Bad customer service

Disappointed every time I enter that branch. Last week I went in did an order on the kiosk machine then came back after an hour only to be told that my order wasn't prepared and I have to further wait for the wings to be cooked. Today again I went made the order on the kiosk machine, went out n came back after an hour again to be told that my order wasn't prepared . So I asked the lady who was giving out orders , why my order was not ready after an hour , she said to me she just gives out orders she is not the one preparing meals . I didn't want to argue with her so I went to the till to ask for a refund and the cashier told me I can't get a refund because the order was not made at the tills with a very rude attitude until I just told to call the manager because I had to leave the she called with the same attitude. When the manager came she apologized gave me a part of my order n refunded me for the other things that were not prepared. Your staff surely needs training and understanding Customer service. If the waiting time is 10 minutes why would I have to wait for more than an hour to get my order done worst part on Two different occasions. I was so furious.