Very poor service

I just had the worst service ever at Shoprite Elukwatini. I literally was in line for over 1 hour. I don't understand why tills were being closed while they could see that the store is full and its festive season obviously its going to get full but its looks like that plans were put in place for this peak season. And its seems like its a norm now because alot of customers were commenting that the service is always like that. There was not even a complaint box so customers that write their complaints and cashier was even scared to inform me of tue Manager because seemingly she will get it trouble if she had told me. This needs to change. Its ridiculous that a customer must wait in line for over an hour its unacceptable