Jemima
Dishonest advertising and costs
Summary: they charged me ~£60 for an item, which should’ve cost just £27, that they had agreed to cancel, but then shipped it and charged me anyway. I refused to accept the item as was told they would then refund me once they had it back. However they didn’t refund me, and have declined my dispute through my bank. Details (numbers are rounded up): I thought I was purchasing a dinner party game advertised in a UK newsletter at £27. Apple Pay didn’t work. I used shop pay instead. When the receipt came through, I saw it was £60! I immediately emailed the customer support, assuming I’d accidentally ordered two whilst trying to sort out the payments, and asked them to cancel the spare. Customer support replied saying that they could only see one order on my bill. At this point, I realised that the shipping cost of the card game was more the product was! I asked them to cancel the order, as they have previously stated they were able to do. I had no clue on the game’s landing page that shipping would cost so much. There was no indication that this was a US based store. There were no numbers next to the words ‘shipping’. I should not have been able to checkout without seeing the full amount payable. They responded to say that they were no longer able to cancel the order, as they had already shipped it. This was despite me having already queried the cost. They said they could give me a FULL REFUND if the order was returned to them. It was not clear whether I’d have to pay for the return - which would still have been a £30 loss - so I refused the product at the door. I raised a dispute through my bank. This company have since rejected my dispute, stating that the product was delivered. Well it wasn’t delivered, and shouldn’t have been shipped in the first place, and certainly shouldn’t have been advertised in a UK newsletter if you’re going to charge £30 to ship it to the UK, and should’ve had clear shipping charges before check out was able to complete. Either way, this company has £60 I cannot afford for them to have. I am a part time worker with disabilities. I do not have the luxury of losing £30 on shipping or £60 into thin air. I’m so disappointed.