Poor Service Delivery

I was at the Shoprite Eswatini Mbabane branch today to get service from the Kiosk, the branch manager told about ten of us at 14h00 to return after an hour as they were very busy with a transaction of a very important customer who had purchased over 300 gift vouchers the day before. I waited for the hour, when it elapsed I asked the cashier to attend to us and continue with the gift cards. The cashier responded her manager said she has to finish debiting all the gift cards before attending to us. The manager who had gone to her office returned and we asked her to intervene as the hour had elapsed but she insisted we wait longer as she had earlier said but the hour had elapsed and not even half of the gift cards had been processed. We asked why was this gift cards activity not done the day before at cashing time or first thing in the morning while there was fewer customer but the manager instead ignored us and went back to her office. Out of frustration I went to her office and asked for her manager to escalate for intervention to which she provided a telephone number in the range of +******* which never went through on multiple attempts. Almost all the customers at the kiosk left after me and I was totally disappointed of the service I received from Shoprite Mbabane branch, the lack of empathy from the branch manager is just a disgrace. More than ten customers left with a bad business image over one transaction due to the managers inability to act decisively on time. If you are going to put up timelines to customers keep up to them if you face challenges positively communicate back.