Burger King review: Customer service

On a few different occasions I've gone to Burger King and each time is worse than before. Today I went to the drive thru and there was one guy ahead of me. Waited a few mins and the customer was told to wait. For what? There are no customers in drive thru, the lunch rush is passed over so what's the waiting for? He drives off really angry and now I'm expected to hear a friendly welcoming, but no. The customer service attitude is just terrible no matter what time of day or night you go there. On another occasion, went to the drive thru and was told I'd have to wait at least 15 mins as they are short staffed. Just once I'd like to have upper management make a surprise visit in drive thru so he or she can see and hear the experience I've gone thru.