Very Poor Customer Service

Good day ,This morning I took my car for service at VW, I stated that wipers water bottle leaks and the airbag warning light is on , I never received any call during the day for a follow up , I had to call around 14h00 to check if they are done with the car and my service agent was busy to attend to me , I only managed to get hold of her at 16h00 and she told me that they are not done with the car as they picked up two things were faulty ( same things I advised in the morning ) , she promised they will be done at 16h30 and she wil contact me , I had to still wait at work and she never called me , when I called her after 17h00 she told she said I should call at 16h30, and advised me that there are no drivers to come and fetch me as I had no transaport , she suggested i fetch the car the following morning , I dont know if she did not think of how will I get home, she then offered to come fetch me , but she brough my car to my workplace, I thought their rules were that no one from the garage is allowed to drive with my car unless testing the car. She never even bothered to apologise for keeping till this late , she just told me the airbag and the bottle is not fixed yet , y did they