Very Poor Service

I would like to share my utmost disappointing experience with the service I've never received from PG Glass Centurion, my claim was approved by my Insurer and PG Glass was the allocated service provider to replace my car windscreen, got contacted by multiple consultants after the initial appointment confirmation to request rescheduling of the appointment which i accepted, but day before the scheduled date a lady called to reschedule again which i refused and we both agreed on the set date (03/04/2024 at 10h30am), on the date of the appointment at exactly the scheduled time 10h30am same lady calls to tell me that my order came through but it is damage therefore i have to wait for 5days for a new order, her tone of voice did not sound remorseful nor did not care how inconveniencing this has been for me after 10days of my claim approval and date confirmation.

my question is didn't they notice that there is damage when receiving the order, and inform me prior to the committed date & time? the consultants were so *********** from the get go and that goes to show that client-centric is up to NULL at PG Glass Centurion.