H&R Block

I have a friend, 79 years old, who wanted to use H & R Block for his tax preparation this year. I offered to help with this and took him online to the website where we made an appointment for him to see someone today, Saturday, 02/​07/​2015. We immediately received an email confirming his appointment and giving us the name of the tax advisor who would work with him.
I drove him to his appointment this morning where he was told the preparer was not in the office, that she was ill, had been ill for some time, and had not yet been released by her doctor to return to work. Would he please take a seat and someone would see him when they became free?
When he complained that it was the the company’s system that had made the appointment, that he had worked out his schedule to meet the deadline, and that he did not have time to wait indefinitely, he was told to calm down and take a seat or leave.
He left.
Great way to do business, H & R Block.