I purchased three items online, but two were incorrect, so I attempted to return them in-store. However, I was turned away and informed that returns were not possible. This contradicts the information on their website which states 'You can return an item to any store'. I scheduled a home collection but was not provided with an arrival time, making it difficult to plan, and I ended up being unavailable due to school runs. Attempts to call for rebooking were futile as their digital service failed to recognize my order number and wouldn't connect me to a representative. The same problem occurred with their live chat. This was by far the most disappointing customer service experience I've encountered in quite some time.
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