I ordered a gift online for my sister last week and arranged that I'd collect in store from the Victoria branch of the company on the Friday. I paid my money, they accepted my order, I had an email on Monday to say that the item had been dispatched and then another on Friday to say that my item was waiting for me at the Victoria Branch and I needed to go in with my payment card and reference number to collect it.
I turned up at the store to find it closed down! On calling customer service I was told that the shop hadn't closed down, it was closed for refurbishment (how that helped me I have no idea) and that my item may have gone to Oxford Circus. As I was on my way to the airport this didn't help me in the slightest so I asked that the order be cancelled and a refund given. The customer service representative said he didn't know if he could do that, or if I had to collect the item, but that he would call me back (on Friday) and, in spite of an email reminding them of this at the weekend, I haven't yet heard back.
Delightfully, when I spoke to customer service and asked "Why did you (meaning the company) email me to say it was at Victoria?" I was told "I didn't send you any emails, madam" from the pedantic chap who had no interest in helping me.
WIBU to expect that my item should have been delivered to the shop they said it was going to, and now that it hasn't (as the shop isn't there) AIBU to expect a refund and some customer service in getting it sorted.
I didn't think I was being particularly unreasonable, but the chap in "Customer Service" was so patronising about me wanting it delivered where they said it would be, when they said it would be, and made me feel like I was being an entitled, unreasonable old bag.
Still no word in response to my email, and no further notice on my refund.