Dreadful service

I booked online to go and watch Spider man on Saturday with the kids. We were running late, so we split into 2 groups with one going to retrieve the tickets and the other to purchase popcorn and coke. My daughter and I finished up with the tickets and went to join the others in the queue, where we were totally ignored. There was one lady busy serving a customer ( I think, as we were the only ones in the queue), another was busy restocking the shelves with chocolates and another was doing a cash up( I think). After myself and another customer made some loud protests with regards to service, the lady busy with the cash up signaled the stocking up lady to assist us, and then only were we made aware we need to order our snacks at the machine. No one advised beforehand and there are no instructions posted anywhere. Needless to say we got to the movie long after it had started. Such terrible service makes me appreciate Nu Metro Grandwest so much more.