Take your money for mahala

The sales reps in the store is nice and friendly, the only problem is when they take your deposit money you have to wait for days to get an answer from their head office. My deal was approved and everything but I had to cancel it because they were looking for 20% deposit which was to much. I had to make the sale less and still had to pay up on the deposit of 20% that I gave on the 23rd of this month. Today is the 28th and I am still waiting on an answer from Russels head office. How can your service be nice in the shop but you at head office is taking your own time. I had to take off from work to do this and still there is no answer. Is there someone there at your head office that really care about customer service because it dont looks like it.