Where is good customer service gone to?

Me and a friend decided to have Sunday lunch at Woolworth's, our favorite restaurant. We order 2 cappuccinos, and some sandwiches. We waited 15min for the cappuccinos and a further 20 min for the food. I know they are not a fast food restaurant, bu if they were busy, i could understand, one waiter, i mean really. on arrival of the food there were hardly any sour kraut in my hot dog. The manager was called, and he brought me extra sour kraut, after that is was better. But customers sat and wait for up to 10 min to pay. Isn't good customer service what Woolworth's is known for.