Bad service

Department of home affairs at Kempton park its a dump,their service suck. I made a 12pm booking to collect my passport today when i arrived they told me to wait at the queue which took 3 hours. I end up going home without being assisted. The staff there is rude, they dont have name tags actually they dont care including their supervisor. That place need to shut down. What's the use of booking for an appointment if still has to wait for so long?