For the Second Time I have had cause to complain to Customer Services. The first time (2015) I was treated with respect and in fact they were what I would consider to be more than fair with the way in which they managed the problem. however, I cannot say the same about this problem. I order two items for my Grandsons birthday four days before going on holiday. I spoke to Customer Services as I had not had confirmation that it had arrived in store the day before leaving for India. I was assured by customer services not to worry as the "return date" to warehouse would in fact be only one day prior to my return from holidays, but to be on the safe side once I'd received the email to say it had been delivered to store I should ring them again and they would contact the store and ask that the items are held for a further five days (making 15th November) so that I had time to go and collect. I telephone the store on 12th to say I'd be collecting that day but was advised that the order was not there - long story short the items had been placed on the shelves because apparently the manager had received an email to say I had been given a refund as I'd changed my mind!!! I asked for a copy of this email during my second conversation with the manager as Customer Services assured me they had sent no such email. I was told by the Manager due to Data Protection she could not send me a copy of the email but maybe Customer Services could - they deny having sent an email and have said that although the are sorry about the situation there is nothing they can do - I do not believe for one minute that there was any such email - maybe somebody liked the items I had ordered and decided to keep them for themselves? I had to ask where my refund was then and received an email to say it could take 10 days!!! What a nerve - no appropriate apology I just think they are so "big" now they don't care - no more shopping on line at TKMaxx for me - maybe not more TKMaxx shopping for me at all from now on.