Sunglass Hut

Fawltyaces

Apologies if this is in the wrong place - first time poster.

I purchased two pairs of glasses from Sunglass Hut online in early November. They arrived as described and on time, so no issues there and the money was taken from my debit card.

I check my bank daily and noticed earlier this week that quite a large sum had been reserved as a pending debit card transaction and was missing from my account. Yesterday the transaction revealed itself - these guys had taken the money twice - £425 in my case, so not a small amount of £, and bizarrely nearly a month after the initial transaction.

I have spoken to them this morning and apparently this has happened to a number of customers - the chap said most people who have bought from them in the last month or so.

They are going to refund the second debit as quickly as is possible and offered me a discount code by way of compensation, which I frankly don't want as I shall never buy from them again. They were apologetic, and I appreciate it was not down to the chap on the phone who was very polite.

A quick search of this board and I can't see Sunglass Hut being mentioned. If you have bought anything from them online please do check they haven't taken the £ twice. Will let you know as and when I actually get the £425 back - not ideal before Christmas.

unholyangel

Contact your bank and tell them there has been an unauthorised charge on your account.

They normally reverse the transaction straight away although they will warn you it may be redebited as the retailer has a chance to defend the chargeback, by showing there was a valid contract which allowed them to debit the money perhaps (which they wont be able to do in this case because it is unauthorised).

DoaM

Bear in mind that if you do the above, and SGH also refund you in parallel, you'll still owe them £425 otherwise you'd have received your 1st order for free.

mkyhnn

Your bank should refund this purchase back to you!

theonlywayisup

mkyhnn wrote: »

Your bank should refund this purchase back to you!

How do you think the bank will know it wasn't authorised?

Fawltyaces

Sunglass Hut are admitting liability but can't tell me how or when HQ are going to action a refund (called them again about an hour ago to ask why I hadn't heard from them since this morning).

Spoken to Santander who were pretty useless tbh and just want to send me some paperwork to fill out to dispute the transaction.

Really poor all round - can see this taking weeks to resolve. In the mean time avoid this company like the plague

Cetshwayo

Fawltyaces wrote: »

Sunglass Hut are admitting liability but can't tell me how or when HQ are going to action a refund (called them again about an hour ago to ask why I hadn't heard from them since this morning).

Jeez give them a chance, I guess you must be quite young.

TuppenceWorth

Thanks OP.
Good reminder to check the statements thoroughly.

Fawltyaces

Cetshwayo wrote: »

Jeez give them a chance, I guess you must be quite young.

I'm not actually, but thanks for your patronising reply, Someone takes several hundred pounds fraudulently out of your account, can't tell you when it is going to be refunded and I should just "give them a chance"?

LadyDee

If it was Friday that you notified the company of the error they have had effectively one working day to return the money. It can legitimately take several working days for the refund to reach you. It's not fraud, it it obviously an error, give them a chance.

Cetshwayo

Fawltyaces wrote: »

I'm not actually, but thanks for your patronising reply, Someone takes several hundred pounds fraudulently out of your account,

You should understand patience then and how these things work.

Fraudulently? That is a bit of a leap.