Telstra Shop

Anyone recently visited a Telstra Shop in SA firstly they do not answer the phone i rang several in Adelaide told to leave a message or go on the Internet. I visited the local one to look for a new tablet unable to tell me did it have access to eSim answer make an appt so i did. Received long text explaining make sure you bring your ID etc the best was make sure you arrive 5 mins early! what is this crap reminded me of a specialist doctor appt where you need to arrive early to fill out the paper work, Telstra now an elite service provider