Poor, poor service at it's high level

I went to Pick n Pay at Galleria mall to buy my bus ticket and I stood in the line for more than an hour. The was only ine lady that was being assisted during that hour and she looked like she is not sure of what to buy on whatever that she came there to buy because she was sending voice notes ti somone while she is holding the line. That is not my concern, my actual concern is the lady that was assisting her not once did she inform us if she is experiencing any technical problems or ask someone else to help us while she is busy trying to assist the other customer. When I asked to speak to the Manager I was so surprised that it's the gentleman that was sitting behind the que the whole time not trying to assist the poor customers that has been waiting the whole time. His name is Spha. I was so shocked by the poor service and lack of communication in a store that is located in a big mall like that... I left after an hour with no ticket but apologies that had no meaning