Complaint against Pnp Tokai Supervisor - Stephanie Adams

I attempted making a quick stop at PnP TOKAI on Monday morning (09/26). I NEVER frequent a PnP but had no choice on this day. I chose a number of things and when the cashier rang up my items I asked her why the discounted items weren't reflecting. She advised that the discounts would show after the sale was complete. I paid and we checked the till slip only to discover that some of the items weren't discounted at checkout as it should have been. The cashier then took the slip and went around the counter to speak to another employee, after which she started typing away at a computer. I assumed she had initiated a refund process. She then calls me over and I go towards the counter whereby she asks me for my details and I provide it. She then hands me a slip of paper asking me to sign and puts R20 something rand on the counter. At this point I'm confused as my purchases were over R500 and the difference in discounts were more than R20. I stop and ask her what I'm signing for as I'm not understanding the process we have to go through now. The unknown employee passes at the back of the cashier at this time and says "this is the process for your refund'. She doesn't introduce herself, doesn't apologise for the confusion, just interjects while rolling her eyes at me. I asked her who she was as she never eintroduced herself and neither do either of them have name badges on, and whether she was supposedly the supervisor. She pulls her jacket aside and rolls her eyes while exposing her name as STEPHANIE ADAMS. One of them in the process had passed a pen to me for signing and I was explaining that I don't want this entire process, can they just refund me as I needed to get my kids lunch to their school, STEPHANIE then proceeds to rip the pen out of my hand!! I was so SHOCKED, to say the least I shouted at her are you crazy? How do you rip a pen out of a customer's hand? I demanded to see a manager and she walks away while saying "ya, its fine, you can call the manager". She totally dismisses me and walks away into the store. The cashier proceeds to refund my purchase and goes off to find the manager for me. Within a few minutes, Shaun came to attend to the situation. He was polite and apologized for my experience that I'd had in the store. I demanded an apology from STEPHANIE as I have NEVER EVER been so disrespected in ANY store in my entire adult life. Shaun leaves the room and comes back with a woman named JUANITA and introduces her as the shop steward. STEPHANIE ADAMS then comes into the room filled with the attitude that we had just left her with. Shaun asks me to explain why I had him called and I go ahead and explain. After I'd spoken, Juanita turns to him and says "Shaun, you're not supposed to do this. You're supposed to call STEPHANIE when the customer is gone." To which Shaun replies that the customer demanded an apology while in store. I felt like the biggest piece of ******* while standing there! The disregard for the customer experience is SHOCKING!!!!!! and DISGUSTING!!!!!!!!! Stephanie then says that my version of events is wrong. I asked her "did you or did you not rip the pen out of my hand?!" and she says "yes, because you had an attitude!" SO basically her job is to match the customer's irritation when THEY mess up a sale, inconvenience you, and DO NOT explain the process, or apologise. She then leaves the room, with her shop steward and leaves Shaun standing there looking so embarrassed I felt sorry for him. There's ZERO way that a store can be successful having that type of people as SUPERVISORS!!!!! I asked him for the complaints line details which he gave me and he offered to walk me out of the store. As he's walking me out of the store, an old lady comes toward him shouting "Shaun, wheres the slip?!" he stops and asks her "what slip?" She then says " the refund slip, where's the slip?!" I asked Shaun if this is the lady appointed to fight Stephanie's battles for her and she turns around mockingly saying " you've got THAT right, I'm a lady!" I'm left speechless at this situation. Absolutely speechless.... Driving past PnP to a store of my choice just proved itself in this entire experience. Never, ever AGAIN. The customer is an inconvenience in that store!