Worst Customer Service ever

I went in to get a quote on a screen repair for an iPod on Friday. It was 11:22. I was told they'd make a booking for me with the technical team for 11:30, so I came back 8 minutes later. I stood in the que for 25 minutes before someone from technical team could help me. I was given a quote for a replacement iPod. I went back today after getting approval from the insurance, and was told they'd have to order, so I'll be able to collect on Friday. The catch was, I had to hand in the old one before they could order the replacement. No one communicated this to me previously, so now I'll only be able to hand in the old one on Thursday, and it will take another 5 working days after that before they get the replacement. If I'd been told this on Friday I could have done the backup over the weekend and have the replacement this week.