What is the point if making an appointment online ...

What is the point if making an appointment online for a simple oil change? When I got to the auto center at Sunrise Mall in Corpus Christi, TX, I had to wait 10 minutes past my appointment time. I finally talk to the singular person they had working check-ins and was told it would take 60 to 90 minutes. I asked why. The person said ALL the cars in the parking lot were there for oil change appointments. 13+ cars. I was at the shop for a total of 50 minutes (was meeting wife). No vehicles went into the shop and none came out. Double, Triple, and Quadruple booking much? I think i found one reason Sears is failing as a business.