Placed an order but company say they have no record of my order

Belleofthebooks

Hello, I was wondering if anyone had ever been in a similar position or can offer any advice.

I made an order on the 13th December from Ksmartsign.co.uk for a number plaque for my new home. I got a confirmation email with an order number and a invoice number, plus another email confirming payment from Handepay the company they use to take payment. My card was charged the payment the following day on the 14th December.

I waited 2 weeks then emailed chasing up my order as i expected it wouldn't take so long, they replied and said there was no record of any order with the order number i provided to them. I forwarded the confirmation email to them, they then said that it was "an old invoice". I said I only ordered it on the 13th December and i've been charged but haven't received any item.

After Christmas I emailed again, this was their response;

"My colleagues have sent several messages asking for more information about your order, as well as myself pointing out this seems to be a very old order. I will take your lack of response as a sign that you are completely aware that this is an old order."

All of the which was wrong, I replied to every email received and provided them with everything they asked for. I then called them directly and explained the situation, they said there's no record of my order, they don't have my money, and i should call my bank. 

I checked my bank online and I have been charged for this item but there's no sign I have been refunded. 

By this point I was extremtly frustrated with the situation. The order was only £8.99 but I was made to feel like I was trying to scam them or something. The man was incredibly rude and sighed heavily and had a right attitude when I suggested giving them the handepay reference number so they could check it out themselves, I told him I should be the one annoyed not him, since it's me who has paid out for something I haven't received. He told me I didn't have any order with them and HE would be expecting an apology from ME when I realised this. I was livid and told him his customer service was shocking. 

Anyways I have the confirmation order email, handepay confirmation, my bank statement reference for the transaction but still it seems like i'm getting nowhere! How can I get my money back from this horrible company?

y3sitsm3

Chargeback, surely?

cx6

I know it is probably a silly question, but are you sure you placed the order with the 'real' website and not  some scam website?

If you are sure, then ask your card for a chargeback.on the basis of non receipt of goods.

robatwork

Sound very annoying - I would write a letter to this person - the sole director

https://find-and-update.company-information.service.gov.uk/company/09721905/officers  

theonlywayisup

robatwork said:

Sound very annoying - I would write a letter to this person - the sole director

https://find-and-update.company-information.service.gov.uk/company/09721905/officers  

Or just chargeback.  Why write?  The OP has already been in touch with them.

visidigi

Assuming its not a confusion with a character e.g. lower case l versus an I for example then I would just call my bank.

They can't refund you for an order they can't see. And writing to someone isn't going to anything but annoy you because they'll tell you to speak to your bank...

Thrugelmir

Request a chargeback. 

Pollycat

Belleofthebooks said:

I waited 2 weeks then emailed chasing up my order as i expected it wouldn't take so long, they replied and said there was no record of any order with the order number i provided to them. I forwarded the confirmation email to them, they then said that it was "an old invoice". I said I only ordered it on the 13th December and i've been charged but haven't received any item.

I agree with the chargback advice but curious how the company can say it's an old invoice when the confirmation email would show 13/12/2021.

PragmaticMoneySaver

If there has been a glitch it may not have been 'committed' to their backend database although you were given an order number etc.  But they shouldn't be so dismissive, they absolutely could look at their payment processor's reports and see the payment and arrange a refund as the payment is only complete once a successful commit has taken place. 

The fact they can't be bothered I would just raise a chargeback, they will then be hit with a £25 charge (or thereabouts) which might make them be a little more helpful in future.

arthurfowler

I had something similar with AO a few years ago, but it was for around £1500. They couldn't see any order being placed but the money was taken out of my account (not just pending). 

It was a systems error in the end with their click and collect location apparently. 

They were very apologetic in the end, but not before CS made me feel like a liar and a scammer to begin with. You can understand from their point of view. 

Sounds like a system error, so if you can get a chargeback from your bank, proceed with that.