missing the lady at the counter referred be to go to the gas braai section. The guys were helpfull and asked that I go back to the customer service for the refund , already being on the line before I thought the lady will assist quickly by issuing me with a voucher instead I had to stand back in the line Being the 7th customer in the line. When I enquired I was given a blank look and no help.