Cash send query

I had a terrible experience at shoprite (BAMBANANI shopping centre) in diepsloot. I was at their liquor store to buy and the only money I had was a Capitec Cash send . The cashier said I can't withdraw the money from her till and that I had to do the cash withdrawal inside the main branch and then come back and pay for my items. Keeping in mind the month end long queues. I am disgusted by their service. Thanks