Having been a customer of GSF before, I have always been impressed by the service received. On this occasion I was left disappointed. I reserved the items via click and collect. On arrival at the shop with my three children, the person serving me went to collect my order. I then had to wait for around 10- 15 minutes while the components were located. During the time I was waiting, other members of staff were chatting in the back office, with the door open. The conversation could clearly be heard including details of personal life and the word f*ck used clearly and loudly three times within that conversation and easily within hearing of my children. When the person serving me returned I was informed that part of my order could not be located, despite the system showing the branch as having it available. The person serving me then managed to locate the bits at your Chadwell Heath branch and arranged for me to collect the items there. Due to an online offer that was on the website at 0830 not being available, even this was protracted. I did collect the items later that day. There were several issues that caused my experience to fall below the high level I expect. Firstly, the click and collect system allowed me to order parts that weren't available. Secondly, it took approximately 40 minutes from entering your shop to leaving with only part of my order and thirdly, it came across as highly unprofessional to use expletives in the presence of children, or adult customers for that matter. My frustration is that I could have gone to either Euro Car Parts of Halfords Trade and made my purchase. However I chose GSF because of positive previous experiences, but will certainly think again in the future.