POOR CUSTOMER SERVICE AT SHOPRITE

I'm laying this complaint on behalf of my Mother, On March 2018 she bought a 10kg "White Star" maize meal at Shoprite Durban ,West Street . When she arrived at home she opened the said maize meal and put it to its Tupperware container, and when she was about to make a porridge in the morning she noticed that a maize meal had "White Earth Warms" . On 2018-03-20 She then took a White Star Maize Meal back to Shoprite West Street where she bought it with a Slip as a proof to ask for an exchange or a refund. She was assisted by an african female who deals with returns (she cannot recall her name), she took her slip,told her to wait. She waited for three(3) Hours,and she came back and told her that she just lost her slip. She told her to come back again any day to try and make a claim since a lady lost her slip. My mother left Shoprite without any assistance after she waited for so long, Her Rights as a Consumer were Undermined and Violated, she is a Pensioner and suffer from Arthritis (but Shoprite made her stand for hours for nothing). Further steps must be taken, we're very disappointed as a family!