Poor customer service

On Saturday the 30th of January I went to Mica to buy a few things. One thing I needed was a steel sheet. I could not buy just the size I wanted, I had to buy the whole sheet, this is fine, I went to a few other places and they have the same rule. As I started at Mica and I go there very often, I went back to them. The gentleman working the courtyard (Lucas) did tell us he could cut it to size. Before going back to Mica, I did first measure another gate at home, figuring if I had to buy the whole sheet, I may as well get them to cut it for me. My wife paid for the sheet and went to the court yard to get it cut, I did the rest of my shopping in Mica and paid for that. When I went to the courtyard I saw my wife was in a state. It turns out Lucas would only make one cut in the sheet and told her she was wasting his time if she wanted more cuts. I told him that was not acceptable and he brushed me off saying only the first cut was free and the rest were R30 per cut, he did not tell me this before making the first cut. I went inside to complain and was first told I would have to pay the additional costs so I asked for a refund. As the sheet was already cut once, they did not like this idea so finally they decided to do the additional three cuts for me. This whole scenario added 30 minutes to my time, totally unacceptable and not expected, I have never had an issue before with them and I have been there numerous times. Lucas should not be anywhere near customers.