PEP Home Illanga Mall is staff member is rude and disrespectful.

I went to PEP home Illanga Mall to get a parcel. On arrival I informed the staff member the I have my ID Document and that my phone got damaged and I was forced take it in for repairs, is there any way she could help me. She said I should call the Paxi to assist me. She dialed Paxi from their phone. While I was on the line with Paxi (they put me on hold while calling the sender to get permission to give me the parcel), another staff member complained that the call is taking to long. Just when the paxi lady on the phone came back to she requested that I write down the sender phone number so rushing to write the number since the lady is complaining about the time, i took a pen lying on the counter to write the number and the same lady said she is using that pen. so i gave her the pen back which she just left again on the counter. I waited for the helpful staff member to bring me a pen. When i asked the lady why she is being difficult with me she said it is her pen anyway and whatever I am dealing with here is my own issue. So I said you were complaining the call is taking too long yet you refusing to help me with the pen and she said " Who's the manager here?' so I asked her to get me the manager and she said there is no manage. I asked her name and she didnt want to give me so she said she has a name tag, so I let her know that her name tag is not on her being (visible). She took her name tag out of her pocket and put in in front of my eyes rudely. The name Promise appeared on the name tag. I feel like she was very disrespectful and rude. I am not sure if PEP trains their staff on customer service or whether PEP only cares to cheap and not care to retain customers. I feel this matter could have been handled better because the problem was just a bad attitude from someone that was representing PEP.