Please, for the sake of humanity, do not use technology if you do not know how it works

They are clearly trying to do something they have no idea how to do. I ordered something online for collection at the branch closest to me. After 4 days I requested an update and was told that they had to get it from another branch. Seriously!, That is a job that should take a few hours at most. I went away for 1 week and during this time got confirmation that my order was now available for collection. On my return, I went to the branch where nobody, no really NOBODY, understood 'online' or 'collection' despite me waving around my reference number. But then I re-read the complete message and saw that my order was sent to a branch different from the one I specified. So now 3 weeks later and wasted effort on my part I have nothing to show. Oh, and they will obviously make it as difficult as possible for you to get your money back. They cannot refund the card they took the money from, nor can they refund if I provide the account details. No, I have to jump that extra hoop and send a bank confirmation letter.