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Please could someone get in touch with me regarding my online order for a baby item.

I have received a late notification, however I have tried emailing and receive the same regurgitated email and I have tried to call the online call centre numerous times but the agents are always busy. I have spoken to someone in customer service and they are unable to help me. All I want to know is if I can rather collect the item in store and if not then get a refund because this is becoming very frustrating. My first and last time using this "service."