I ordered a pair of Fitflops online and paid £63. The original selling price was over £90 so I was very happy with this price. I received a message the next day saying they were ready for collection at my chosen store (City). I left work early and went straight to the fourth floor to collect them. The lady was very helpful and offered to open them. Straight away I could see they were the wrong ones, a completley different style. She rang somebody up and they said they would sent the correct ones the next day which meant I had to return to the store on a Saturday. I agreed as really wanted the ones I had ordered. I left the store empty handed. Later that day I received a voicemail from the store saying my chosen sandals were unavailable and that the item was wrong on the website. He also said I would need to return the item via the postoffice as I had paid by paypal. I rang the store straight away to tell them I did not have them, they had been retained at the collection point. The person I spoke to said I needed to return to the store to pick up the wrong item and then send them back myself. I queried the logic in this as it was not my error and I had already spent a lot of time and energy on this. He said this is what I had to do so I telephoned customer services who said no, I did not need to do this. The store should return them and then a refund would be given. This was a week ago, no refund. Shockingly bad customer service. I am not confident I will get a refund as I do not think anyone has a clue what they are doing or what anyone else is doing.