Rude staff

This morning my husband went to book his car in at Dekra Westgate. He was told to sit down. No other information was given. After 20 minutes of waiting I asked what we are waiting for. The lady behind the counter was extremely rude. No apologies for the wait and het reason was that paperwork must be done. She hasn’t even started with it by then. Staff also start another conversation while a client is talking to them. I haven’t seen such rude behaviour from a business in a long time.