Poor service after booking in advance

Good day I would like to escalate the cape town int branch a booking was made for a vehicle well in advance upon arrival I am told there is no car seat and they will refund me the car seat value and I need to obtain it from another company. Why have the option and it was all paid for in advanced. I used woodford in durban a month ago and had a similar issue however it was resolved and was very happy with their service. I would not recommend this company and will be doing reviews so that everyone should be aware of the service. They still have to process my refund which I have a feeling I will be having to call them and waste my time