Poor service delivery

I had a terrible experience at KFC Mamelodi, Denlyn branch on the 14/08/2018 after 14h00. Employees working in the mall don't queue at the line like other people, mind you they are not elderly or disabled but just because they work in the mall they do as they please and employees at KFC are allowing it so they can return a favour the day they go buy where they work. Manager was there but did nothing about the concern of the customers, did not even intervene when customers were making noise about how we are treated. How is this good service delivery?