Bad management skills

Made a booking at the istore gateway umhlanga for 15:00 - 15:30on 16/1/2024. Queue at 14:45. People came after me got served before me. What’s the point of making a booking if you can’t fulfill. Service is trash at this istore. It’s now 15:36 still waiting to served.people in the queue behind me even made bookings n the staff are taking other people to the front, they don’t even ask if we have appointments. Can’t blame the staff for the bad management.