First time to seriously rate only 1 star place for...

First time to seriously rate only 1 star place for some place on Google, and this star is for its good location and view.
I ordered coffee for taking away and waited up to 15mins, and we asked the manager if we could cancel cuz we cannt see any progress after that. The manager, by his saying, "refused refunds" with such bad tone and his finger pointing at us. I understand things would get slow during peak time, but is it the right way to treat your customer like this when you are in service industry?
Will not come back even if I may get thirsty to death next time.