KFC High Street and Durban customer service

My colleague was feeling a little down and I suggested we go to KFC in High Street, Worcester for an ice cream. We received the cones, as I take a lick,I realise the whole thing is falling apart,as it was not properly set. My colleague told them that she refuse to accept this ice cream,as there was a mess over her hand and they replaced the cone, I asked the guy at the window whats up this? He responded "you already licked it", closed the window & went about his day.What ticks me off is that I specifically asked at the order window if they had ice cream, they said yes, why not say they have,but its not in a condition to be served? I was so disappointed. We still wanted a proper ice cream cone & went down to KFC Durban Street, Worcester.Ordered ice cream on their self ordering kiosk. Get to the counter to collect, the cashier sends my colleague to the other collect counter & said to wait there for the order. So we wait. This lady at this counter then asked my colleague what her order was & sends her back to the 1st counter to say she will make it,at which my colleague was already frustrated,only to hear their ice cream is not set.My colleague then asked if she could then get a refund. The manager was called and she informed us that the machine is not linked to their tills,so refund cannot be done,but my colleague can take a cooldrink,to which my colleague explained that we came for ice cream,not for cooldrink,if she cant see her point,to which the manager asked if my colleague cant see her point. She then said we could take milkshakes,but it would then cost us R50,instead of the initial cone with flake price. I asked the manager why they didnt have a notice up at the machine to inform customers before they spend their money and her response was that it diesnt always happen. To me its not about the R7,90 or the R9,90.it is about how there was a total lack of customer service and how both these branches totally did not handle the issue. In both instances,within 15 minutes, 2 of the branches of one of the establishments we grew up with,totally lost 2 customers, because of how the issues were dealt with,lacknof understanding,it was all about the bottom line,getting the money,even though the custimer did not get what they paid for.