As an existing customer, I visited the Colchester store to buy some boots. They did not have my size in stock at the store, but a helpful young lady advised that they were in stock at the warehouse so I could order and pay in-store for a delivery straight to my home address. I stressed I needed the boots for an event on Friday and was assured the boots would be picked on Monday and with me on Tuesday on Wednesday. Brilliant service and advice, so I placed my order. The boots did not arrive by Friday, so I used alternative and inappropriate footwear ( now ruined). My family joked that the boots would arrive during my absence on Friday, they were wrong! So today, Sunday I went back to the store and asked for a refund. A supervisor was called, Ed, who was defensive and abrasive from the outset. He was quick to point out that it was not the stores fault, it was the warehouse. I suggested some notification that the order was delayed would have been nice. He said the warehouse probably had sent an email, but I had not checked properly and it was in my spam box. He then said he could not refund the money until he had checked the item has not been dispatched. While he went away to check this, I checked my email account but no notifications had been sent including spam and junk inbox. Ed returned and said he could now refund me as the Warehouse were out of stock so had already cancelled my order. What??, Why had I not been advised? Ed's response was again it's not his fault, I probably had been informed, and he is doing the refund so don't shout at him. ( I hadn't shouted, but I had mirrored his terse manner). He then scanned a bar code attached to a lanyard, instructed the member of staff at the checkout on how to conclude the refund and left without saying goodbye or offering any form of apology. Needless to say I won't be renewing my discount card or returning to go outdoors.