Sub standard service both on online collection and online help.

I am tired of sub standard service I am getting at Leroy Merlin, I have made online purchase and got a confirmation that it was ready for collection on 29th I went to the shop and waited close to an hour and still parcel was not ready and I had to leave for a meeting. I later on the same day sent cancellation and refund request as I knew I will not have another chance to visit the shop.I made several followup emails and calls after but still today I am told cancellation request has not been processed.