Poor service delivery

Pedros in chatsworth and in shallcross has thee worsed service, i have no clue how they recieved awards, because when you go to shallcross and chatsworth pedros customers stand in queues for about 20 to 30 min and when you finally order they say 40 minutes only to make a customer wait 1 hour 30 minutes for an order, the shallcross and chatsworth branches, has no orgnisational skills, 1 cashier with 3 lines to do pick up order and walk in orders if franchises as such cannot not handle the pressure they need to close their stores, further more i spoke to a manager who refused to give me their name at chatsworth pedros, she said she is sorting out a massive queue from the other side of the counter, there was non of that happening, the staff and managerment, showed no interests in gaining control over their queues, there are so few staff, and non who were willing to assist frustrated and irate customers, there were people waiting for their orders from 14.30 in the evening still didnt receive paid orders at 6pm its ridiculous. There is a call collect system that doesnt work, Absolutely madness, major lack of operational management training in these franchises. Customer service is non existent in both stores.