Incompetence and Rudeness - no customer care whatsoever

I had a very bad experience with Glasfit Bryanston this morning. All I wanted to do was fix a chip on a windscreen. I had called the Head office to let them know that I will be going through to one of their branches to fix it as I couldn't get hold of my insurance, the lady there told me that they can assist me at the branch to register the claim for me on my behalf.

Upon arriving there, I dealt with a lady called Dora and her manager who I didn't get his name because he was just sitting down and not assisting me but he could clearly see that I needed help as Dora was still on a call.

I got told that they DO NOT register claims for clients. So now, between Bryanston and Haad office who is correct??

Then I eventually called the Head office again and told them about this, the lady then did assist to log a claim for me. I received an SMS stating my Ref number and that it has been authorized. Going back to Dora, I told her and the manager that I got a Ref number for their Head office and even from my insurance eventually as being authorized and they told me that they cannot find it on their system and that it is showing as waiting for approval, but then my SMS said authorized. If Glasfit says that my ref number is authorized, then why is their system showing otherwise?

Very unprofessional bunch of people I had to deal with this morning.