Customer Service

When Mr Price introduced laybye option,we were excited because laybye is much better than buying on account.I made a laybye at Carlton Centre(kids one) sometimes last month.Yesterday I had to collect my laybye and it was a very unpleasant experience.Firstly and understadably the queue was long,to my surprise when I got to the till to be told I shouldn't have queud.It was my first laybye with them,and didn't know about this and for them to assume that every customer knows their procedure its plain lack of customer service.After waiting 45minutes for my laybye to be collected from the back(had to ask management to intervene) their cashier (Kesolofetswe) had an audacity to tell me that I'm better some customers wait for four hours for theirs.I'm not sure what makes her think it's okay for customers to spend the whole day waiting for their laybye.Why would Mr Price introduce such a great option yet not have ways of better managing it?Why would their cashier utter such nonsense and think customer should be okay with it?I'm dissapointed really