Offensive customer service

On Friday 26/10/2018, my husband and I went to shop for a few items at Pick 'n Pay N1 city. We went to the kiosk counter to pay, as all the tills had long ques and we had less than 5 items. Moreover there were 3 employees having a conversation there as the teller was free. Upon arriving at the counter, the teller told us that she can't help us and continued with her conversation. So I asked her why she couldn't help because there was no closed sign at her till. Then she told me that is not her till and she refuses to work on it. She shouted across the floor for a colleague of hers to help my husband and I rather. I asked the lady that helped us why her colleague wouldn't help us but she was as stunned by this as we were. The lady that was refusing to help us was wearing a name tag with the name Patricia, but she was addressed as Wilmery therefore I am not sure what her actual name is but I would like the franchise to address this matter as there are many people that are unemployed and that would be willing to do Wilmery/Patricia's job if she isn't willing to do it. More importantly she needs to be educated about customer service.