Upselling, cross selling charging card without authorisation

berarde

I bought some organic kitchen cleaning products and took out a subscription for 1/2 price intro. It asked me if I would like a bathroom set which I put into basket, but changed mind and didn't proceed to payment, but I was charged and sent the the unauthorised  goods.

As my card details were retained for subscription should they have been used only for subscription?

Is this a routine practice? Is it legal?

It's another story but I've had a real battle with this company sending me subscriptions twice despite two cancellation requests six weeks before. I've got my money back after 4 months and customer care responded promptly after I wrote personally to a director. They told me that products are for upselling but they are not even right: upselling is the same thing but maybe larger pack, cross selling is a different product and a bathroom kit is not a kitchen cleaning kit. Director hasn't responded either, discourteous.

CliveOfIndia

Which company is it?

But no, they shouldn't charge you if you didn't complete the checkout process.

Is it possible that you put the kitchen products in your basket, then added the bathroom set, and when you checked out you didn't notice that both items were still in the basket?  It's easily done, which is why it always pays to double-check what's actually in the basket before you click the checkout button.

DullGreyGuy

You've had multiple problems before, waiting 4 months for monies back and yet you decide to give them more business again?

Without seeing the process to sign up etc it's unclear if this is user error or an error on the company. Either way it's an online purchase so just use your 14 day right to cancel the order for the items you dont want. 

berarde

Sorry maybe unclear as the first sign up was in October and trouble free and I cancelled my subscription at that time. it was early December when I signed up a second time which is where the 4 months started so I certainly didn't give Purdey and Figg more business.

They kept challenging my credit card refund which dragged it on. I had incontrovertible evidence of return within 14 days and 3  more Cancellation subscription requests as the reply to the first didn't touch on cancellation, just stuff about returning orders.

In the end I wrote personally to one of the directors and customer care acted to cancel everything with a mea culpa; they said it was upselling and that maybe it wasn't clear on the site; this was however cross-selling. Not had a reply from the director so does this suggests that rotten customer care comes from the top.

They said I had  2 subscriptions and that there were issues with dealing with  returns.

I'm not sure what happened with the basket but I got my actual purchase confirmation and then a second email saying my order had been updated, so I don't think it was a case of the second item being in my basket at the first order confirmation.

I wonder if they get repeat orders with what seems incompetence in so may resects? My friend who introduced us to them has canceeled her subscription too