Admin and poor service

Took my car in for a service this morning and specified that I needed it back by 2pm, they assured me they could do this. At 1pm I get call to say my service plan has expired when in actual fact I have paid for a 5 year service plan. They have no record of this. My service was not done, I'm missing my meeting and none of the consultants have a care in the world. Can you actually get your admin together Toyota Melrose Arch. I have never had a good experience even with purchasing the car.