Service department terribly slow the last few tim...

Service department terribly slow the last few times i have been there. Last time i waited almost 2 hours to rotate my tires (yes I had an appointment). The guy told me someone called in sick...okay no problem things happen so i go back this time for an oil change...wait 2 hours (yes i had an appointment). The guy apologized and said they accidentally double booked everything in the morning. Really? How does this happen.
Update: A gentleman called from capital today to try and make things right which i appreciate. I will give these guys another try due to the professionalism and the friendly service.