MOLTON BROWN duplicate payments taken

I made a purchase from molton brown on the 26th October to the amount of £42.00 which I received. Upon checking my bank account over a week ago they have taken the amount out twice more than they should of. I emailed customer services and have had no reply.
They have since emailed which was not a personal response to my email and Said they apologize as a small amount of customers have had duplicate payments taken on  their recent orders due to a technical glitch on their side.

They promised that this would be refunded in 5/7 days to which I am still waiting.
I telephoned them this morning and actually got to speak to someone this time and he told me that he  would be investigating today as to why I have yet to be refunded and would call me back.

All they have offered in the meantime is 30% off my next order which is laughable. So they have my money still and what an insult to say have 30% discount to spend even more with us.

Has anyone else here experienced this with MB? I do not know what to do now except wait for my £84.



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  • Alderbank
    Alderbank Posts: 2,696
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    edited 13 November 2023 at 11:10AM
    Yes that's correct, wait for your refund.

    Your title says 'Duplicate' but do you mean 'Triplicate'? Duplicate would mean a refund of £42
  • McKneff
    McKneff Posts: 38,810
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    Op says 'twice more' at start of post
    make the most of it, we are only here for the weekend.
    and we will never, ever return.
  • born_again
    born_again Posts: 13,652
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    Mrstibbo said:
    I made a purchase from molton brown on the 26th October to the amount of £42.00 which I received. Upon checking my bank account over a week ago they have taken the amount out twice more than they should of. I emailed customer services and have had no reply.
    They have since emailed which was not a personal response to my email and Said they apologize as a small amount of customers have had duplicate payments taken on  their recent orders due to a technical glitch on their side.

    They promised that this would be refunded in 5/7 days to which I am still waiting.
    I telephoned them this morning and actually got to speak to someone this time and he told me that he  would be investigating today as to why I have yet to be refunded and would call me back.

    All they have offered in the meantime is 30% off my next order which is laughable. So they have my money still and what an insult to say have 30% discount to spend even more with us.

    Has anyone else here experienced this with MB? I do not know what to do now except wait for my £84.



    Sadly happens quite often, due to system issues.
    Offering you 30% is very generous. They do not have to offer anything.

    Would you get 30% interest on the amount? 
    Life in the slow lane
  • Brie
    Brie Posts: 9,298
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    Sadly happens quite often, due to system issues.
    Offering you 30% is very generous. They do not have to offer anything.

    Would you get 30% interest on the amount? 
    Would someone want to order again from a company that made an error and didn't correct it as promised?
    "Never retract, never explain, never apologise; get things done and let them howl.”
  • Mrstibbo said:
    I made a purchase from molton brown on the 26th October to the amount of £42.00 which I received. Upon checking my bank account over a week ago they have taken the amount out twice more than they should of. I emailed customer services and have had no reply.
    They have since emailed which was not a personal response to my email and Said they apologize as a small amount of customers have had duplicate payments taken on  their recent orders due to a technical glitch on their side.

    They promised that this would be refunded in 5/7 days to which I am still waiting.
    I telephoned them this morning and actually got to speak to someone this time and he told me that he  would be investigating today as to why I have yet to be refunded and would call me back.

    All they have offered in the meantime is 30% off my next order which is laughable. So they have my money still and what an insult to say have 30% discount to spend even more with us.

    Has anyone else here experienced this with MB? I do not know what to do now except wait for my £84.



    Sadly happens quite often, due to system issues.
    Offering you 30% is very generous. They do not have to offer anything.

    Would you get 30% interest on the amount? 
    You think so? So they have not paid back £84 pounds that they owe me and say here you are 30% off to shop with us again. They are quick enough to take payment for my items and then take 2 more a day after and then a day after that! 
    No thanks. 
  • Alderbank said:
    Yes that's correct, wait for your refund.

    Your title says 'Duplicate' but do you mean 'Triplicate'? Duplicate would mean a refund of £42
    They have taken 2 extra payments of £42 pounds so owe me £84.
  • Brie said:


    Sadly happens quite often, due to system issues.
    Offering you 30% is very generous. They do not have to offer anything.

    Would you get 30% interest on the amount? 
    Would someone want to order again from a company that made an error and didn't correct it as promised?
    Exactly. 30% off I'm not interested. Just want what is owed to me. It is disgraceful for such a huge company.
  • Rodders53
    Rodders53 Posts: 2,086
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    Chargeback via your bank?
  • born_again
    born_again Posts: 13,652
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    Mrstibbo said:
    Mrstibbo said:
    I made a purchase from molton brown on the 26th October to the amount of £42.00 which I received. Upon checking my bank account over a week ago they have taken the amount out twice more than they should of. I emailed customer services and have had no reply.
    They have since emailed which was not a personal response to my email and Said they apologize as a small amount of customers have had duplicate payments taken on  their recent orders due to a technical glitch on their side.

    They promised that this would be refunded in 5/7 days to which I am still waiting.
    I telephoned them this morning and actually got to speak to someone this time and he told me that he  would be investigating today as to why I have yet to be refunded and would call me back.

    All they have offered in the meantime is 30% off my next order which is laughable. So they have my money still and what an insult to say have 30% discount to spend even more with us.

    Has anyone else here experienced this with MB? I do not know what to do now except wait for my £84.



    Sadly happens quite often, due to system issues.
    Offering you 30% is very generous. They do not have to offer anything.

    Would you get 30% interest on the amount? 
    You think so? So they have not paid back £84 pounds that they owe me and say here you are 30% off to shop with us again. They are quick enough to take payment for my items and then take 2 more a day after and then a day after that! 
    No thanks. 
    Look at it like this. They have to go through the accounts & find the extra payments, before refunding. No idea how big the company is, but that is extra work for them.
    You could ring you bank & explain the extra payments. They can refund them till the refunds come through. Then redebit you.👍

    It may not actually be their fault. It could be their processing bank that has run the days tape again... Another quite common issue.
    Life in the slow lane
  • Mrstibbo said:
    Mrstibbo said:
    I made a purchase from molton brown on the 26th October to the amount of £42.00 which I received. Upon checking my bank account over a week ago they have taken the amount out twice more than they should of. I emailed customer services and have had no reply.
    They have since emailed which was not a personal response to my email and Said they apologize as a small amount of customers have had duplicate payments taken on  their recent orders due to a technical glitch on their side.

    They promised that this would be refunded in 5/7 days to which I am still waiting.
    I telephoned them this morning and actually got to speak to someone this time and he told me that he  would be investigating today as to why I have yet to be refunded and would call me back.

    All they have offered in the meantime is 30% off my next order which is laughable. So they have my money still and what an insult to say have 30% discount to spend even more with us.

    Has anyone else here experienced this with MB? I do not know what to do now except wait for my £84.



    Sadly happens quite often, due to system issues.
    Offering you 30% is very generous. They do not have to offer anything.

    Would you get 30% interest on the amount? 
    You think so? So they have not paid back £84 pounds that they owe me and say here you are 30% off to shop with us again. They are quick enough to take payment for my items and then take 2 more a day after and then a day after that! 
    No thanks. 
    It wasn’t an either or sort of option? They are refunding you and they are offering you a 30% discount on your next option. 

    The transfer of funds is often not instantaneous - for example when you say ‘they are quick to take the money’ they don’t take the money there and then. It can take days for the money to make its way to their bank account. So if they’ve issued a refund it can take days for the money to reach your bank account. You should ask them when they instructed for the refund to be made. Often companies will say expect the refund within 7-10 working days as it can depend on banks. In reality it should be quicker for most people. 
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