Rude and Arrogant Agents at Woolworths Midlands Mall

I wanted to place an online order for a few items I needed, unfortunately all the time slots were booked and only available for the next day including the click and collect. I called the store at Midlands Mall and requested to speak with a Manager who would be able to assist. It's shocking to note that a large store like Woolworths does not have a Manager on hand to assist their customers. I had to wait several hours on the call before ending it and re-calling. I was then greeted by a lady named Kashnie who insisted that she could help me with my issue. After explaining to her that I needed my items today and not the next day and that I was going to send someone to the store to collect it, she informed me that it could not be done and that I should download the app and select Dash as an option. I explained to her that my phone does not support the app that's why I called in the store for assistance. Kashnie then decided to have a conversation whilst I'm on the call with her to another male colleague saying to him "I don't know what this lady wants, she seems to be confused and saying that our store has helped her with this same issue before." I'm still on the call when she decides to rudely burst out laughing after hearing a response from her colleague she was discussing my matter with. When she realised that I heard her insults, she transferred my call to another person named Sam Zulu. I explained to Sam that I am extremely disappointed at the manner in which the employees at Woolworths Midlands Mall treat their customers. I further explained to him the issue I was challenged with in getting my delivery sent out today. I must admit Sam apologised on behalf of the rude and arrogant Kashnie despite it not being his fault. He further assisted me by querying from the online department and called me back with a response. I truly appreciate and thank this young man, Sam for his assistance and appreciation for his work and customers. Someone with his dedication would definitely benefit Woolworths if he were to be the Manager.