Poor service from PICK N PAY MANAGER

I went to the store to buy cigarretes,at the kiosk there is no one assisting,told to go and follow one of the queues at the till points which were extremely long(2nd Apr at +-16h50)...I went on to a receiption met the tall african bald gentleman(no name tag) who introduced himself as a manager could not help me instead he told me that in 'THAT'pick n pay that is how they operate. Left the store without getting what I wanted and it was available. Absolutely no customer service from the 'manager' as he saw that i had difficulty in walking not talking of standing on his long queues... And I do not understand his statement when he says THIS IS HOW WE DO HERE IN THIS PICK N PAY,aren't all the pick n pay stores the same?why is there kiosks in the stores if they are not to be utilised ?