Shocking customer service.

Terrible shopping experience at Makro Strubens valley. Went early to avoid the queues, and at the checkout they have a new system - they scan the items directly in your trolley. So you have to hold everything in your hands as they scan the items in the trolley, the operator had never used the new equipment so it was hopelessly slow with constant intervention by another check out lady, and no screen to see what was be charged/ scanned, but eventually we got out to find we had been overcharged for one item. So off to the refund queue, 25 minutes here, because there is only one teller and she does the online collections as well. People in the queue told us this is regular procedure - comfortably an hour to collect and online order!! Then they had to see me and the card - I was waiting outside because of limited people in the area. So then it's me into the queue, eventually we are given a Credit note. But I wanted cash because I was certainly never coming back here again to shop like this. So then it was back inside and into the queue, but had to go to customer services, here the responsible person - "Doris" was actually not answering her phone. So I wanted a manager - but the manager did not answer either. So I found 2 managers chatting at the exit and asked why they didn't answer their phone. I was told their are 40 managers and this particular manager had not had his phone ring, so nothing to do with him!!?? But he took me back to customer services and then also phoned "Doris" who still didn't answer. When I got pushy he snapped right back at me - seriously?? So eventually I was sent back to a checkout queue to get a refund from a teller, 45 minutes of absolute frustration for R23 odd! Why did I bother? Well I won't again, and respectfully suggest that Massmart quit and please leave the retailing to professionals, let a proper retailer join the area with Builders, Chamberlains, Leroy Summer, Pick+Pay, Spar Checkers in the Strubens valley area. Makro you are bring down the area. Frustrated customer, but now certainly wiser....