I ordered two pairs of Christmas pyjamas for my daughters. I ordered to click and collect from a Sainsbury's local. I received an email saying the order had been dispatched and I'd receive a further email when it was ready to collect. No further email arrived. Two weeks later when a subsequent order was confirmed as ready to collect I thought something may have gone wrong. So I called the helpline. They checked and apparently a) the order had been lost in transit and b) it had been marked as "collected" from the store. I was offered an apology and a refund as they couldn't simply reissue the order oh and one of the items was now sold out. Sorry, this is simply not good enough. TU have stuffed up not once but twice and if I hadn't called the error would never have been identified. Then I'm supposed to sort out the mess they have made. They had my payment, they accepted my order, they made a pig's ear of it....a refund doesn't address the inconvenience, the disappointment that my daughter won't receive the pyjamas she requested or that I had to spend time on the phone letting them know they had a problem. I then received an email confirming one of the items was being refunded. I called to enquire what about the other item and was told they had both been refunded but only one confirmation is ever sent I pointed out I had now had to call twice, three times if you count the first time I called and the operative hung up on me. I am not impressed. I have been a Sainsbury's shopper all my life and I have used click and collect for other stores multiple times with no problem. The first time I use your service, it goes horribly wrong and no one actually seemed to care. You clearly don't want or need my custom is all I can assume. I now find they have no complaints process , no email contact and all I can do is call the helpline who were so utterly useless in the first place