Cotton on customer service sucks !!

I’ve just had a shocking experience. Placed an online order in November 2023. I never received notification to collect . I then spent a long time trying to find out what happened. Eventually got an email confirmation from cotton on customer service that I could collect the order from Cresta branch . I get to the branch and my order is physically in the branch but they refuse to give it me because it was allegedly “cancelled “ . However, when I check my account , it says the order is “pending “. So I just wasted almost an hour in the branch because nobody knows what’s going on . Cotton on, get your act together. This is terrible service