Bad customer service and never have stock

My fiancé window was broken a mont ago. The insurance said we must go to pg glass to get a window. On arrival they said they don't have stock but will make plan with a plastic window. They also said she must come back in a week to get the new window fitted. After a week we phoned and no one answered. After trying for a month we finally got hold of them and they said they dont hqve stock and dont know when they will get, but they can help us if they go through toyota ( but we have to pay additional cost and it will take 5 days). How can none of PG glass brances have a window?