Since when are franchise owners 'inaccessible'?

I am a daily/weekly customer at the Meyersdal Mall Spar. I decided to assist my nephew who just matriculated (head boy in his school) to get a short part-time job, doing what ever is needed if help is needed. I got to Spar and requested to speak to management. I was directed to an elderly white lady who was said to be the only management around. I went about enquiring from her how and who would I need to speak to in order to enquire further on matriculants seeking part-time employment. She told me I would need to speak to the owner. When I requested to speak to the owner she said he was not around and pops in infrequently so I can't even setup a meeting. I further probed for his contact details or email address, she rep**** by saying she can't provide me with this and can't help. Customers are integral stakeholders in the retail space and play a huge part in maintaining the entities reputational risk. If there is inaccessibility to the franchise owner or relevant management, how are we to maintain or rectify this? Furthermore, a major value of Spar in creating youth employment, how is this being done here when this matriculant wasn't even given an opportunity to be heard?