Incredibly unethical organisation.- 1x pillow was ordered 2:18pm on 25 May 2024. Purchase confirmation screen contains a link to double your order with one click, whilst looking like a “confirm your purchase” for your existing item - incredibly unethical practice as the average user would assume they’re confirming their purchase, not doubling it. If I wanted two pillows, I would have added two pillows to my cart?- Subsequent upsell notification came through at 4:10pm 25 May 2024. Had no idea I’d accidentally ordered a second pillow, my assumption was that I’d purchased just one.- Cancellation email to their support team sent 4:21pm 25 May 2024, requesting cancellation of the second pillow- Confirmation of dispatch came through 4:31pm 27 May 2024 (x2) - more than 48 hours after cancellation request- Email from support received at 5:34pm 27 May 2024 advising cancellation received after dispatch, and advising only recourse was to return the pillow at own out-of-pocket cost.Most of this company’s products are targeted towards the elderly, which is the most frustrating part. How many older people are unexpectedly fleeced by this dubious post-sale upsell activity, then left out of pocket due to their inefficient back end processes and lack of ownership over their customer’s experience?
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