Frustrating Jo-Ann Fabric Store Experience

I have to tell you all about a recent disappointing experience with the store, Jo-Ann Fabric, which will bar me from going there again.

My mother and I went into one of their new stores near our home, to pick up her framing order. It was Saturday, March 21st, around 9:15am. The store was nearly empty. My mother got behind an old couple at the framing section and waited and waited and waited. The old couple had an extensive set of problems involving refunds and re-ordering of their custom frame jobs. My mother simply wanted to pick up her pre-paid order. After 15 minutes, she asked if if was possible to pick up her order and the man behind the counter, the manager of the store, very curtly told her "no, these people were here first and you'll just have to wait till I am through with them."
She than asked how long that would be and he said, "25 to 30 more minutes." In total my mother was being asked to wait 45 minutes to pick up two pre-paid custom framing orders - is that the average for Jo-Ann?
I asked if we could just pick them up and process at the front register and he raised his voice and said, "no they can't be picked up because they have to be processed and I'm sorry but this couple was here first. When I am done with them than I will deal with you." He was very short and did not offer any further apologies for the delay (which would cause us to be waiting around for 45 minutes) nor any alternatives.

We left the store.

I later went back to the store two days later to pick up the order and again had to wait 10 minutes for someone to even come to the framing department and than the process by which the rude manager was going to make us wait 25 to 30 minutes for, took all of 5 minutes.

My questions that have risen from this situation are:
1. Why even have a framing department if you are not going to regularly staff it? In this economy, when I have choices, why would I go to Jo-Ann and wait around for 45 minutes and get yelled at when I can go to Michaels and get prompt service in one minute?

2. Why couldn't the manager call someone back to the framing department to help check us out, the store was empty and the "process" he so pointedly stated must be done and how we would have to wait 25 to 30 minutes for because the old couple had come first, took only five minutes?

3. Why does Jo-Ann even have this rude guy as the store manager for this new Jo-Ann store, he is abysmal at customer service. The assistant managers at this location are MUCH nicer. I am unclear as to the reasoning behind hiring and retaining him. He lost Jo-Ann two customers permanently because of that day and his clearly unapologetic manner. Isn't Jo-Ann's business about selling, doesn't that involve some level of customer service?? Aam mistaken about that, is customer service is not the store's concern, please let me know.

Either way, I was very disheartened by how my mother and I were treated and for that we are never going back.