Booked via Easirent website "chat," paying a deposit of 349.11 pounds. The only documentation of the booking I received from Easirent was an e-mail titled, curiously, "Vehicle rental reservation changes to booking number XXXXXX" (VRRCBNX). This contained no address for Easirent. It did contain a list of bus services and bus stops at Heathrow, but these were not easy to find after travelling for about 20 hours from Taiwan. It also mentioned a free bus service, but stated, "It is important to show the bus driver your rental voucher which has the start date clearly printed as well as our company logo." The VRRCBNX contained no company logo. We took a taxi, costing almost 20 pounds, and consulted Google for the Easirent address. We and our taxi driver struggled to find Easirent. When we finally arrived, no member of Easirent staff greeted us at the entrance or told us where to go to transact business. There was no signage visible to supply such information. I was shown by another exasperated customer into the office in which bookings were being processed. I saw two men standing behind two counters, one at either end of the room. I made eye contact with each of them and presumed that one or other of them would understand I needed assistance; the procedure remained unclear and, once again, there was no signage visible to make it clear. I was left standing for several minutes. Neither of the two men bothered to say anything to me. After several minutes, I felt that I had no choice but to approach one of the counters and present the document "Vehicle rental reservation changes to booking number XXXXXX." I duly did so, saying to the employee, 'There is no address on this.' He screamed at me, 'This is not a booking voucher.' As this first employee screamed at me, he also signalled to his colleague at the other end of the room, who started asking me questions about my booking from his end of the room and in an offensive and sarcastic tone. When this second employee (a white, native English-speaking caucasian, like myself) had finished asking me questions, he approached me and said to me, 'Now you're just being racist.' I said to him, 'What do you mean? I haven't said anything to you at all, let alone anything racist.' He responded, 'I know, but I'm South African.' I was appalled by what he had said and by the possible implications, and therefore made a point of informing those around us in the room of his remarks, whereupon one of his colleagues said, 'He's not South African; he's Australian.' I made the point that I simply wished to collect my car and leave. The second employee shouted, "Don't give this man a car." I responded, "If you're not going to give me a car, I require a written statement from you that my deposit will be refunded." He said, "Do not give this man a car. Do not refund his deposit." He gave no reason. Weeks later, though without my being notified, my deposit was in fact refunded. Two days after my return to Taiwan, about a month after the incident, I filed a demand, via the complaints procedure on Easirent's website, for reimbursement of my deposit and of various losses consequential on Easirent's cancellation of my booking. Easirent did not respond, and, in accordance with their procedure, I filed the demand again. Again they did not respond. Again in accordance with the formal complaints procedure, I therefore "escalated" my grievance to the industry governing body, the BVRLA, who responded, "We understand that when you arrived at the branch discussions took place which then resulted in you not receiving the vehicle you had pre-booked, we hope you can appreciate we are unable to comment on these conversations. However, Easirent have advised that you were refunded your pre-paid amount of £349.11 in full." I was not accused of anything, either by Easirent or the BVRLA.