Poor Service

I went in for Eye exam at Centurion mall Specsavers. I was Told will be notified when my contact lense order has arrived. Im notified via sms to come collect my contact lense order. I get there to collect my order (during my work lunch hour mind you) only to be sent back & told to Cant just come collect, I have to make an appointment to come Collect… I set appointment same day for 2:30. I Get there at 2:30 during my Lunch hour.. the same lady that sent me back tells me to just sit .. I sit for 15 min with no one attending to me - I was just Left to stew - with no feedback as to why Im not being attended to 15 min after my scheduled appointment was meant to start. Is that the Service you give to clients? Is that the Service you'd like to be given? Mind you I have been a loyal client since 1994.. this is just plain disgusting service.