Bad customer service

Bought 3 pairs of shoes on black Friday. One pair for my boy was small, went back on Sunday to exchange at Rage jabulane mall. The was no bigger shoe for that style so had to take another style. I was informed that the department that create codes or reference number at call cente was not picking up their phones so please come back on Monday. I went back on this Monday, only to be told to be patient the call center people took a long time to pick up the call. The consultant was not kidding we sat with other customers for 2 hours while the call was put on loudspeaker while it was just ringing, then it will go back to switchboard and they will transfer to the department again that was just back and forth. That was just nonsense, imagine sitting in a store for 2 hours and only those people can do that not the stores. Not happy at all about that. Rage need to look into this next time they do black Friday, their employees in that department at head office need to have changed their work ethics.