Atrocious Customer Service.....

I've just witnessed and experienced the most appalling customer service at SHOPRITE Cosmo-City from Brenda Sebothoma - Assistance Manager. I wanted to buy a pack of cigarettes and a litre of coke, after waiting for more than 10min on the line I was told that I cant pay for the coke at a kiosk because its considered groceries, therefore I had to wait on two lines, one for the cigarettes at the kiosk and one for the coke on the express tills. When I approached Brenda and ask her about this inefficient process, she just rolled her eyes and used a very condescending tone and said "Theres an internal reason for their process". So I'm wondering whats the SHOPRITE customer service strategy? Make life difficult for your customers or you just don't care???