First assistant I asked where to collect my click and collect order (ground floor) was so lovely and helpful, and said i could collect my order from her when i had finished. I went up to first floor to browse and remembered that there was an item I had forgotten to get off the shelf on ground floor. I went to get said item. Went to pay and asked if I could collect my click and collect order. She rudely told me that you can't collect said orders on ground floor and had to go to girst floor. I'm disabled and on crutches with a thumb and wrist support on. This was unfair! I did make a complaint to the lovely assistant on first floor. She couldn't have been more helpful. I have been coming to Roy's of Wroxham for over 20 years whilst on holiday, but am now a local and never received any horrible experiences before. This lady that gave poor customer service has made me think twice about asking any member of staff for help.