Steers Baywest - leaving a bad taste

On Saturday evening I ordered 6 sweet Stix with caramel sauce. It took over 40 minutes to get it despite the store being quiet. The Stix were very pale and raw in the middle. I returned them, but was told I could not get a refund as the manager was out and she couldn't open the till. Next customer came, ordered a cone, paid cash. But Leanne did not ring it up, and never opened till. Next customer came, paid cash and she eventually refunded me from the cash given. This was about half an hour after I returned the raw product. Shocking service. Unacceptable. Kitchen staff were very unprofessional. No manager on site and staff "did not have his cell number" to call him.