I took my Juke to have the Winter tyres changed for the Summer ones, which I have done before on this vehicle and it's predecessor. I had previously arranged that I would take the car in at 0830 hours and wait whilst the work was done. I arrived at 0825 hours and booked the car in. The receptionist clearly wrote on the sheet that I was waiting for the car. I expected that the work would take approximately one hour, which was my previous experience. I walked into Keighley, did some shopping and returned to the dealership at 0915 hours. I noticed that the car was not where I had parked it and assumed that the work was being carried out. I made several enquiries and was told that the work was progressing. To speed up things, I asked for the paperwork to be completed and made the appropriate payment. I finally received my keys at 1055 hours, two and a half hours after arriving. The service receptionist was apologetic and said that he would investigate what had gone wrong. This was certainly an experience that I do not want to repeat and is at odds with the service that I have experienced in the past. It begs the question as to whether the excellent sales and spares experience is at the expense of poor organisation and management within the service department.