There was long one queue for both ie for shop purchase and click and collect. After at least 30 mins in the queue I found out that one of the item is out of stock contrary to email saying ready for collection all items. I am a regular customer and would like some improvement. Therefore suggesting the following (which I said to the person on the counter too). 1. There should be a separate counter for click and collect. If there are not many click and colect customers (may be because people don't see any advanatge as they will have to saty in que any way) that person can serve other customers too to make it more efficient like in Toolstation. 2. The person on counter should not go inside to collect the items from inside. There should be a separate staff for this purpose. I am told that this is your SOP but not always followed. Perhaps this can be regularly monitored. Finaly there use to be a QR code in the shop to access feedback page but it was not there when I went there 2nd time. Your online feedback page was not working either. Which I showed to your staff member. Thanks