Online order refund

Only after complaining here was I informed that my online order got delayed( by two weeks) due to one product being damaged. Instead of calling, Clicks decides to send an email requesting my club card details to refund that product via points...of which they have my details because it's not the first time they have refunded me like that. I just think it's being lazy to do the work or they just don't care. Some of us don't have time to be going through emails during holidays, we are trying to relax. Online customer service needs to improve