Ordered 3 books, received email confirmation of order on the Sunday. Then confirmation on Tuesday that the order is ready for collection at Harrow store. On the Friday, I go to the store. Assistant cannot locate my order. An hour later, a more senior employee turns up and tells me what the process actually involves (different from WHSmith process). Their Click & Collect process is flawed and frankly ridiculous: Apparently, TGJ order system sends a message to customers once the items have been despatched, not when they have arrived in store. Items are not sent first class so there is also no likelihood they will even arrive soon after that message goes out. Already this week, 3 other customers arrived in store to collect their orders- which had not yet reached Harrow.While waiting to see a manager I sent an email to online Custoner service, got reply over 60 mins later. Not very helpful - the agent said he couldn’t reach anyone by phone in the store and that “Collection Confirmation email is automatically sent once an order has been delivered to a store””” - not correct. I’ve informed the agent that that email is sent once item DESPATCHED from warehouse. Also, On the website “contact us details” they mention phone or email - there is no phone number annywhere. And the store phone goes unanswered.Also, I have seen where Harrow store keep the items once received, it is the drawer of a filing cabinet; books etc sit there without any packaging or protection. And all jumbled up with other papers and pens, it’s shocking and I will be rejecting any of the 3 books I ordered if they are in any way torn or damaged. If, as other reviewers say, a refund is not given, I’ll be claiming a chargeback on cc. I used to order fairly often from WHS, I’ll stay well clear of this one. ( It’s interesting to know the owner Modella Capital also owns Hobbycraft, whose online system works well, why can’t they use the same one?! )
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