SHOCKINGLY POOR WHEEL CHAIR PROCEDURE!!!!

Visited CW Shopping Centre with my 94 year old Mom. On arrival, I enquired about obtaining a wheelchair. Was advised by security that I have to go to the information desk on the 1st floor. Sjoe!! Now what do I do with my Mom? I waited around and fortunately saw somebody that I know and asked the person to stay with my Mom whilst going upstairs else I would've had to take her all the way to the 1st floor! On arrival at the information desk, I was requested to provide my ID and complete a form containing my personal information. Thereafter, I was told that my ID document would be held until I returned the wheelchair. Another challenge, once i am done with the wheelchair and take Mom back to the car, I have to return the wheelchair in order to collect my ID. What do I do with Mom during this time?????? Too many questions and not enough answers. I was told by staff at the Information, that they are only following procedure. Needless to say, I cancelled the wheelchair and left CW Shopping Centre.