On the 7 June I placed an online order for a 4-person tent, 2 double mattresses, a pump for the double mattress, 4 trekking mats and two children’s sleeping bags. This cost over £350. I was told my order would be ready to collect instore in Edinburgh on 15 June. I called the Edinburgh store on 15 June and was told by a man that it hadn’t arrived but I should call back the following day after 1pm as more deliveries were expected. I was also told at that time that each of those items were available on the shelves in the shop already and if the delivery hadn’t arrived by 1pm the following day they would be able to source the items from the shop for me. Rather than calling the next day (16 June) I waited and called the store on 17 June. This time a woman at the store answered and told me the delivery had been postponed until 20 June. When I explained the previous call with her colleague, she told me there was nothing she could do and I should make a complaint to Decathlons head office in London. After I hung up someone cancelled that order. To be clear, I gave no one permission to do that at any point given I have a camping trip planned with my children. I was appalled at her lack of sympathy, her lack of flexibility and her refusal to try to resolve this using the solution her colleague had told me would be possible.