Pick Up Point Complaint

I went to pick up my order the lady there was so unfriendly she told me scan my barcode then after that went in the back to get my order a guy brought the 25kg dog food left it in the front the girl then said there your order they didn't even offer to help me carry the dog food I had to carry a 25kg dog food myself to the car even those a guy was there no concerns what so ever for customers very bad customer experience felt like leaving my order there and getting my refund back. Wrote to the customer service all they do is apologise that all how will that help i don't know even asked to speak to a manager but they just ignore me.