Edgars Gateway / click and collect

I do hope that this message serves to warn others in advance of the poor and pathetic service received during a click and collect purchase at the Edgars Gateway branch.

I had done two online purchases with the option to collect at Edgars Gateway. I received an sms with a bar code and was told to present this at Edgars Gateway in order to collect. My husband went to collect the item for me with the barcode that was sent to me ,but on arriving there he was told to go to the floor above because he was at the wrong place, only to be told once again to return to where he originally went to because that was the correct place. At the click and collect counter he was asked to present identity documents of both mine and his in order to pick up . We had to return the next day when I physically went to pick up but was told that they need to keep a photocopy of my identity document which I was not at all happy with, being aware of the risk of potential identity theft. What would stop Edgars staff transacting on my behalf and collecting the order simply using my identity document in the future . I even told them that at no point during the shopping process or via email was I informed to present and identity copied to them except for the bar code that i had received. The staff and management were not at all helpful and had me waiting until they made internal calls about the release of my paid goods to me and were not at all considerate of the fact that I had two toddlers waiting with me for over a half hour. They kept complaining about how much of issues they have with click and collect .

When I requested a cancellation and refund for both my orders, I was simply told that I must contact the online store as they operate separately and that they can’t help me in-store.

Terrible customer experience .