TERRIBLE SERVICE

i took my car in for service yesterday at kelfords ford in s/west, dropped the car at 7:30. Usually they phone me if there' s extra defects on the car, 14:30 i haven't received a call, so i decided to phone them and was advised that they probably still busy with the car. 15:20 i received a call from their receptionist, by this time I'm thinking they probably calling to say they are done i can come fetch the car, to my surprise the lady tells me there is a problem, they couldnt get to my car because they are short stuffed, i asked why am i being told this at this time of the day, the car was dropped at 7:30, 7 hrs later I'm being told they could get to service my car. i was beyond upset because i was the first person to arrive in the morning to be told that they couldnt get to service my car. i actually wanted to lodge a formal complaint, the service a received at KELFORDS FORD S/WEST on 11/04/2019 was terrible,