Struggling to cancel The Fragrance Shop My TFS membership

iambic

I signed up to the My TFS scheme a couple of years ago with the Fragrance Shop as I wanted to buy a few different expensive perfumes & the 3 x 20% discount vouchers you get through the scheme for £15 seemed worth it. 

I got a renewal notification a month ago for next year's membership however & I decided to cancel it this time around. Their website tells you the only way to cancel is by emailing their customer services, which I duly did. They replied & confirmed it would not be auto-renewed.

Then I got 2 more reminders a couple of weeks apart still telling me my membership would be renewed on 19th December. I forwarded both of these to customer services & got the same generic response that yes, my membership would be cancelled & it would not be auto-renewed.

Then yesterday arrived & they went ahead & renewed my membership anyway...Cue another email from me with another generic response, this time stating they will refund me. The charge was to my credit card so there was no direct debit I could cancel to prevent the charge.

This morning my account is still showing as Active, with the next renewal date set to 19 Dec 2024 so I spent 40 minutes getting through to someone at their customer services who assured me she would refund me & cancel my membership. The email I was promised to confirm it had been done has not yet arrived & to be honest I'm not holding my breath.

I'm at a loss about what to do from here - how can it be this difficult to cancel a membership?!

Any suggestions would be much appreciated.

born_again

iambic said:

I signed up to the My TFS scheme a couple of years ago with the Fragrance Shop as I wanted to buy a few different expensive perfumes & the 3 x 20% discount vouchers you get through the scheme for £15 seemed worth it. 

I got a renewal notification a month ago for next year's membership however & I decided to cancel it this time around. Their website tells you the only way to cancel is by emailing their customer services, which I duly did. They replied & confirmed it would not be auto-renewed.

Then I got 2 more reminders a couple of weeks apart still telling me my membership would be renewed on 19th December. I forwarded both of these to customer services & got the same generic response that yes, my membership would be cancelled & it would not be auto-renewed.

Then yesterday arrived & they went ahead & renewed my membership anyway...Cue another email from me with another generic response, this time stating they will refund me. The charge was to my credit card so there was no direct debit I could cancel to prevent the charge.

This morning my account is still showing as Active, with the next renewal date set to 19 Dec 2024 so I spent 40 minutes getting through to someone at their customer services who assured me she would refund me & cancel my membership. The email I was promised to confirm it had been done has not yet arrived & to be honest I'm not holding my breath.

I'm at a loss about what to do from here - how can it be this difficult to cancel a membership?!

Any suggestions would be much appreciated.

Guess this payment is taken via card.
Ring bank, & get them to chargeback the amount on the basis it was cancelled on the date of the 1st email sent to them. Make sure you keep that & the reply safe, as maybe required if they contest.
Also get bank to put a block on further payments to them via Visa/Mastercard system.

elsien

born_again said:

iambic said:

I signed up to the My TFS scheme a couple of years ago with the Fragrance Shop as I wanted to buy a few different expensive perfumes & the 3 x 20% discount vouchers you get through the scheme for £15 seemed worth it. 

I got a renewal notification a month ago for next year's membership however & I decided to cancel it this time around. Their website tells you the only way to cancel is by emailing their customer services, which I duly did. They replied & confirmed it would not be auto-renewed.

Then I got 2 more reminders a couple of weeks apart still telling me my membership would be renewed on 19th December. I forwarded both of these to customer services & got the same generic response that yes, my membership would be cancelled & it would not be auto-renewed.

Then yesterday arrived & they went ahead & renewed my membership anyway...Cue another email from me with another generic response, this time stating they will refund me. The charge was to my credit card so there was no direct debit I could cancel to prevent the charge.

This morning my account is still showing as Active, with the next renewal date set to 19 Dec 2024 so I spent 40 minutes getting through to someone at their customer services who assured me she would refund me & cancel my membership. The email I was promised to confirm it had been done has not yet arrived & to be honest I'm not holding my breath.

I'm at a loss about what to do from here - how can it be this difficult to cancel a membership?!

Any suggestions would be much appreciated.

Guess this payment is taken via card.
Ring bank, & get them to chargeback the amount on the basis it was cancelled on the date of the 1st email sent to them. Make sure you keep that & the reply safe, as maybe required if they contest.
Also get bank to put a block on further payments to them via Visa/Mastercard system.

Given that, it was only yesterday that they promised a refund, I do think they OP needs to allow a little more time before going for the chargeback. 

HillStreetBlues

elsien said:

born_again said:

iambic said:

I signed up to the My TFS scheme a couple of years ago with the Fragrance Shop as I wanted to buy a few different expensive perfumes & the 3 x 20% discount vouchers you get through the scheme for £15 seemed worth it. 

I got a renewal notification a month ago for next year's membership however & I decided to cancel it this time around. Their website tells you the only way to cancel is by emailing their customer services, which I duly did. They replied & confirmed it would not be auto-renewed.

Then I got 2 more reminders a couple of weeks apart still telling me my membership would be renewed on 19th December. I forwarded both of these to customer services & got the same generic response that yes, my membership would be cancelled & it would not be auto-renewed.

Then yesterday arrived & they went ahead & renewed my membership anyway...Cue another email from me with another generic response, this time stating they will refund me. The charge was to my credit card so there was no direct debit I could cancel to prevent the charge.

This morning my account is still showing as Active, with the next renewal date set to 19 Dec 2024 so I spent 40 minutes getting through to someone at their customer services who assured me she would refund me & cancel my membership. The email I was promised to confirm it had been done has not yet arrived & to be honest I'm not holding my breath.

I'm at a loss about what to do from here - how can it be this difficult to cancel a membership?!

Any suggestions would be much appreciated.

Guess this payment is taken via card.
Ring bank, & get them to chargeback the amount on the basis it was cancelled on the date of the 1st email sent to them. Make sure you keep that & the reply safe, as maybe required if they contest.
Also get bank to put a block on further payments to them via Visa/Mastercard system.

Given that, it was only yesterday that they promised a refund, I do think they OP needs to allow a little more time before going for the chargeback. 

OP did cancel a few weeks that was confirmed  but now has to chase up money that should never had been taken.
I would have done a Chargeback as it costs the company so an incentive to cancel correctly.

elsien

I appreciate that, but I was more thinking of any further confusion it may cause if they get the refund from the company plus one from chargeback if the two processes overlap. 

born_again

elsien said:

I appreciate that, but I was more thinking of any further confusion it may cause if they get the refund from the company plus one from chargeback if the two processes overlap. 

Good point.
Missed the refund bit.