Uknown item charged

On the 1st July 2022, i went to Woolworths Gateway abd bought items to the value of R2364. When i get home and i realised 1 Item was rung and added on my slip, but i never received it, I went back to Gateway store to query the extra item i was charged.. the manager at customer services viewed the video footage, saw that the item was packed and i refunded. A Simple explanation as to how that happened or just an apology from a person at senior level would have been appreciated. Woolworths is hiring ********* staff shame, as this is my second incidence..i felt very betrayed, and nobody apologised for such an ********* incidence😒