Shocking online shopping

Absolutely shocking. I ordered an item online, to collect instore. I went to the store to collect and the store (after I called the CUM call centre to make sure I can collect) told me that they work separately from CUM online. So they asked me to buy the item and to get a refund from the online store... So I the client, must suffer and pay for something twice cos CUM cannot get their IT systems to speak to each other? Will never buy anything from you again - I hope that other follow and don't shop there too.. These companies must be punished for incompetence.