Unhappy with the service that was provided

I went to Typo & wanted to purchase a Journal as a Christmas, was told that I could have it engraved for free with 8 letters & anything after that I would have to pay for.

Waited in a long queue to pay only to be told by the cashier that the engraving will only be done after 2 hrs because customers had left the books & would have back to collect them.

If the company is offering a service it should be managed appropriately, I understand that it takes time but don't offer a service if you cannot meet the volume, that's extremely frustrating, I left my purchase & walked the store after spending at least 1/2 hr there