Inbox

Charged twice for one order

My bank shows two payments of the same amount for order 4182. Expected behavior One payment for one order. Actual behavior Two payments were taken.

Sea view room was not given

I paid for a sea view room and we were given a room facing the car park. Expected behavior The sea view room I paid for. Actual behavior A room facing the car park.

Charged after cancelling

I cancelled my order an hour after placing it and the payment was still taken. Expected behavior No charge after cancelling. Actual behavior The full amount was taken.

Gift card balance disappeared after a cancelled order

I paid part of an order with a gift card, cancelled it, and the gift card now shows zero. Expected behavior The gift card balance comes back after the cancellation. Actual behavior The balance is gone.

Store refused to exchange an online order

I bought online and the store would not exchange the size; they said online orders go back by post. Expected behavior An exchange in the store. Actual behavior I was sent away to post it back.

Refund for the cancelled tour has not arrived

The Red Tour was cancelled two weeks ago and the money is still not back on my card. Expected behavior The refund on my card within a week. Actual behavior Two weeks later there is still no refund.

Order is still preparing after four days

My order from Monday still says 'preparing' and nobody has answered my email. Expected behavior The order ships within 2 days as the site says. Actual behavior Four days later it has not shipped.

Wrong size arrived in the order

I ordered the linen shirt in M and the one in the box is an L. Expected behavior The shirt in the size I ordered. Actual behavior A size L arrived.

Item shows in stock but the store says sold out

The website said the store on Park Street had the bag in stock, so I went there and they had none. Expected behavior Stock on the website matches the store. Actual behavior The store had sold out hours earlier.

Dress color differs from the photos

The green dress looks olive in the photos and arrived almost grey. Expected behavior The color in the photos. Actual behavior An almost grey dress.

Booking confirmation never arrived

I booked two nights from 14 September and paid, but no confirmation email came. Expected behavior A confirmation email right after paying. Actual behavior No email, so I do not know if the room is booked.

Hotel pickup was an hour late

The shuttle was due at 04:30 and came at 05:30, so we missed the sunrise. Expected behavior Pickup at 04:30. Actual behavior The shuttle came at 05:30.

Refund has not arrived after two weeks

I returned a coat on the 2nd and got the email that you received it, but the money is still not on my card. Expected behavior The refund reaches my card within 5 working days. Actual behavior Two weeks later there is still no refund.

Loyalty points disappeared

My 1,200 points were gone after the app update. Expected behavior My points still on my account. Actual behavior The balance shows zero.

Balloon flight cancelled without a new date

Our flight was cancelled for wind and nobody offered us another day. Expected behavior A new date or a refund. Actual behavior Only a cancellation message.

Tracking number does not work

The tracking number in the shipping email says 'not found' on the courier's site. Expected behavior The tracking number shows where my order is. Actual behavior The courier's site says it does not exist.

Fitting appointment was not on record

I booked a private fitting for Saturday 11:00 and the store had no record of it. Expected behavior The fitting room ready at 11:00. Actual behavior No booking, and a long wait.

Gift wrap was not done

I paid for gift wrapping and the blouse arrived in a plain bag. Expected behavior Gift wrapping, as paid. Actual behavior A plain bag.

No reply from support email

I wrote to your support address four days ago about a missing order and nobody answered. Expected behavior An answer within a day. Actual behavior No answer after four days.

Discount code is rejected at checkout

I added WELCOME10 at checkout and it says the code is not valid, but it came in your newsletter yesterday. Expected behavior The code takes 10% off my order. Actual behavior The checkout shows 'Code not valid' and the full price.