Waiting 1 hour 15 mins to speak to a consultant

Upon arrival at the store in the Menlyn branch, I was told to put my name on the list of customers wanting to be helped. While I sat and observed the process for the more than 1 hour 25 minutes which I was required to wait, I watched out how consultant's friends and what I must assume be families, walk right in, do not have their names listed and then get helped right away. They did not have to wait for one moment. The time they did spent with the consultants was devoted to much laughing, joking, hilarity, being shown different phones in the shop and lengthy discussions about anything else but the phones. When I eventually, after having waited for 1 hour 20 minutes just to find out if I would be allowed to change to another type of contract, got up and asked the guy who seemed to be somehow \in charge"what was going on"