on the 23rd of May i made an order online worth £163.00 for a click and collect from the Greenwich store, however when i went to collect it next week there were items missing (5 boxes Form beige storage box and a Floor lamp) total of £80.00. No one knew where they were or why they were missing, then they told me that they can't give me a refund as it needs to go through a different team, after speaking to one of the managers at the store and waiting for over 1 hour to get this resolved i was told that i they will call me in 2 days to confirm the refund as it needs to be done by DIY.com not them. That was not true and i was informed as they could've simply issued the refund then and there. They are quick to take your money but when they should give you your money back they make you go through hell to go YOUR OWN MONEY back. after that i received a call 3 days later, and a lady from the store told me they are still "investigating" and that she needs to get back to me in two days. she never did! and then i had to call the store 5 times in a period of 8 weeks. They refused to issue the refund, making all sorts of excuses (system not working, not their job to do it, they are switching systems and can't do it now). Then i was told that the refund would be issued in 5 working days, two weeks later still they haven't sent my money, so after they put me through the wringer I've i asked to speak to a manager at Greenwich store, who said it's not their job to issue the refund and i should speak to customer service and when i asked why i was misinformed and made to make over 6 calls in a period of 2 months her simply said: that's not his problem and was extremely rude to me. when i challenged him about the way i was treated he hung up on me. i then decided to call customer service and thought they might be able to help in end of June/ beginning of july. After holding on the line for an hour and being transferred from one person to the other, and after employees spoke to their manager and to the store i was finally told that the refund will be with me within 5 working days (again) and assured me this time it will be refunded on time. This never happened. it's been over 6 weeks now and they still haven't sent me my money back! how long does it take to issue a refund?? this is completely unacceptable way to treat a costumer and it breaches the contract of refunds which clearly states that it should not take longer than 2 weeks in exceptional circumstances. I’ve simply had enough with big companies like B&Q treating costumers as they wish and not being held accountable for anything or being obliged to follow trade regulation. What they did is simply theft!