Duplicate order, subscription, what are my rights?

sheramber

stenat said:

Short version- I needed to update the payment details for my pet food subscription as card became invalid and most recent order failed. I did so, checked my orders over and none were being processed any time soon so I manually updated the next order's delivery date. It turns out their system did the same thing and so my order was duplicated and delivered twice, day after the other. The company takes no responsibility and refuses to refund

Detailed version - I've raw pet food subscription, the card on the account was invalid so my latest order didn't go through. A few days later, on 17/01, I updated the card details, checked my past and upcoming orders, nothing was showing that my latest cancelled order was now being processed and the next upcoming order was showing date several weeks away. I updated the upcoming order date to the closest available and as it was still early morning the order was accepted on that day with next day delivery on 18/01. The following upcoming orders were updated accordingly and automatically. The order was received yesterday, as expected. 

This morning I received a text message from courier saying they'll be delivering order from them again. I checked the account and it appears the same order was placed again on the 18/01 for delivery on 19/01 and the upcoming orders were updated accordingly again. I have nothing to do with this order. I called them and they insist that it was because me and the system placed the order at the same time, and the order placed on the 18th was actually mine, just delayed by the system by 1 day. That may well be true, but that's an inadequately working system. There is no info on their website that tells you what to do or expect in the situation I was in, and at the time of me updating the order there was no other order showing as being automatically updated or processed, no email confirmation or info that the order I manually updated would be delayed by a day etc. It's only one 7-weekly subscription and I feel like the error should have been spotted by them. The food is raw so cannot be returned, I've no space in the freezer so it's going to waste. They're not taking responsibility. 

Consumer Protection from Unfair Trading Regulation says practice is unfair if it fails to meet the standard of "professional diligence", also if it fails to provide accurate information. I don't think the goods count as unsolicited, but the order was certainly not placed twice by me, and I feel the payment they took was unauthorised. I wonder if anyone could guide me/ advise where I stand with this when the company is refusing to refund?

P.S. Reading trustpilot reviews of the company they are notorious for seriously bad customer service, they never refund, they'd rather keep your money for that one order than to keep your subscription going, potentially for years.

Is this a subscription you can stop at any time or is it for a set time?

they never refund, they'd rather keep your money for that one order than to keep your subscription going,

Presumably, if this all your cat eats  you want to continue your subscription.

Does it say anything in the Terms and Conditions about what happens if your card is out of date?

Have you raised this with the company?  What did they reply?