Wedding Forum - Unhappy Bride to be!...

Hi everyone, I just wanted to warn you all about a company who's name I can't write on here but will post it on my wall.

They are quite an expensive shoe shop and I decided to buy my wedding shoes from them. I thought that ordering from such a big company would mean that I would have no problems.

I ordered them a couple of weeks ago and unfortunately the shoes arrived a little bit damaged, which was fine, but I decided to send them back for an exchange.

A week later I received an email saying that my REFUND had been granted and I had been refunded £0.00.

I emailed the company to find out what was happening and to explain that I wanted an exchange, not a refund. I just want to point out that I am not the kind of person to complain and I rarely send anything back to the shop, I hate confrontation but this was getting ridiculous. I spoke to a woman who told me that the 'refund' of £0.00 had already been processed so she couldn't do anything about it and if I wanted to buy a new pair of shoes they were now X amount of money. WHAT?!

I sent a very aggressive email back saying that I am getting married in two weeks (little white lie) and need the shoes, and I am not under any circumstances paying for them again. She apologised (I think I scared her a bit) and said she would refund me the full amount. She told me to repurchase the shoes online and that she would refund the full amount from the first order and give me the delivery free on the second order. I thought this was fine and agreed and ordered the second pair of shoes.

I was charged from my account that same day for the full amount and then the £6 delivery was refunded. Fine.

Now, I found this morning that yesterday they charged me AGAIN and I have now been charged twice for the second pair of shoes!! I have no idea why and have sent them another email, but I am extremely unhappy with the service and will not be shopping there again.

I'm sorry if I sound really moany, but this has really got to me and I feel that other people should be warned before shopping with this company.

I definitely wouldn't recommend it to anyone! Will keep this updated on what they say when they finally get back.

Yep I have paid three times and have no shoes to show for it. I've demanded a full refund and am waiting for a reply. If they don't give me my money back, I will involve someone else. So tiring!!

Sounds like you are having a right nightmare with this! I hope you get it all sorted soon

That is terrible!
I bought mine from the same company last week. Luckily no problems. Hope they resolve it for you.

Well I certainly hope you get it sorted out. Threaten the, with trading standards as well. Normally make them think twice

So I received a reply last night saying that the first mistake of giving me a refund instead of an exchange was their fault, and they apologised for it. Then they said that telling me that I would not receive any money back was also a mistake and the woman who told me that would be dealt with. Then they said that the final thing of me being charged twice for the second order is not on their system and they have no way of knowing if it's true or not, so I have to send them a copy of my bank statement! So I'm doing that just now, sending them a copy which clearly states that I was charged twice, three days apart.

They're so unhelpful! We're running really low on money at the moment because I'm a TEFL Teacher in Barcelona and am barely working for the summer. Having paid for something three times over really isn't helping!

Anyway, thanks for all your support ladies and I hope no one else has this kind of trouble!

At this stage, I think I'd be happy to just tell them to keep the shoes and give me all the money back.

Will keep you all updated :)

Wow, really surprised considering the company! I am a big fan and have never had any problems at all!

Hope it gets sorted out soon - annoying when something like this happens as you spend so much of your time trying to chase up other people who should know what they are doing anyway!! x

Had my final e-mail from them today. They are denying all responsibility for taking my money and apparently it's my bank I should be talking to. I still don't have any shoes and I have paid so many times that it's now affected me financially as I don't get paid until the middle of the month. They have said that it no longer concerns them and that I have to take it up with my bank. SO angry I could burst!!!!

I bet your fuming,check with your bank, but they have still messed you around so they are responsible too! So can't totally take themselves out of the picture! Don't let it lie,fight for your rights x

Glad you finally have the shoes just hope you get money sorted soon x

Yay for shoes. Hope the extra payments gets sorted out!

can i ask how much you paid

did you use a debit card ?

if so Contact your bank if the transaction has not been reversed. Explain to your banker that you were charged twice for the same transaction, and that you asked the merchant to reverse it, but had no luck. Your bank will be able to investigate the situation further and likely resolve it for you.

Agree with what lala said about asking the bank to investigate. Unfortunately indemnity claims only work for direct debits (this is what the direct debit guarantee is for).

Hope you've gotten sorted

It's all sorted now ladies, thanks for your support! They gave me all the money I was due. Only one problem though, I don't like the shoes!! haha! All that effort for nothing! It will teach me not to shop online though :)

oh thats good you got your money back, its nice to hear a success story, you can sell the shoes on i suppose, i bet you cant believe you went through all that then you don't like them xx