Express till the worst till and queue to join, not as express as it sounds

I often buy at PnP Mall@Redds in Centurion and sometimes I buy less than 10 items. Just like any other retailer, they have an express till which according to me does not serve the purpose. You actually regret why you joined in that queue because people who join the normal queue end up being served before you. Yesterday I was annoyed because people who came after me in the normal queue left the shop before me, there was a guy who only bought a bottle of water and he joined in this express queue and I felt really sorry for him because the queue was just not moving, the teller also seem to be very relaxed, unlike an express teller. Whenever I want fewer item I will now go to Checkers because their express queue is really fast and they have 2 or more tellers, at this PnP you will always get 1 teller for express items. Its quite disappointing. I asked for a Manager to raise this with her who was in a meeting and left my contacts for her to call me, but she hasn't called me since. I guess I now know where to get the best service.