Bad customer service from management

I normally buy my son sandwich almost every morning at Shoprite middestad mall in Pretoria cbd on our way to school, today when i got there the queu was long we couldn’t wait since we had limited time, left his school bag at parcel counter the lady who was working there in there morning said she gave me ticket number 15 which i think someone took it, because normally when i give them my son’s school bag at the parcel counter they’ve never gave me ticket thought she’ll but it on the floor like most days,your manager who was supposed to help me gave me attitude and she never even bother to listen to what happened she said they cn’t give me my son school bag because it might not me mine, I asked how will i claim a school bag which is not mine and i was at the shop for only few seconds not even a minute, I forgot the managers name but she doesn’t have customer service she need proper training, i wanna appreciate the lady at the parcel counter and the security guy for their customer service, my son was late at school because of your manager who never even bothered to solve the situation instead she walked away i’m totally not happy with her customer services and from today i’ll buy my son sandwiches at Pick ‘n Pay because it’s also near Shoprite.