What rights do I have charged more than shown on Guess.com website check out

ggraham8

My daughter recently purchased a bag from the Guess.com website (the website is shown on google when searched "guess" as guess.com/sale but when you click on the website its shown in browser as guess.eu ).
The website had alot of Guess bags shown at sale price and we only agreed she could purchase the bag at the discounted 50% price of £65 (normally £130) plus £5-50p delivery. She carried out the transaction on the said website with my wife present and the amount shown at checkout was £70-50p. Paid by Lloyds Visa debit card. All seemed ok but as the bag had not arrived 7 days later I suggested they checked the account to see if the £70-50 had been deducted, only to find £135-50p had been taken from the account?
We have spoken to Lloyds and told that unless we can prove it should have been £70-50p then there is nothing they can do? This is hard earned cash and a very special treat for my daughter.. and we feel ripped off to say the least, my wife daughter nearly print screened the transaction but as it seemed an official Guess website had no reason to think they would be charged more than the amount shown at checkout ? If Lloyds are correct (and I can see their point they need proof- but then surely I could argue Guess should prove it was more than £70-50p? ), furthermore does it mean if they had deducted £5000 from my daughters account then unless we could prove it, Guess just keep the cash? Surely there must be some protection for consumers who have genuinely been ripped off.. as far as I can see they were authorised to take £70-50p and nothing more, therefore anything more is theft?
Advice very welcome indeed. thank you

Techhead_2

What did guess.eu say about this?

unholyangel

Are the bags now full price? Did you not receive any confirmation of your order via email?

agrinnall

The easy option is to return the bag (or reject if it hasn't arrived yet, it's not clear from your post) under DSR and get your money back.

tomwakefield

Which is the bag?

Flyboy152

This is why you should always use a credit card, not a debit card, when buying this over the internet.

halibut2209

Did you get any email confirmation?

ggraham8

I have now heard back from Guess whoappear to acknowledge my daughter was overcharged (by £65) due to a technical error on their website.. as in Guess reply below

"Unfortunately, there seems to have been a technical error when the order GEU96---- was placed for which we apologise. We assure you that we are making all the necessary verifications with our head office as to why this has happened and as soon as we have an answer, we will get back to regarding the reimbursement of your credit card"

So at least an acknowledgment that it was a problem their end.. And hopefully they will do the honourable thing and refund the £65. I shall state the outcome on here as feel should Guess sort it out then they should be given credit for doing so.
Finally, yes the bag has now arrived and I am told its wonderful, however being overcharged has rather spoilt the treat..

Thanks for your interest and assistance.

tomwakefield

ggraham8 wrote: »

I have now heard back from Guess whoappear to acknowledge my daughter was overcharged (by £65) due to a technical error on their website.. as in Guess reply below

"Unfortunately, there seems to have been a technical error when the order GEU96---- was placed for which we apologise. We assure you that we are making all the necessary verifications with our head office as to why this has happened and as soon as we have an answer, we will get back to regarding the reimbursement of your credit card"

So at least an acknowledgment that it was a problem their end.. And hopefully they will do the honourable thing and refund the £65. I shall state the outcome on here as feel should Guess sort it out then they should be given credit for doing so.
Finally, yes the bag has now arrived and I am told its wonderful, however being overcharged has rather spoilt the treat..

Thanks for your interest and assistance.

Now they have acknowledged that you have been overcharged, you shouldn't have any problems with getting it back. If they don't refund it, you can show the bank that email and that should help prove your case.

Flyboy152

ggraham8 wrote: »

I have now heard back from Guess whoappear to acknowledge my daughter was overcharged (by £65) due to a technical error on their website.. as in Guess reply below

"Unfortunately, there seems to have been a technical error when the order GEU96---- was placed for which we apologise. We assure you that we are making all the necessary verifications with our head office as to why this has happened and as soon as we have an answer, we will get back to regarding the reimbursement of your credit card"

So at least an acknowledgment that it was a problem their end.. And hopefully they will do the honourable thing and refund the £65. I shall state the outcome on here as feel should Guess sort it out then they should be given credit for doing so.
Finally, yes the bag has now arrived and I am told its wonderful, however being overcharged has rather spoilt the treat..

Thanks for your interest and assistance.

I wouldn't accept that. They have already acknowledged that hey made an error, they should refund your card immediatley. You need to go back Visa and forward a copy of that e-mail to them.

wealdroam

ggraham8 wrote: »

I have now heard back from Guess whoappear to acknowledge my daughter was overcharged (by £65) due to a technical error on their website.. as in Guess reply below

"Unfortunately, there seems to have been a technical error when the order GEU96---- was placed for which we apologise. We assure you that we are making all the necessary verifications with our head office as to why this has happened and as soon as we have an answer, we will get back to regarding the reimbursement of your credit card"

So at least an acknowledgment that it was a problem their end.. And hopefully they will do the honourable thing and refund the £65. I shall state the outcome on here as feel should Guess sort it out then they should be given credit for doing so.
Finally, yes the bag has now arrived and I am told its wonderful, however being overcharged has rather spoilt the treat..

Thanks for your interest and assistance.

Now that they recognise that they have made a mistake, I would be replying to them along the lines that you have no interest on how the problem occurred, just that it has occurred.
Why should you be expected to wait for the return of you money while they investigate their own shortcomings?