Totally imcompetent

Phoned at around 11h00 yesterday asking for an eye test certificate for my drivers license as I had my eyes tested and bought glasses in Jan 2024. Told them I would fetch it this afternoon as my drivers appointment is on Thursday. Got there around 15h00 as I requested time off from work to ensure I am in time, just to be told it's not ready as they were busy. Fair enough, how long could it take? After waiting an hour and 15 minutes because they could not find my stuff on their computer I told them to leave it as my family's food in the car was getting cold. Then when I told them to leave it, they wanted to do another eye test free of charge. Why only offer that solution after an hour and 15 minutes after I told them I have food that is getting cold? Utter incompetence, will never use them again.