Bad Customer Service

we were on a queue to buy pop corns as we get to the front there lady told us she wont be able to help us after standing there for almost 30 minutes and we have to start a queue again on the next row cause they accept cash, as we demanded to speak to the manager, she didn't even want to hear the full story she just started shouting and swearing, so we didn't get help form here, the way she was shouting she even said go and report I don't care and that's when she said her name pointing on her name tag. that kind of behaviour is just not expected more especially to the manager, she suppose to lead by example and infront of customers and staff, what message is she trying to send