After a busy morning shopping, my family and I arrived at the drive-thru at 13h33 to purchase 5 double cheese burgers for lunch. After waiting in the queue for 9 min we were then told to park in the grill bay as our order wasn't ready. 5min later and frustrated i got out my car and approached the pass window to find out where my order was. Needless to say the staff and management are ill equiped to deal with customers, in particular the manager on duty Charmaine who could not offer an apology. The irony of the story is that a vehicle behind me had ordered three double cheese burgers and was promptly served. Why did I have to wait? We left at 13h47. 15min to buy 5 burgers. What has happened to the core values of this operation? Drive- thru's are designed to be efficient and time-saving for customers! Being in retail for 10 years one thing has to always improve and thats service. A customers time has to be valued. Please improve!