bad service

i went to the store on the 1/11/2022 to do a swim swap when i got there the store was closed at 17:45 meanwhile trading hours says 18H00 then i asked to talk to one of the staff member who told me that he can't help me bcs they are closed, I then asked to talk to manager Katlego which i did and she promised to call me back the next day at 10,till today, I called her to day to do a follow up with her as i requested her to ask the guy to call me for apology as he gave me bad service she told me the guy said he won't call me, I am wondering how can the staff member tell the manager what to do so clearly the guy doesn't care about clients as he told his manager he won't call me and the manager accepted that really now, my contacts is ***,all i need to know is what time does the store closes and it was not busy if maybe it was full in the store then i would understand.