I have previously used their app several times, but this will definitely be my last. I was charged twice for an item, and even after providing proof and documentation from my bank confirming the double charge, the customer service insisted they only see one charge, dismissing the other as just an authorization hold. I had to consult five different representatives at my bank, all of whom confirmed that the service mistakenly acknowledged both charges and that they weren't holding any funds on their end. The endless communication with customer service has been exhausting; calling them unhelpful is an understatement. They were quite condescending and showed no willingness to investigate the matter further. At one point, I received the same generic email twice, word for word. To make matters worse, they attempted to double charge me for another order on the day of shipment, but fortunately, I didn't have enough funds at that moment.
When the total amount is authorized and set aside, what happens when it’s time to finalize the charge but there are insufficient funds? Clearly, they wouldn’t ship the order, as they need the funds to do so. Yet, in my case, the order shipped without any issues, and the team confirmed that I was fully charged. This was only possible because the amount was settled the day I placed the order. Their system shows that the so-called 'authorization hold' was actually processed and settled immediately, not held.
Despite this, they still attempted to charge me again on the shipment date. If it had truly been just an authorization hold, the order wouldn't have shipped, and they wouldn’t show a successful settled amount from the original date. The payment was treated as settled from day one, the order was shipped, and they still tried for a second charge as if the first hadn’t occurred.
I find myself repeating these points because this is exactly how it feels when dealing with their customer service. They don’t listen or address any of my concerns or the documentation I provided; they only know how to copy and paste the same responses repeatedly.
Now, I'm waiting for my bank to resolve this issue, as I've lost all hope in resolving it with the service.
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