Arrogant Manager

It was Saturday the 14th of November 2015 when my family and I decided that we would have breakfast at Spur like we regularly do at various locations. I requested to speak to a manager as we had waited a long time. We were told to wait for a young black gentleman probably in his 30's by the name of Sili or Silo(not sure). He was on a personal call, laughing and joking whilst I waited so long for him to come to speak to me. When he eventually came he didn't greet or smile! He was so arrogant and ill - mannered. I told him that my mum was diabetic and almost 80 years old and if she doesn't eat soon her sugar levels will drop and when that happens she goes into a comatose state which means an hospital emergency. I also told him that we are very regular clients. He insisted that she joins the queue and that he could not make an exception for her to sit inside either as it was raining. I feel that he has no management skills nor any empathy as a manager for senior citizens or the sick. Surely as manager he could have made a concession for regular clients! Now the whole family does not want to visit that particular branch which is the closest to us! Awaiting Spur's response!