I will start by making clear that I've had my credit card for the past 6 years, I've lived at my home address for 12 years and have a perfectly clean credit record with a substantial credit limit on my account. I think I'm trustworthy. I'm also a chartered accountant working for a law firm, so totally understand the need for fraud and money laundering checks. I placed a £70 click and collect on line order yesterday for a bottle of perfume during their one day 20% discount promotion. Everything seemed to be going well until I received an email a few hours later asking me to call customer services. Apparently they were doing a security check and wanted evidence of my biliing address. I don't know why this was required, but I sent them a copy of my account statement showing my home address as requested. I had a bounceback telling me they were receiving abnormally high numbers of emails and would respond as soon as possible. They didn't process my billing details until late in the day when, after calling customer services, I received another email from a JobsWorth called Areej D, who asked why I was having the goods shipped to their London store, which is 25 miles from my home. Well, surprise surprise, I work in London and am 5 minutes from the store. Areej D has clearly never heard of people having goods shipped to their work location! I ended up having to send him a link to my profile on my firm's web site so he could see the address. Unfortunately the email with the link wasn't read and it was only when I contacted customer services via on line Chat that my order was finally approved. I asked when the item would be available and was told that it was in stock in the local branch and I'd be able to collect it today, I just had to wait for an email. A couple of hours later I checked the status of my order and saw that it had been passed to the warehouse for picking and subsequent despatch by courier. I again contacted customer services who told me that, as I had ordered a free sample with the main item, it had to come from the warehouse because free samples are not available in store. I didn't want any free samples, they would have gone straight in the bin, I just wanted the item I had ordered. But the system had added the sample automatically to the order and I could not remove it. And apparently nor could customer services. So customer services ended up phoning the store in order that I could call in and buy the perfume on the understanding that they would honour the 20% discount. To be fair, the store staff were really helpful and I now have the item. Customer Services have confirmed that they will now cancel the original order but I have a horrible feeling that's not going to happen. It's certainly not been cancelled in the last 3 or 4 hours since I spoke with them. This has to be literally the worst and most frustrating on line shopping experience I've ever had. I have wasted so much time, just trying to buy a simple birthday present. All I can advise is to steer clear of this company. They have no idea how to run a business.