Poor customer service and delayed service even though I booked an appointment.

I booked an appointment for an ID application for the time slot of 14:00 - 15:00, however we weren’t attended to directly even though we had booked. We still were required to sit in line and wait. They didn’t offer us a ticket until an hour and a half later. The customer service was bad because the workers were quite rude and weren’t very friendly. They also didn’t help us much and guide us to which direction should we go, so we sat not knowing what to do.