MOLTON BROWN duplicate payments taken

Mrstibbo

RefluentBeans said:

Mrstibbo said:

born_again 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. 

They are quick to take it. The original payment was out on the day of purchase obviously and the next two days 
I have waited 11 days now ( working days) 
Just not on in my book! 

agr0213

Same thing happened to me. Molton Brown are using the term 'duplicate' payment when it is in fact triplicate. They promised a refund in 5-7 working days. This is day 7 and there is still no sign of it. 

Mrstibbo

Same here still no refund. I feel they are just fobbing us off. 
I am seeking to take this further now as they have just taken the p*** for far too long. 
It's theft as far as I can see.

Largs

I am quite surprised at the poor service you have had here.  I remember contacting them about a faulty pump on a handwash and they sent a new one with quite a few small bottles of shower gel.  I was pleased with the service.  In your case I would have thought the original order should be free and they refunded all the payments.  That is what I would be telling them I want.  I hope you get it fixed, there seems to be another post about the health food shop doing this, maybe they use the same company to process the card payments.

Mrstibbo

They sent me an email a week after saying this had happened to a small amount of orders, I cannot understand why it is taking so long to correct the problem.

agr0213

If the payment, isn't in by the end of today. I'm complaining again. We shouldn't have to wait this long.

born_again

Some one will have to be looking through all orders & matching off the extra payments. Before they can refund.

agr0213

New correspondence from Molton Brown:

Thank you for your continued patience regarding the duplicate payment issue that affected your recent online order.

 

We have investigated with urgency, why your refund still hasn't reached your bank account.  

 

Our Payment Service Provider has confirmed that all refunds were successfully processed across both 6th and 7th November, as we had previously informed you. However, these refunds were placed in fraud review by our Merchant Bank (who acts as the middleperson in payment card transactions and approves/rejects refunds before they are sent to the consumer's bank for processing) and had not been released for your bank to be able to process it and Molton Brown wasn't informed of this until today. 

 

Our Merchant Bank has now confirmed these refunds will be released but this will take up to 48 hours to complete. Once actioned, this will then sit with your bank to process. Please contact your bank in the first instance if you want to find out exactly how quickly the refund can be processed from their end. 

This is a regrettable situation and one that has been taken very seriously by the Executive Leadership Team of Molton Brown. We have a large number of stakeholders working on this across our teams to get this resolved for you as quickly as we can. 

Mrstibbo

agr0213 said:

New correspondence from Molton Brown:

Thank you for your continued patience regarding the duplicate payment issue that affected your recent online order.

 

We have investigated with urgency, why your refund still hasn't reached your bank account.  

 

Our Payment Service Provider has confirmed that all refunds were successfully processed across both 6th and 7th November, as we had previously informed you. However, these refunds were placed in fraud review by our Merchant Bank (who acts as the middleperson in payment card transactions and approves/rejects refunds before they are sent to the consumer's bank for processing) and had not been released for your bank to be able to process it and Molton Brown wasn't informed of this until today. 

 

Our Merchant Bank has now confirmed these refunds will be released but this will take up to 48 hours to complete. Once actioned, this will then sit with your bank to process. Please contact your bank in the first instance if you want to find out exactly how quickly the refund can be processed from their end. 

This is a regrettable situation and one that has been taken very seriously by the Executive Leadership Team of Molton Brown. We have a large number of stakeholders working on this across our teams to get this resolved for you as quickly as we can. 

I had just copied this to put on here as well. 
It is an absolute joke.

Mrstibbo

born_again said:

Some one will have to be looking through all orders & matching off the extra payments. Before they can refund.

I do not think you understand they have told me by email and over the telephone that the payment was refunded on the 6/7th November and we still haven't received anything. 🙄