FRP has always taken good care of me and I've been ordering with them for years.
I agree that if something is seriously out of stock its status needs to be changed. They apparently dropped the ball on this when the Malifaux product did not come in time from the distributer. No question, this was a problem.
The other tricky thing is processing a cash refund versus a credit or change in product takes a lot of time. Making a change to your order for a different product or holding a credit for you is simple. Having the accounting staff proccess a cash return back to you card is much more difficult. And again, it is not done by the customer service staff but rather by the accounting department. Plus, when accounting does the credit it can still take a week to ten busniness days for your own credit card company to process the credit on their end. If FRP did the credit today it could still take two weeks to show up on your statement. This is pretty much true accross most businesses (including my own).
This situation is unfortunate, but I reccomend FRP. They have communicated with me well in the past and have an extremely diverse product range. I also highly reccomend the Warstore. Neal is great too.