Choose your answer: is the following review positive or negative?

We recently took our dog to be bathed and have his nails cut. Overall, that part of the experience was fine. The problem with my experience started from when I dropped him off. We had called a couple days ahead and made an appointment for or dog. I arrived 10 min early since it was our first time there and figured they'd ask a few questions and get him into their system. Over the phone they told us that it would be about an hour for everything. So as they were taking our dog back, I ask, "so just come back in about an hour". The staff member informs me that it would more likely be 4 hours. I left my mobile number and they said they would call when he was all done. 5 hours later we called, not them, and they informed us that our dog was ready to be picked up. So, my ultimate problem here, and why I will not return to have my dog groomed at this store, is that I made an appointment and it took longer than they initially indicated. If you make an appointment, that should reserve your spot and they should take care of you at that time, not 4 hours later.

pick from the following.
+ negative;
+ positive;
negative