Customer service seems to be a problem

Bought a Connex Notebook, was repaired under warranty, but when it came back the second time round, the back cover was damaged ! No feedack was given on outcome, i had to phone in everytime to get feedback. They said that ill be getting a refund, seeing that this store is not close to home a told them via email 4 days in advance to get the refund ready. On the day of me going to the store for my refund, cash was still not available and ready. Really inconvinient.