I had a bad experiment in Lorthsmith today. I am a...

I had a bad experiment in Lorthsmith today. I am a very easy person who will never give any bad review for any service before but was getting so disappointed about the Staff here.
My dog in a very urgent situation that need to be cared. I brought her to the Vet in the morning and they told us that our puppy need to be treated as soon as possible in the hospital as he is in very bad status , so the Vet send me address and also help us to call to LorthSmith hospital for an appointment.
We came there at 12pmand meet the reception at 12:20. Due to the COVID19 so we have to wait outside in our car and waiting for the call from them. We are very happy to wait as we understand it is busy at that moment.
Yes. When we waited for 1 hour i came and ask staff there how long it will be as my dog seems painful that time. And they said they will notice and come to us soon. Also, at 1:39pm the staff call us and said they will be there soon, we waited for 30Mins and another 1 hour, no one come to us. Me and my partner come to the staff and ask them again as we know our dog is really painful at that time. But she was just very RUDE to us. It the lady who have a hair tight. She looks at us by a very RUDE way.
But we still very patiently waited untill 3:30 . Still no one care about us. I came inside and asked the staff (different lady), at the moment my dog was crying in the car as he is so painful. I asked her again, and like begging her to help, and she told us our appointment was being moved to late as some another cases. WHATT?? Really???
And finally at 4:10, when i have to brought my dog in front of door, someone came to us to help.
And after 4 hours waiting there. And another 10mins waiting for doctor to check my dog. They send him again to Specialist as they cannot do anything. It means we wasted our 4 hours for nothing.
And again . After bring my dog to Specialist Vet, they doing Xray and checking my dog. And my dog at this time was really bad and cannot be treated.
He got EUTHANASIA !!
Now i will never see my dog again.
I am not blaming on you for our lost of dog. But I think you really need to care more about your service. Please dont ignore any case. If your staff seeing any long waiting, please inform us that it will be long. Dont let us wait for NOTHING.
We see people came after us and gone before us.
I know you will delete my review. But I really need you to know how upset we were. Please be in our point and think. Dont excuse it all happened because of the busy time. It just because you are not professional enough.
Thank you.