Horrible service and unfriendly attitude by manager

I visited the Woodmead store on 15 November 22 to pay off and collect my items. My wife had initially made a lay-bye for items totaling R1950 on Sunday 13 November 22. When I walked into the store I was welcomed by a staff member who was not uniformed on the second till. I greeted back and explained that I came to pay and collect the items, and he handed over my slip to the staff member on the first till who I believe is the manager or superior because of how he was commanding other staff during my long stay.

I turned over to till one, and at this point he did not say anything to me as yet. I asked how much was the balance as I had not previously opened the slip which was given to me. He responded after checking on the till then I handed over the balance of R1350. The till or keyboard stopped working suddenly and him and another staff member tried fixing it which took about 10 minutes. At this point he was still retaining the slip and he never bothered to request someone to go check the lay-bye while he was busy with the technical stuff. Eventually it responded, cashed my money, printed my receipt and handed it over to me. He gave back the slip to the staff member on till 2 to get someone to go collect at the back. It took 10 minutes to get another staff member to come and collect the slip to go look for the lay-bye.

I waited approximately another 20 to 25 minutes thereafter before I complained politely that I have been waiting for long, they should have probably asked someone to go look for the lay-bye while they were fixing the computer. The staff on till 2 asked whether I was working in the area so that he can maybe deliver the lay-bye, which I responded by no I was passing by I was working in the area but leaving. The manager did not respond nor take further steps immediately after I raised my concerns. During those minutes I waited he emphasized to other staff members that he was busy and instructed and delegated other duties to his staff, then thereafter he did some paperwork infront of me on till 1.

I exercised my patience for another 10 minutes, then I told him I have been waiting for long and I feel nothing is being done by him as a manager (follow up at least or communicate with me).

He responded by saying unfortunately I have to wait as I did see that someone went to look for it and it takes long. I also responded by saying he should have communicated by warning me, making me aware that it might take long to retrieve the items, or if it is policy to wait long for lay-bye items when I came into the store or while I was waiting.

With a bad attitude, he further said that what do I expect him to do if I cannot wait, I must continue waiting if I want my things because there's nothing he can do further.

I asked for all my money back rather because of the bad customer service so far, which he did gladly give back. The staff member on till 2 remarked by saying maybe I should leave my contacts and maybe he could deliver when they do find the items. I responded by saying that won't be necessary as their manager is unfriendly and useless. While I was at the entrance walking out of the store, he said to his staff who were next to him and infront of other customers that I am the one who is useless but I continued walking.

I have done a lay-bye before at a different outlet and took us longer to pay off the balance but I did not wait for long if waiting long as policy. I had to drive to your Hillfox outlet to get the items that were promised to my kids, but I could not get all of them. It was a heartbreaking and disappointing service, and a disappoint to my kids also as they were looking forward their clothes and shoes which they saw on Sunday the 13th.