My elderly mother in her seventies who has a disability needed to return an unopened iPad lightening charger for a £19 refund at Currys PC World Plymouth store on 1 May 2021. At the store she was informed despite only requiring a refund she would have to queue outside for Knowhow Support. Whist numerous other customers were allowed in for sales and use of checkout tills, she had to wait in the cold weather including a biting wind for over half an hour. I could see the distress my mother was in waiting such a lengthy time and went to the entrance to complain to the Store Manager. The Door Marshall went over to the Manager in the store who was not willing to speak to me so that I could raise my complaint. I explained to the Door Marshall the I would raise a complaint online and politely asked for the Store Managers business card but this wasnt supplied. Finally when my mother was able to get to the Knowhow specialist, they did not hold appropriate cash funds in notes and pound coins for the refund unlike the checkouts. She was given a handful of silver change to the value of almost half the refund. A Cash refund was required because on Wednesday 28 May the purchase date of the item, all your checkout tills were down for card payments for a lengthy period. I would like to raise a complaint in respect of the poor service my mother received as follows: 1) the inadequate marshalling and failure of the Store Manager to monitor the queue to enter the store Knowhow support which resulted in my mother having to wait outside in bitterly cold weather for a half an hour; 2) the total lack of customer engagement shown by your Plymouth Store Manager who would neither speak to me face to face or provide his business card; and 3) the inadequate system that is operated for refunds particularly for such small amount of £19 by insistence that she had to join the queue outside for the Knowhow counter which was handling complex technical issues taking time to resolve. If this counter is going to be used for refunds then it should have a fast flow facility for straightforward refunds and sufficient cash funds to complete the transaction via use of bank notes and pound coins rather than overloading customers with numerous lesser coins. I have extensive experience of working in retail, particularly during covid and the service at your Plymouth store is by far the worst I have encountered in respect of other Curry Pc World or other retail stores.