WeBuyCars - Brackenfell salesman offers poor service and its a fight to get your money back from them

Unfortunately, this is a grievance post regarding WeBuyCars - Brackenfell branch. My son took a look at a vehicle on Saturday, 24 May 2025. He wanted me to come look, so was advised by the salesman to put a R5000 reserve on the vehicle. After inspecting the vehicle on Sunday, 25 May 2025, my husband and I declined the option to purchase the vehicle. The DEKRA report had stated the spare wheel was in good condition, but there was no spare wheel in the vehicle. This was mentioned to the salesman on the Saturday, but by Sunday there was still no wheel present. The car had numerous rust spots, and this was the reason to opt out of the purchase. The salesman requested all the information for the reserve refund, which was supp**** to him on 25 May 2025, and indicated it would take 3-4 days. 2 week later, I have not received my refund. After contacting the salesman, the excuses varied from 'it's my day off' and 'I am busy with a client'. Both of these are not excusable as there a other staff members who could've helped us. Attempts to contact the branch have been time consuming and calls keep on getting dropped when you are trying to talk to customer care. We have been informed that the dealer principal does not take calls, but staff did not even offer the sales manager as an option. So, who does one lay a formal complaint with? How does one get their money back from them? They have now received interest on my money, which should not have been in their accounts. I cannot recall a time I have received such poor service from anywhere, hence my reach out to Hellopeter. On the flip side of all of this, WeBuyCars - Richwood branch gave us the best service I could ask for.