Waitrose, what a disappointed you have become ! I ordered £50 of goods online for click & collect, received the order confirmation followed by a collection date & time. Went to Waitrose and spoke to one of the staff. She said she'll go and get my order but I never saw her again. I then went to the Welcome Desk, another member of staff then said they don't have my products in stock. Errr... I ordered this online to be collected? Same member of staff then said something along the lines of "yeah we don't have it but you weren't charged for it". I showed her proof that I WAS charged for it but she started arguing that it wouldn't have been deducted from my account. Sorry but, yes, this was already deducted from my account. The conversation went back and forth, I insisted that I need some form of proof/email/refund receipt and she called a Manager to sort this out. I was correct, the order had not been cancelled, no refund had been issued. Manager then cancelled and sent a refund email and went "OK? OK?" several times expecting me to drop down to my knees to kiss her feet for sorting this out. I mumbled a mere courtesy "thank you" and left. Let me get this straight: - I ordered and paid upfront - No-one informed me that the item was not in stock and could not be sourced - Staff member then argued that there was no outstanding order, I had not been paid - Third member of staff, the Manager, then sorted this out - I wasted a precious 45 minutes of my time hanging around for all of this. Waitrose, you are going downhill. My husband then bought a pizza from Waitrose to put in the oven as we were ravenous by the time we got back. Hardly any topping or cheese. Dry pizza bread with a smidgen of tomato sauce.