Communication Gap/ long queue

I was at the store on 21/11/2015... Purchasing an outfit my daughter as she was going on a beach outing the next day. I had the shoes, dress and a matching hat for the outfit. I went to check out when getting to the check-out, there is a long queue with only 3 cashiers on counter (as usual) no worry about the customer to service them..stood for an hour before being assisted by Nozuko(,can't remember the spelling) the cashier. No warm welcome, no apology for waiting so long not even an hello, anyway as she was scanning my items. She takes the sunhat and puts it aside without informing me why. I then ask why she isn't ringing it up she tells me \ u can't purchase this item