KFC Okavango - Bad customer Service -waited 21 minutes in the Drive Thru

We had the unfortunate experience of going to the KFC Okavango Drive Thru on 03/09/2017. We spent 21 minutes at the receiving food window. We ordered one box of Pops and 4 soft serves. The ordering and paying process went through easily enough, wherein we progressed to the counter to collect the food. After a few minutes an employee came to the window and asked for our till slip and disappeared again. After approx 9 minutes we hooted to get somebody’s attention because nobody came back to the window and the queue behind us was getting irate. A different employee then appeared, when we asked her what the problem was she said the soft serve machine was broken and the manager was supposed to have come to tell us. We told her to refund for the soft serves and give us the Pops so we could go and not continue holding the queue up behind us. She then left. Nobody came back to the window for a further 12 minutes, we had to hoot three times to get their attention. A different employee came to the window and said they were trying to get the machine working. We told her we wanted a refund for the soft serves and the Pops because we want to go and we asked for the Manager. The manageress, Belinda, came to the window and said she didnt know anything about the story. Not once did an employee or the Manageress apologise for the poor service or give an explanation as to why there was a hold up. We fail to understand why the first person couldn’t tell us the machine wasn’t working because we could’ve got the Pops and refund and left, like many times before when the machines are not working. We have NEVER waited at ANY fast food drive through for more than 3-4 minutes never mind 21 minutes. We have a family member who has complained about a rude staff member at this branch last month and was told by a male manager on duty that she wasn’t the only one to complain about this particular staff member. When she asked why nothing has been done he said because you cannot just get rid of staff in South Africa because of the labour laws. This is not a good enough reason to allow staff to treat customers in an unprofessional rude manner. If you chose a job working with people you need to know some common decent manners and professionalism. This will be the very last time we ever support a KFC. The staff including the "management" of the Okavango branch need stringent training.