Disgraceful service

I was contacted at 1.17pm notifying me that my car was still in the wash bay, however service on the car was complete but they would be sending a driver over to pick me up in the meantime. I literally reside 10mins away from the dealership. Yet it's headed for 3.17pm and still waiting on the driver, what craziness is this, do we not have lives? The car was at the dealership by 7.30am, it is headed well into the afternoon/ evening but still no car