Bad service is bad service?

Doodles Restaurant in Bloubergstrand, where I and 5 other St.Luke's volunteers had lunch today gets a bad service mention on this Weeks blog,  We waited an hour and a half for our food to be served and a cheeky waitress posing as a manager told us she was the restaurants manager when we asked to see the manager.  The real manager was a pleasant lady but bad service is bad service?!?