Bad customer service

No customer service, why they are closing branches. I bought a washing machine to collect when they have received from wharehouse. Was called after 4 days to come and collect. I was told after waiting for 30 minutes that the machine was given to another customer on Sunday. Mind you they called me Monday afternoon to collect. I then demanded a refund to part ways with them. I was made to wait for another 30 minutes while they argued at the back as they misplaced my documents. At the end I got all my money in cash while I paid with a Cheque card.