long quees at customer service

Went to woolworths tzaneen to collect a card whereby I waited for 25min to get to the cashier by the name of Emma who told me that if I'm here to collect a card I should wait aside as they are busy in the office , I asked as for how long and she said she don't know and I asked if she can't phone the office as I waited long already she said no, and the thing is they mix laybye customers with collections customers , accounts customers at one line and when you rich the point you get told to wait , as I write I am now almost 45min and am not too sure if I will end up getting that card. This is so unlike woolworths standard, very very pathetic