Just all in good faith

I have been reading through reviews and I am in two minds.... we have a fleet of vehicles, Prices are generally unbeatable thus we keep coming back. I have seen complaints about rudeness, chaos etc. At least not everyone we deal with is horrible... 1. Salesmen: Junaid and JP are excellent!!! they have a great extra mile factor and will help you as much as possible. 2. Dispatch: Charandre is very principled and we understand he is following company policy, however the problem we have is that, in good faith, if a part is supp**** incorrectly and we phone back for it to be picked up and refunded we are slapped with the stickiest red tape ever! We had to send back a part, in good faith, no immediate refund, so disappointed! 3. Switchboard: we have to stay on the line for more than 8minutes before the phone gets answered, at least you get transfered thereafter quickly enough.