I've gone to this office three times since last July. Yes, you have to wait. There are a handful of SS offices in the Phoenix area to serve a lot of people. Expect to wait. I tried making an appointment but they were not able to schedule me when I'd be available to go so I went without an appointment and waited.
Overall, I was treated decently. Again, it's a BUSY place and if you go In expecting for someone to kiss your butt and roll out a red carpet because YOU decided to show up, you'll be bitter and disappointed. Some people have no patience and think that if they create a scene they'll get special treatment. If you're one of these, please stay away. If you go there expecting to wait your turn, you'll make it though with very little stress.
If we could weed out all of the loafers and those who are cheating the system, it would help too.
The employees there handle tens of thousands of people. You're just another face. Don't expect a party or a marching band. I've not come across any employee yet who was rude unless they were treated rude first. Chill people. If it's too much of an inconvenience please stop taking the benefits.