I ordered a one off box in February (12th) to trial and confirmed by email it would definitely be a one time purchase and no further payments would be taken so thought nothing more of it and quite enjoyed the box and had thought I may take up the subscription once I had sorted out my expenses. Imagine my horror on 1st March when I woke up to an email thanking me for my payment! Yep they had taken £17.99 out of my account for another box. I immediately messaged them informing them of the issue and letting them know I needed the money returning that same day as I was due a few direct debits going out on 3rd & 4th and there were insufficient funds to cover them due to their error. I did get an email back saying I had been refunded - reason being cancellation!! How can I cancel something I wasn’t even subscribed to. It also said it could take up to 10 working days to be repaid into my account meaning I will now possibly end up with refused payments on the direct debits if the refund doesn’t go through in time. They offered no apology nor explanation. I emailed them back again expressing my dissatisfaction and attached screenshots of the emails confirming it was a one off purchase and no further monies would be taken. If I had decided to sign up to a subscription they also changed the payment date with no warning, they basically took payment for 2 months within a 3 week spell despite the mail I had agreeing it would be a one off payment. Edited on 03.02.24I can confirm I have received a refund but can only hope that it reaches my account on time but have also received an email from customer services to actually apologise and admitting the error was at their end. Whilst this does not make up for the amount of stress it has caused and will continue to until the money is fully back in my account and I don’t miss my direct debit payments, I feel like at least they have tried and I’ve finally had an apology so feel like my concerns have actually been recognised and therefore wanted to change the review to match. Unfortunately it does for me mean I wouldn’t be able to trust them going forward which is sad as the products were actually enjoyable.
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