Kia Tygervalley - bad service on service day

My sister uses Kia Tygervalley for service her car she took in this morning before 8am as we start working at 8am- i needed to take her to go collect once its done- i prompted her to call now at 13:50 to enquire. They respond they only starting to work on the car now, they'll only be able to get the car done after 16:00today .... Mind you there was a string of cars behind us for service too- what time will they be receiving their car today? How is it possible that nothing has been done all morning yet you are advised to bring in your car early morning.