Staff don't adhere to guidelines

The vangate mall pick 'n pay staff don't adhere to their own guidelines. Today 19.03.2020 at 15:12 I was in the express queue (10 items or less). Infront of me was a lady with more than 10 items. The cashier told the lady she had 26 items but still assisted her ahead of those who was adhering. It's frustrating...