Massively disappointing, as usual. I had previously kept away from using Richtone based on prior poor service experience but decided to try again as I really needed a specific cable this weekend. I spent ages finding the right cable, in stock, on the website and placed my order at 10.15am... click & collect... they would email me when the item was ready to collect. No email. At 3pm I phone the store to be told my order is ready to collect so I drive in. The store still has a buzzer on the door to request access - you can't just talk in for a look around! The assistant asks for my postcode, not my name, and fiddles around on the computer then leaves to let someone out of the door, comes back and says he'll go upstairs to look for my order. I wait 10 minutes for him to return without my cable, telling me, he doesn't know how it's possible but the item is NOT in stock even though it shows as in stock on the "hub" - whatever that is. "I don't know what to tell you." he says. I ask him to go and check that the person I spoke to on the phone hasn't picked it already - a good idea, apparently... But no, it's not to be found. I ask if he has an alternative... he goes away and comes back with a cheaper, lower quality brand version that's not the length I asked for. I say I'll take it because I really need it. He has to get someone to help him process it on the till/computer. The guy he asks to help has to have the situation explained to him and then offers me a cash refund. When I say I'd rather have the refund of the excess paid back to the card I originally paid on. "Thats more complicated." he says... In the end I get the refund to my card and leave. I really can't see me ever wanting to go back. The service and product selection (for anything other than guitars) is really poor especially considering this is one of only two instrument shops in Sheffield - Sheffield, the home of hundreds of famous musicians, with hundreds of thousands of residents and this is the best we have. No wonder people buy online when this is the experience you get in person. A dreadful, disappointing shame.