The online process is quick and easy and i was updated with a text message to inform me that my item was ready for collection. This experience is let down by the in store experience. On a few occasions where i have requested my items be delivered to store the service is appalling. The staff clearly don't have a clue what good customer service is. You queue at the till to tell them your collecting your online order for a shop assistant to shout the name of another staff member across the shop floor to get there attention. This advisor is far too engrossed in having a chat with another shop assistant, so while i wait at the till and after calling this particular person at least 10 times he eventually realises he's actually there to do a job and comes over to be given my name (although i did think why can't this assistant from the till actually move her legs and walk over and tell him, i thought maybe she's not allowed from her post at the till that's why we are shouting across the store - obviously not this person is just lazy, as when her colleague asked her to come over to show her the new trainers she had on that she had ordered online she quickly moved from the till to have a look and have a natter with her)...anyway this person now has my name and has walked off. Meanwhile i'm still standing there - i assume this person is gone off to get my order as so far no-one has told me anything. There is now people behind me. So the person at the till can continue serving i wait to one side, still waiting i decide to go for a browse round the shop...now i realise why i'm waiting so long this advisor hasn't even got my order he's now talking to another staff member at the foot ware and there laughing and joking, he looks up see's me and still has the audacity to keep chatting...It's ok i only on my lunch break i clearly have all the time in the world to wait while you keep on chatting. I then just get handed my order - no ID/BANK Card asked for as stated in your policy just my name. The buy online collect in store process is meant to be make it convenient for customer - quick easy fast service. Your staff members would do well in knowing this.