bad customer service

i went to mrp home to cancel an order i made at the shop, unfortunately i didnt have the crad that i used when i made the payment. the lady that was assisting to authorise the transaction told me if i dont have the card then there is nothing she can do because the system is giving her the option to refund by cash or eft but they cannt give me cash cause i used a card for my transaction. i then asked what if i had lost the card what will happen then??? she could answer me and kept on mumblling, she eventually said she will contact her area manager Aaron who will tell her what do do , this is after i waited 15min without being told what is happening, on top of that that lady was assisting other customers while she was not even done with my query. i feel that the lady is *********** to hold a senior position at the shop when she cant even make simple managerial decisions and worse part she cant even service customers professionally without taking the issue at had personally. please tarin your staff well to be able to deal with situations that are out of the norm.