unattendent phone

i started to phone the store from 8 oclock in the morning and i assumed they ere not opened. i called again from 9 octock until 09:45 the phone was ringing non stop then later on a gal by the name of lungi answered the phone and i asked what time they open she said they open at 9 and i told her that but i started calling from 8 to 9:45 she easily told me that they were all busy at the back!!!! my question is how they can all be busy at the back even when the store is opened. the store is very small even if they all at the back but they can ghear the phone. i was very upset iabout this. it was on the 11 th august 2015