Bad Sales Service from BMW Northcliff Auto

I made an enquiry for a vehicle advertised by BMW Northcliff. A gentlemen by a name Donovan contacted me and confirmed that the vehicle was available. I submitted my documents and mentioned that I am an existing customer, financed by BMW so the process should be quicker. A week and a half later, I contacted Donovan to find out why he had not responded and he gave me an excuse that he had not been in the office and that he would contact me first thing the following day. Surely BMW has procedures in place, business can not come to a stand still because a salesman is not in the office, I do not buy this. It has been 3 weeks and nobody has since contacted me. I am really disappointed by the bad service received, this is not acceptable.