Bad customer service and attitude

I went to the Donna Claire store in golden ache, cape town to make a payment and cancel a lay-by. I was assisted by a cashier named Loretta. She took my card and the receipt then asked for authorization from Lizel. Then all of a sudden she said “ I don’t understand why you people make lay-by's only to cancel them”. I then asked her did you just hear what you just said and she said “yes”. I don’t think that is the way you should be speaking to your customers i said and she said she doesn’t care. she carried on speaking and couldn’t be bothered as to how I felt with what she had just said. I even told her that she cant be saying comments like that cause she doesn’t even know my financial status which she rep**** its not her problem. I then had to make a payment and I said it was for R400 and she just stood there and did nothing. Lizel then stepped in and asked her to process the payment and I then asked Lizel to whom I can lay a complaint with and she said she can only give her a warning but gave me your number for Colleen and said i must call that rather.

Now I really don’t get why she had all that attitude for someone that was just nice to her. Ive been a customer of yours for years and was so excited when you guys finally opened up a Donna Claire store in town. She has just removed all the excitement I had.

Now i then spoke to Colleen who i believe is the branch manager there and asked me to email her what happened. This happened on the 15/12/17 and i still havent gotten any feedback from her as well. i had thought she understood my frustration but her silence now only seems she could be encouraging such behavior at the store