Hi there, thanks for getting in touch. I am sorry to hear of the problems experienced with our Click and Collect service. This is not the standard of service we wish to provide so I will pass your feedback on for future improvement. If this has not yet been resolved, please contact us via email info@toolstation.com, or our chat services on our website or app, or via our social media channels Facebook or Twitter. I apologise for any inconvenience caused. Kind regards, Flo.