Poor inefficient customer service

I drove for 2hours, all the way from Lusikisiki to Mthatha Glasfit expecting to be assisted with a crack on my window screen (mending it). I arrived there at 16:10, asked the lady on duty for services and she told me they simply could not help me and told me to return the following day. I explained I came from very far, and because I couldn't understand why they couldn't help me during working hours... She responded with a bad attitude, without even explaining the reasons that there was nothing she could do at that time. Disappointed that I had waisted my time, fuel, I had to drive back again for another 2 hours without being helped. Is it the policy of the company to perform certain duties only when the service provider feels in the mood to help the client?