Bad customer service from vw bruma

Good Morning. Yesterday we have booked our car in for a service and they took the wrong cellphone number and email address down. When I called to find out if the car was ready for collection we got bad service and they have done nothing on the car.then the lady that assisted me said that we cannot get our car back because they closing at 5 and the driver will not be able to help to fetch us at work. When we collected the car the window was cracked where do we go from here?