Why does it take so long to get unloaded when you ...

Why does it take so long to get unloaded when you have an appt? Arrived at 14:40, appt for 15:00, finally docked at 16:30, haven t touched my trl and its 18:00. Oh, And they charge $160.00 to unload. Where is mgmt and why are they allowing this poor work ethic?