This fits with my experience too. I recently went for a support appointment, arrived on time and joined a queue behind the “bouncer”. By the time I got to the front of the queue it was nearly ten minutes later. I wouldn’t have minded, except that he chided me for being late and told me I’d narrowly avoided having my appointment cancelled.
The appointment booking system seems flawed too. Generally they seem to be full up for the full week in advance. On my visit I discovered that a lot of the bouncer’s work was racing to fill up newly created slots with people who had turned up at the store ad-hoc — so trying to get an appointment for yourself is a race against the apple staff.