Failure to complete job on time

I called, asked for a time sensitive booking. I was told to come in and it would take about 2hours. When I got there, they told me the guy who skims rear brakes is picking up a delivery and he will be back soon. I was also told to pick up my car in 2hours at 12. At 12 the guy wasn't back yet and they had not even started on my car. As I type this, it's 14.50 and I'm still waiting. It looks like it will take even longer although the supervisor came and apologized but it doesn't do me good. I missed a key meeting in Middelburg, lost a client with business worth a lot of money. I regret ever going to car service city in Hatfield Pretoria. Disappointed, gutted, disgusted. The worst level of professionalism I have ever experienced. I lost more than I can handle at the moment.