No idea how to handle a bad situation, management absent.

Earlier today I was shopping and Pick and Pay Doringkloof. At the security at the entrance was an elderly lady in a agitated state trying to get the security to assist. I learnt that her that she was of the opinion that somebody in the store stole her purse and phone and needed assistance. No amount of crying and begging to elicit any positive response to her pleadings. All the other staff jut stared at the goings on. I tried to find a manager, which I think would have been the logical response from security. I think the situation was handled very badly and it seems that you done care about your customers.