Bad service

So I opened my account online, and went to collect my card at Gateway, Service was terrible, the lady was very rude, But when I think about it maybe it's not her fault, maybe truworths is not providing proper training to employees on customer service, maybe truworths is not promoting good culture and values. Maybe truworths doesn't hold employees accountable for being rude, no consequences at all... Im saying this coz there is no way an employee can be so rude to a customer if there is training and consequences.