Automated emails received from Field & Trek were not clear. I had asked to collect my items from my local Sports Direct. I was notified when my order had been processed. I waited for 3 days more and then received an email asking for my feedback. I was confused and thought that maybe I had missed another email from Field and Trek so I thought I'd try phoning the Sports Direct store to see if the item had arrived. I tried several times. I was diverted to an 0844 or 0344 number and it just rang out for about 5 minutes with no recorded message or any kind of encouragement or reassurance. I got on the bus and travelled to the Sports Direct store to ask them in person. I waited in the queue there for about 10 minutes and then showed the woman serving (there was only one person serving) my email and reference number. She talked to me as if I were a 4 year old and pointed out that my email said "To be collected". "Yes, that's what I'm here to do" I said. She sighed and started repeating the same to me again and then a colleague asked her a question and she turned her back on me. That was my cue to leave the store before I became even more upset. She had made absolutely no attempt to check the system. She had no customer service skills. I have worked in customer facing environments for years and know that a little empathy goes a long way. Why not say "yes, I can see how that might be misleading" or even "I'm pretty sure it won't be here yet but hang on just a moment whilst I check for you"? At this point in time my severe dissatisfaction can not be mitigated by the pleasure of a new pair of walking boots as I don't yet have anything to show for my £75 apart from a plate full of frustration.