Williams Lea Group: TSO Reviews 3

I placed an order with the expectation of having it delivered to my house, for which I paid a delivery fee.

However, to my surprise, my order was delivered to a shop located 20 mins away from my house, as the courier went to a wrong address. This error has inconvenienced me greatly, as I now need to incur additional costs for transportation in order to retrieve my order from the shop. This is contrary to the convenience and service I expected for home delivery.

I promptly reached out to customer service team to voice my concerns and request a refund that would cover the cost of the delivery fee. The response I received was far from satisfactory. Instead, I was asked, "am I not able to pick it up?". When I insisted for a refund I was told that my order was ready to be picked up from the shop.
The level of customer service is both shocking and disappointing as I did not pay for click and collect. I paid for delivery to my home.

Dear TSO Customer Service,
My Order reference is 7434937
I have ordered this book pack on 2nd February 2022, and Book pack has been delivered on 3rd March 2022. It took 29 days, which is acceptable as you run out of stock. However, as you can see in my order, I have been charged £5.70 (£4.75+ 20%VAT) for DPD Two Day (48Hours) delivery.
Is it your common procedure?