After spending £11 on next day delivery for some trainers for my son's birthday. I was sent the wrong color. The invoice was right but the box wasn't. We drove 12 miles to a store to swap them only to be told the online service won't allow store exchanges. Trying to find a telephone number is impossible. You go through a chatbot and eventually get to a human. Only to be told I have to wait up to 14 days to get a refund and then they can send the new one out!! These trainers are £120 and now my birthday teenager needs to wait for his shoes. I'm beyond upset and frustrated. I'm in a position whereby I need to buy them again elsewhere and wait 14 days for my refund. The fact that store and online cannot collaborate for the sake of service is utterly beyond me. This is not a trusted brand that takes service seriously. This is their error. If they sent me the right shoes in the first place .... Upon asking for a formal complaint process I'm cut off the chat. Oh and they were originally delivered by courier and now the return is via post office, our nearest post office because we live in a village is 12 miles away. This is a wild goose chase where flannels are trying to make this return process impossible. Again I echo this is THEIR MISTAKE