Builders Warehouse are not trying too hard to keep me as a customer despite claiming to

Sadly, Builders Warehouse, although they have tried, have not done too well in sorting out an issue with a rusty stove that I bought. Although they have agreed to refund my money they now want me to "bring in the stove"! They also need to process the refund and will send me the forms - as the phone got cut off the conversation was never finished and as I have not received an email I can only assume they are posting the forms which will never arrive as no post gets delivered here. No idea what the next move is, but I am getting angrier by the day and they do state they want to keep me as a customer..... hmmmmm!!!!!!!!!