Collected a online purchase from Bluewater store, 1 item was unsuitable, the staff had no idea how to deal with it. I could not get a refund in store and had to wait for over an hour for a handwritten note saying I didn't leave the shop with the item. Two weeks later I got a call from the distribution centre saying my return was too late for a refund, when I explained that I had not returned the item the store had they apologised and said I could have my refund, the store staff did not add any explanation to the item returned just put it in an envelope and sent it back. So i suppose I was lucky the distribution staff bothered to trace me. Would never use the company again total nightmare.