Shocking service, wrong car, AVOID AVOID AVOID

The car I ordered was an automatic SUV..... the car I was given was an automatic Fiat 500!!!!! Sicily by car didn't even own any automatic SUV cars!!!!!!! Service was appalling, waited 2.5 hours to collect the car in a massive queue as their process was highly inefficient, other car rental companies were serving people within 5 mins. It was obscene. I'm currently in contact with them to get a refund as I didn't get the car I paid for and they told me to "contact my intermediary" shocking service. I would give them 0 for customer service if I could.