Business ProfileforBig Lots

I had possibly the worst customer service experience I've ever had with this company. With no fault at all to their very friendly underpaid, outsourced CS agents. I had accidentally placed an order online and immediately called CS to cancel. Was told they would cancel the order and call the 3rd company who delivers. The next morning I received a text that my delivery was on it's way so I called back CS and this time was told that I would have to call the 3rd party myself to cancel. Asked if they could transfer my call to them, as I was on the road with two kids and it was difficult to write down a number. They could not transfer my call, I'm sorry, it's 2024 and Big Lots has NO capability to transfer a call or 3 way call? I called 3rd party to cancel, order still arrived and I had to reject it. Received a text that my order was "delivered" and no further communication that my order had been cancelled or returned. Called back CS to confirm my order had been returned that I would no incur any fees and that my refund is being processed. They again told me that I needed to call the store it was purchased from. Store I purchased from? This was an online order. They could not confirm with me what store it was shipped from and again would not/could not transfer my call. Could not confirm anything about my return or refund. My order didn't even specify which store it was shipped from. Thankfully a sales *** at my local store told me to search online and see which store had the item in stock. I'm so confused why to even have a customer service department if they are essentially useless to customers. This was super frustrating for me, I did finally get confirmation that my return was received and my refund will be processed. I have very low expectations that will be processed without an issue and I'm praying that I do not have to pick up the phone and dial that useless customer service number. I'll NEVER purchase from here again and will be advising my friends against it.