Bad Service

To whom it may concern,

I experienced a very bad service from a woman by the name of Lusanda Chai at the above mentioned branch (Carlton Centre), I went to the kiosk(cigarette counter) to buy a pack of cigarette and a packet of cheese curls(simba chips) i took from the from the shelve and i was told by Lusanda Chai that i cannot pay the cheese curls at the kiosk i need to go to the queue to pay for and the cigarette will be brought there as well and when the person that i was with asked if there is an express tellers she said "no", I've never ever in my life have heard such and bear in mind that the queue was very long, how can a person wait in such along queue to pay one item or two yet at the cigarette counter/kiosk is empty?