Business ProfileforContinental Glass

I ordered a glass, they told me because it was Custom Order it was more expensive, I had to pay it in cash and it would take two (2) weeks maximum, it should be ready on 08/13/2021 and it did not happen. On 08/16/2021 I contacted the office and that was when they told me that I had to wait two more weeks that my glass was not ready. My client does not want to wait any longer and does not want the glass, contact me to let them know and cancel the order. It is then now that they indicate that a machine was broken (they never notified me), that they will not return my money, but they will not deliver my glass, until they want. I asked to speak to someone else and they tell me that the owner is in the offices from 6pm, but the offices close at 5pm. They do not comply with the agreement, they do not notify anything at any time, they do not return my money and they do not deliver my glass. How is this called?

This person requested a quote for a custom piece of glass from our representative. Our representative gave her a price based on a quote we got from an outside vendor that manufactures the glass. He explained to her that all custom orders are required to be paid in full upon order, and that we accept checks, money orders, and cash. He also explained to her that custom orders are non-refundable. For the record, our policy regarding custom orders is plainly and clearly posted in our office and in the customer waiting area.
Our representative told her that it would take a MINIMUM of two weeks for the custom glass order to be ready for pick up. He also told her that custom glass orders take two to four weeks to be completed. At this time, most custom orders we place with outside vendors take anywhere from two to four weeks to be completed.
Our representative told her that he would call her when the glass was ready to be picked up, and at no time did he tell her, promise her or give her a date that the glass would be available for pick up.
On 08/16/2021, she contacted our office and inquired about her order. and our representative told her that the glass was not ready.
He told her that it could be another two weeks before the glass would be ready, just as he had explained to her on the day she ordered the custom glass.
She indicated to him that she was not happy, she complained to him, and then she demanded that we cancel her order and refund her money. He explained to her that that was not possible, and he reminded her of our policy regarding custom orders. She would not accept this, and she complained angrily and insulted him.
She called a few more times over the next two weeks, and during one of her calls she demanded to speak to the owner. Our representative explained to her that the owner is not available because he is not involved in the day to day operation of the business. She demanded the owner's personal phone number, but our representative refused because employees are not allowed to give out the phone numbers of anyone affiliated with the company without that person's explicit permission.
Late this past week, she came to our office. She spoke with our representative, and she basically had the same complaints and demands that she has had over the past two weeks. She would not accept anything that he said to her. She was loud, she was belligerent, and she insulted him several times. In short, she was verbally abusive to the point of harassment.
We have not violated any agreement.
Due to the fact that the custom glass order is still within the normal time frame of delivery from our outside vendor, we do not have any reason to notify her of anything in regards to her order at this time.
We do not refund money on custom orders. Our representative explained our policy to her, and it is posted in our office and in the customer waiting area.
She can not pick up her glass at this time because we have yet to receive it from our outside vendor.

P.S. It is unfortunate, disheartening, and frustrating when people make statements or post reviews with inaccurate, misleading, or outright false information on the internet or anywhere else. Whether it is done by stating things that did not occur, stating things that are the opposite of what occurred, exaggerating or understating things that occurred, or leaving out things that occurred, it does not matter. We take matters like this seriously. Do better!