My fiancé recently went to this clinic to get prescription glasses for work

My fiancé recently went to this clinic to get prescription glasses for work. She specifically made the appointment for this reason. I accompanied her to the appointment and when they came to take her back for the exam the tech said that it was for contact lenses. We said no it's for prescription glasses. So after waiting longer past the appointment time for this mistake, we were then informed that she wouldn't be able to see the doctor till she had more medical forms filled out. If we had known this we would have had prior forms ready. After this was resolved she went in for the exam. She then came out and picked out glasses pretty quickly and put in an order for those. We came in at 930 and by this time it's past 11 and then we had to wait over 45 min for the doctor to take a look at her dilated eyes. Three people came in after us and left before she was seen again by the doctor. Her dilation was starting to wear down before she went back in. We left at around 1230 and it was a 930 appointment. I have never waited that long even in a busy doctors office for a simple eye exam. She left a bad review as I am now and the owner of the clinic called her and basically was getting to the point of it wasn't their fault for the service and to take the bad review down. That is unacceptable customer service. As the owner of business, you need to work with a customer and help find a solution to their problem. You lost a customer and possibly a new one. Thank you.