Poor Customer Service

I Purchased a Crunch Burger at the KFC In Park Station On 12-02-2015 at 19:07. I waited for my order until 19:20 and while others who had ordered after me were receiving their Orders. When I requested the cashier to process a refund for me because I had been waiting for long and no one was updating me as to what's happening with my order she told me to just wait because they don't refund you if u purchased using a Debit Card. I then asked to speak to the Manager and the lady just took my till slip and went to the kitchen without calling the manager. I then asked the next cashier to call the manager for me which she did and that's when he came to apologise then went to the kitchen to make sure it was being processed. This was poor customer service, if there's a delay in orders or if it's going to take longer than expected we should be notified before we actually buy so that we can decide whether or not to proceed with the order or not. This is totally unacceptable.