1st time visit to Ashley's shocked at the attitude / service

So after all the rave reviews I heard about this Ashley's in Goodwood my partner and I decide to go their for a late Sunday lunch, at arriving there found a long que of people waiting to be seated and to collect take away's and was told the wait wont be very long, we opted to wait , another young couple came in just after us and was told the same we all waited - I went back to to the ladies and noticed TWO empty booths and thought great we will get seated real soon, on meeting up with my partner I noticed everyone was seated including the couple that came in just after us, and this point I was rather confused but thought ill wait a further 5 min...in that 5 min another couple walks in and gets seated.....now I was both confused and upset she could see us waiting she had my name down on her clip board what was the problem?? I was so shocked at the service I chose to go dine elsewhere. is Ashley's too big now to worry about customer service? I can say for certain I will never set foot in such an unwelcoming establishment especially to have dinner if that was the service just to get a seat what would it have been to get a decent meal...