Very Slow service

They advertise and advise a turnaround time of 3 days, but take 9. They demand payment upfront before they'll look at you, and then it's impossible to get the invoice and receipt out of them. We can understand that they are under pressure at this time and taking on far more than they can handle, BUT why do they still advise the turnaround time is 3 days when they know it will be far more, and why can the accounts dept not deliver at all?