Facebook is a good site to post problems like this on their business site for others to see. I had several experiences and posted exactly what happened on their business media sites. Then I email them and send a Facebook message. Occasionally I will give them the benefit of the doubt and message first. Depends on what chances they have had before and how responsive. ps: I send compliments also.

A hospital gave my personal phone number and name to a robo calling company (I had a "bad" bill which was actually fully paid and caused by their faulty processes). You should have heard me and seen my very clear very negative info on their various social media sites.