POOR SERVICE AnD NO APOLOGY

I went to them to assist with a claim for my glass, after insurance informed me to go to them. Filled in the paperwork, my car was also inspected by the lady working there. she told me once the claim has been approved she will contact me, this was on Thursday 21 May 2015 at 11h30. She then told me once the insurance has authorised my claim she will order he glass. On Friday I had to call her back becos I couldn't understand the delay. She told me insurance hasn't authorised the claim. I called insurance & they told me the claim was in the system but it was locked. I called glassfit informing them of this, and the lady insisted that was not the case. but ended up agreeing to follow up with my insurance. then she calls me back saying the claim has been unlocked, I asked if she followed up with insurance, she said that wasn't her job. I proceeded to call insurance. and everything was ok. the glass was ordered & I was told it will arrive on Tuesday 26 May at 2pm. When the glass arrived its a wrong order &I have to wait again for Thursday. No apology was given, instead I was told these things happen. and that I will have to wait like anybody else. my car has been without a window since