Poor customer care

Am very upset right now as have been standing in Truworths Northgate. These people are very unprofessional and rude. I was trying to return an online order that I couldn't fit in but it's been a ********** experience for me it's as if they are doing me a favour and not providing a service. More than 2 hours just waiting am very upset. Online store was very helpful though but the sales people instore are just not customer friendly. And this is not the first time, the other time it took them almost an hour just to give us an online order for collection in their store. They need to change