Need some quick visa advice

My wife went for her appointment this morning at the embassy in Bogota to get her visa. We had filed the paperwork two weeks ago and her appointment was this morning at 7:00. When she entered the embassy gates, she asked where to go. They sent her to a long line. When she finally got to the window, they told her she was in the wrong place and sent her to a different place. When she got there, they told her she was too late... that they only accept people until 8:00. Despite her crying, they didn't let her in. The plan is for her to go back tomorrow and explain what happened, even though her appointment was today. Will they accept her tomorrow, even though her appointment was today? And can someone explain to me, so that I can explain to her, exactly where she is supposed to be to obtain the spousal visa. I don't want more problems tomorrow. Thanks for any guidance any of you veterans can quickly give me.