Non-existent customer service/lack of refund/Ignoring customer responses
My Partner ordered a cake for my birthday, there was an error with the website processing the order and he was then charged 4 times! He immediately contacted customer services to alert them to the issue (on the 15th of April) and they said the payments would bounce back for the erroneous orders and for him not to worry. They did not and he was charged 4 times and the orders went through. We have not had a response to emails since 18th of April. I have had 1 phone call, after many many attempts to get through to someone to say it will be looked into, but no actual reassurance this will be resolved and refunded as promised. Each time we are told timeframes we will be responded to in and each time these timeframes are not adhered to. I was told I would be called by 1230 yesterday, this did not happen, then when i called was told my email would be answered yesterday, this did not happen. The webchat does not work, telephone number often just rings out. It's absolutely abysmal service and considering a cake is meant to be something as a treat or a celebration, this has left a completely bitter taste in our mouths. Please refund and reply to your customers when errors happen!