I have been left disgusted, dishearted and drained by the treatment and lack of services I have received by JD. I'm utterly devastated that the issue is still ongoing. On 15th October I placed an order online paid £5.99 to ensure next day delivery to 197-203 Oxford Street branch. When placing the order it confirmed the order would be delivered instore by midday the lastest. I arrived at the branch the next day 16th October around 3ish went upstairs to the click and collect counter waited for a couple of minutes before anyone greeted me. A young woman then came out from the door behind the counter she didn't smile or say hello to me, she told me to wait someone be with me in a moment. She walked passed me and went to the counter on my left to sever some guests. I watched, waited, looking around for a further 10minutes before the same girl young women said have you still not been served? She stopped serving customers 5 minutes ago, she used the next 5mins chatting and giggling with another member of staff who also didn't notice I was still waiting. She apologised and called someone from the door behind the counter to help me. I gave the young man my order number 401902441, showing him this on my phone. He wrote it down went back through the door about 3 minutes later he came back and asked to see the order number again on my phone so I showed him again. He confirmed the number was correct and return out the back. A couple of minutes later he returned and asked if I'm sure this was the correct JD, at this point, I questioned myself thinking this was my error apologised and asked him to confirm the address whilst looking at my phone. However, he had no idea what the address was and called over another member of staff to help me. Another young female assistant came over she also did not know the address, She didn't acknowledge me nor smile or apologies for my delay. Instead, she shouted across the shop floor to the staff by the till, asking what the address was, she then confirmed this was, in fact, the correct branch. She then abruptly asked if I had received a text, I explained I hadn't she bluntly said "well your order hasn't been delivered". At this point, I was getting very frustrated as I had several things to prepare for my holiday the next day. I asked her if she could find out when my order would be ready, she rolled her eyes then picked up the phone to call customer care who told her there was a delay and my order was with the delivery company DPD, it was on route and delivered by 5pm. At this point, I asked if could get an exchange or a refund and buy the in-store as I need to get home as soon as possible. The young lady told me this was not an option as the items had to be delivered in order for her to do a refund or exchange. So I then asked if delivery would definite be by 5pm as I could not wait around in central London any later than this. She explained this on the phone and they had arranged to call the delivery company to confirm the delivery time and call me back asap. I then asked her to check they had my correct number as I didn't receive any text nor emails re the delay. One digit was incorrect, this was then corrected. Still no apology by the young lady who served no empathy and no manners. I left the shop feeling pretty let down, the whole reason I paid for next day was to get it by the time advised. Regardless I needed these items for my holiday so waited around, 30mins later I still ha not receive a call back so I called customer care myself, I spoke to a very helpful young man who explained no updates ha been added to my account. He advised he would call the delivery company himself, he did with me on hold. He later confirmed that there was a further issue and my order would not be delivered until the next day. At this point I was furious, I didn't receive a call back as advised and if I hadn't call back myself I would have returned to the branch at 5pm to be told the delivery would be made by the next day. I thanked the young man for his help explained how unhappy I was and asked to speak to a manager. He empathised with me told me he was going to find a manager and asked if it was ok to again put me on hold. I then spoke to Ashley, she was very nice and again empathised with my situation. I explained my disappointment and how my time had been wasted as I needed to prepare for my holiday, my flight leaving at 4am. I again asked for a refund she explained that this was not possible as the items needed to be delivered to store first. I then asked if I could pick up the items in the store instead she said she would call ahead to find out if they had the items in stock. I explained I was very close by and could go in to check. Regarless she did as advised and tried to call, however, no one answered. At this point I was back instore, found one of my items a pair of Vans and asked the first member of staff I I could find if they have these in a size 4? "You need to ask over there" is the response I got, I walk to the area she advised and asked the second member of staff who said the same thing pointing to another section of the shop. At this point I was totally fed up, Ashely was still on the line and I asked her if she heard how I was fob off twice by staff not wanted to help me. Thankfully the last person I asked was helpful - the only person in the store so far to deliver basic customer services. In the end, the Vans were too small and they didn't have a 4.5, so Ashley offered to search for the Vans in a store close to home. Unfortunately, they didn't have any in my size so I had to leave it. Ashely again apologised about the services assuring me she would personally take care of this. Once the items had been delivered to the store (tomorrow 17th October) she would arrange my refund, giving me 20% off my next order and free next day delivery. I thanked her for all her help, she said I was very welcome and wished me a great holiday. She also was to de-stress with a glass of wine. I thought this would be all taken care of as advised by Ashely but on my return from my holiday 30th October still no refund, 15days later. At the time I had more pressing matters so allowed for a few weeks pass, on occasion checking my paypal account to check if my money had been refunded. Finally on the 24th November 40days later I decided to call customer care to find out what was going on. I spoke to a gentleman who completed the security check I asked him to confirmed my mobile number and asked to be put straight through to a manager. I then spoke to Darren, I again explained the situation querying why Ashley had failed to follow this up and why I still had not received my refund? I also clarified it stated that if items are not collected in store within 14days they will be sent back and payment refunded! He said he was not sure why this was still ongoing, apologised and advised he needed to check with the store to see if the items had received once he did that I'd be refunded in 24 - 48 hrs. I asked if they hadn't received my order would I have to wait even longer for my refund? I told him regardless of this I should receive my refund and not be penalised further for the store's error. He said he just needed to check the items were delived and then he could sort the refund. repeating himself not answering my question, so I asked him to give me call back when he had contacted the store to give me an update. He promised to do so, I again confirmed my they had my correct number he again promised to call me back. Suprise surprise no call back. Again I allowed for a week to pass before again following up on 1st December now 47days ongoing. I spoke to a lovely young lady called Elle I explained my issues she sincerely apologised and offered to refund me the delivery free straight away which she did. She then checked my notes to see if Darren had tried to call me back - no notes. She amended my telephone number to my account, as it was only amneded in my notes and passed me over to Charlotte. I again explained the situation and she read the notes on file. Advising that a call was made but the store but they didn't answer so an email was sent. I asked if anything else had been don since? Has Daren not followed up on this? I asked to be transferred to Darren, Charlotte explained they have no way of contact other call centers to transfer calls. She told me that they are still waiting for confirmation the items have been delivered in store. I asked her what it was going to take for this issue to be resolved? Would I need to physically go to the store myself to find out if they have my items? Charlotte replied, "If that's on your way ?". I said it wasn't but if this is what it's going to take I will do it, I arrange for her to call me back by 3.30pm to confirm my refund, she also promised to do so and said a paypal refunds take between 24 - 48 hrs and I'd need to fill out a refund slip in store. At 2.32pm on Friday 1st December, I arrive at the Oxford Street branch, again go to click and collect and advise on my situation to a young lady behind the desk. She tells me my item would have already been sent back I explain again it has not. She doesn't even check and brings me downstairs to the till to speak to her manager. The young lady doesn't explain anything to her manager she simply says's in broken English "She never collected her item!!!!!!" The manager who doesn't even look up to acknowledge me called Gemma puts her finger up and tells me one minute. Is this woman a manager? When she is done she asks me again what the issue so again I'm repeating myself, I receive no smile, no eye contact no engagement. She then asks for my order number writes it down and she advised she needs to call customer care. I explain again they advised me to come and they've tried to call and sent emails. Without a looking up she said no we didn't receive any emails I checked this morning, she walks over to another till and picks up the phone. I'm stood waiting by the till were another female staff member stands in front of me, she doesn't make eye contact or explain she will be serving at this till or ask me politely to move aside. Instead, she literally screams "Next please"! I look at her in horror and move to the left out of the way, I'm now stirring at the manager, trying to make eye contact to find out whats happening. She's still not even looking my way. About 3mins later she waves me over explaining I need to do a security check I explain I have already spoken to customer care again and they advised I come in she cuts me off saying she needs to check with them and I need to answer the security questions! I take the phone an then she just walks off without an explanation. I answer the security questions and the male I spoke to said I could put her back on the phone. I advised I love to but she just walked off so? She finally returns still no apology and speaks to the customer care advisor I hear them mention my call back at 3.30pm in the notes, she later appears to be on hold as nothing is being said, she still doesn't smile, make eye contact nor apologies about the delay instead she just looks at her phone. Finally, at 2.48pm she walks away again without an explanation I assume at this point she is checking for my items. About 5minutes later she returns with my items returns to the phone call, again there is no conversation so I assume she is again on hold. Finally, she says sorry they've got me on hold, she speaks for a further minute and ends the call. She completes the form and advised I won't be refunded until 7-10 working days I query this as both Charlotte and Darren at customer care advised it was between 24 - 48 hrs? She cut me off again telling me she was told all paypal refunds will take. Handing me a refund slip, still no smile and hardly any eye contact. I asked her why my items had been there for so long an not set back she explained the next day delivery items have no date on them so they were unsure of when they had arrived. Still no smile or apology for the inconvenience I left the store again appalled by the manager's arrogance, rudeness and yet again lack of services. I rush home for 3.30pm to make sure I can take the call from Charlotte as promised. I wait and wait but no call until 5.55pm when Elle calls me back to check if I got everything resolved. I thank her for call explain my further disappointment and query why Charlotte has not called me back as promised, when I ask to speak to her I'm told she's gone home for the day. I asked Elle to get another manager to call me back on Monday morning by 9am. No surprise no call back it is now 10th December totaling 56days, in 6 days times it will be 2months I have been waiting for this refund! Facts: The majority of staff members in the Oxford Street branch need to be retained. They are rude, unprofessional, unhelpful and cannot grasp basic customer services, including the management. Customer care manager's do not do what they say they are going to. Promise to complete tasks but never follow, promise to call you back but don't. The only positive experiences I have received from customer care is, from the first gentleman I spoke to before Ashley on 16th Oct and Elle on 1st Dec. My question is how do you hope to achieve excellent customer care when you cannot transfer to different advisors? Making it in possible for any one person to be contacted? All senior members of staff are incompetent and liars. Next day delivery packages dont have dates on them? Surely a system should be in place that someone may be in store adds the date, my package had been in the store for over 47 days and no staff member had any idea, shameful. I ask you honestly if you were in my shoes how would you react to this because I personally would be ashamed to work for a company that literally is rude, doesn't kept to their word and frankly doesn't care about customer services. I hope all my calls are listened to and to get a response before the next 56days! I'm also looking forward to someone finally following up on the matter and resolving it. I also will never step foot in that branch again and I'm unsure if I will shop at JD again, which is a real shame as I have been a loyal customer since my teens.