Bad Customer service at PEP

I am highly dissappointed in the Bad Customer Service I received just for an exchange at Pep Stores The Crossing in Mafikeng. I had to wait in a long line after collecting the item from the shelf that I came to exchange. When asking the cashier as to why are exchanges done differently at other PEP STORES she just bluntly answered thats how they work there and then ended up speaking to the Manager/colleague in Setswana thinking I dont understand. The Manager/Colleague was scanning clothes the whole time and was not assisting any client but still send me to the back of the line/queue refusing to assist.