What is the legal term for a manager not isting a customer with a complaint?

I went to popeyes drive thru during lunch hours, 1:35p to be exact... and it took 10 minutes before I even got to the window. There weren't many cars, which indicate they were not very busy. However, when I got to the window, I complained to the manager, and because my mother is an ex employee of that establishment, the manager didn't take regards to my complaint of the long wait. Instead, she began to say "..You not getting anything today." What is the legalities of such behavior in a franchise establishment?