Poor customer service

I purchased items online and the incorrect item was sent to me. I made contact with them to try to rectify the mistake only to be told I must go into a shop to return the item and see if they have stock of the item I want. So I call Canal Walk talk to a lady and she says yes I have 4 of the item your looking for in the correct size and all. I ask her to keep the item aside for me and I will come through immediately to return and collect the correct item. I arrive at the shop after driving in afternoon traffic only to find nothing was kept aside nor do they have any stock of the item I actually asked for. So my time was wasted for a mistake that was not mine nor do they have stock of the item I want any longer. While I waited on the phone for the staff member to come back to me all I hear I told he back round is the ladies at the till point making a noise and talking which while helping a client at the till point is also very annoying. They are more interested I think talking to each other than getting the client run up and on their way as faster as possible. Never plan to go back to that store again