Bad customer service

Woolworths Cavendish : Being a Sunday and the "payday weekend" the store queues to pay were horrifically long. I had 4 items...so went to the "10 and under Express queue" . The queue here was also long...however - people with a lot more than 10 items - in trolleys - decided to use this queue to get out quicker. When I queried the 'policing' of this queue - with 2 staff members - they referred it to the "Management" aka Wasiela.... Wasiela listened to them - looked over at me and walked away....... How is this allowed? Surely at the very least , Wasiela should have come over and engaged with me on my complaint, or it too much to expect???? Please check your store video footage to confirm what transpired, as I suspect she will have a different story..