Kfc Rosettenville

I waited an hour to get my food and when I request a manager a lady by the name of Xolile came and told me she cannot assist because she needs to send a report there’s only one person working in front she comes out as a manager to tell me she need to send a report and i wonder, if the problem is her (Xolile) or is KFC for putting someone who care less about customer service to be on their front line