Why are we waiting so long to get service

i have been in the line for over 20 minutes at Mc Donalds vanderbjilpark we get to the front 5 past 10 they refused to help us because it is past 10 but weve been in the queue since 9:45 plus the guy that spoke to me was very arrogant with us and very sarcastic this is just really wow im very disappointed in this