On Friday 4the November 2016 I ordered an item online (order number 13366771 ) to click and collect. It stated that click and collect takes 3-5 working days so I expected it to arrive around Friday 11th November. It didn't . I recieved an email on Sunday 13th November to say it's been despatched..expected delivery Monday 14th between 8:00-18:00. I didn't recieved a text so I called into matalan the following Thursday 17th november to find out where it was and all they could say is its in transit. Still no sign of my parcel. This service is absolutely ridiculous . My payment has been taken but matalan have not completed the order . I contacted customer services twice with no reply. Rang today was on hold for 20 minutes with no one answering the phone costing me £3. Please can you look into this and contact me asap with an explanation of where my item is and when I will receive it or just refund my money! Thanks Sue McNamara.