KFC primrose is a joke

My mother went to the KFC in Primrose today and to say that her experience was horrible is an understatement. On a good day their service is slow, but today it was ridiculous. After not having most things on the menu, she was then told to wait for the chicken because they were out of stock. After waiting for an hour and a half, she was then told to come back at 17:30.

My question is, did the staff not think about telling the customers to come back before making them wait for so long? Where is their common sense or is this just their protocol?