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Whether you’re a beauty novice or a confirmed fashionista, this topic is for consulting Mumsnetters on all things style-related. Plus, check out our Swears By page for the inside track on the next Mumsnet must-have.


(48 Posts)
bananamilkshake Thu 06-Dec-12 07:31:23

I realise there is another thread on this but have just checked my Bank account and noticed that they have taken the money for my order. I too ordered a MK watch and scarf - had not received anything and sent email yesterday to find out where it was- had email last night at 22.45 saying cancelled etc as out of stock. Sent complaint email this morning about poor service - saw other thread and thought better check bank and noticed money gone! Husband thinks is a scam - has anyone had calls back from supervisor etc - will update if get any more info>

WeightyKaty Thu 06-Dec-12 08:54:38

My colleagues necklace arrived from Red yesterday but I'm waiting for mine which I ordered on Sunday. However I did hear from customer service about something I wanted to change in my order so I am not yet concerned.
Although it is annoying that the 40% discount is still available when people are having so many problems and they said it was for a limited time only.

madammecholet Thu 06-Dec-12 09:44:18

Its not a scam, Red direct is the shopping arm of Red Magazine. I suspect they are overwhelmed by orders due to this 40% offer..should have put more staff on and counted their stock levels by the sounds of these threads! tis a shame as I've ordered from them loads in past without a glitch...

ruby22 Thu 06-Dec-12 11:23:07

I have too. Did not order this time around as can't justify buying any more for myself right now but have bought bag and necklace in past and had no problems. Agree with the above, sounds like a system failure.

bananamilkshake Thu 06-Dec-12 13:51:35

I managed to speak to Red Direct first thing this morning and yes it is down to over demand and not enough stock. I am concerned that they have taken my money - over £150 - on Monday despite their email yesterday saying that I had not been charged. They have assured me a refund will happen today and will send confirmation - nothing as yet - so we'll see. I wonder how many people have been affected by this - the person I spoke to this morning agreed it was bad service & she would not be happy either but no offer of any sort of recompense.

MissBeehivingUnderTheMistletoe Thu 06-Dec-12 13:58:44

It is utterly pathetic - I ordered 5 items and despite being in stock for 4 days after ordering they've told me that they are now out of stock.

MissBeehivingUnderTheMistletoe Thu 06-Dec-12 14:29:43

This is the Editor for Red Direct if you want to make a complaint. She's very nice btw but it's pity that the company's crap grin

hiviolet Thu 06-Dec-12 15:11:46

It's not a scam.

A shambles, yes, but not a scam.

blondassassin Thu 06-Dec-12 16:06:35

My order cancelled and money taken too angry. Nearly 200 pounds for a MK watch and Alex Monroe bee necklace. Have called and had a rant on the phone but may also send an email to Jo Connolly. They really have had a shocker!

bananamilkshake Thu 06-Dec-12 16:42:16

I am also posting on other thread - my concern now is I have had a duplicate "standard" email saying order cancelled etc and no refund yet or email to confirm this is happening. I appreciate others have had good service from them in past etc but surely at some point they must have realised they were getting more orders than expected and queried stock levels. My order was placed on Thursday & money taken Monday so enough time to work out whether they had stock or not and like everyone else I had to chase them to find out what was happening. I will give them to end of day and have to go out shortly too but if I have not heard anything by time I get back I will be emailing editor this evening. I am trying to keep them in good faith but am also getting extremely concerned as we all seem to have the same story. If someone has had a watch order or money refunded please share as this will relieve my mind

Turquoiseblue Thu 06-Dec-12 16:50:49

I m glad I didn't place my oder now I had 3 lovely things in my basket and was dithering over a fourth. Have ordered from them in the past no problems and their customer care was really helpful when a clasp from a bag I bought off them 10 months previous broke. I would use them again but now right now - shame

MissBeehivingUnderTheMistletoe Thu 06-Dec-12 18:35:08

Having spoken to Jo Connolly, she told me that the software was not updating their website frequently enough each day to reflect the demand from orders. I did mention that I ordered an item on Saturday morning and it didn't go out of stock until Wednesday confused, yet my order was still cancelled. You'd think that if you were an online seller that this would be pretty critcal to your business. It is an almighty cock up.

bananamilkshake Thu 06-Dec-12 21:53:36

have just emailed Jo as no email from Cust services or refund yet. I'm hoping that they are just in a total mess and this will be sorted!

DIddled Thu 06-Dec-12 22:05:41

I have not had canx e mail- bit worried as my order was over £300- do you think I am likely to receivesad

Meggles76 Thu 06-Dec-12 22:07:24

No cancel email here but equally no sign of Ash jalouse boots either. Will contact tomorrow.

Djembe Thu 06-Dec-12 23:11:29

No email here either. Will chase tomorrow. Are they fulfilling some orders then and not others? I ordered the Alex Monroe silver horseshoe necklace with diamond sad

jumpinghoops Fri 07-Dec-12 08:17:52

I have just spoken to someone in their customer services dept. to ask when I will receive a refund for the money they've taken for my cancelled order. They seemed to not have a record that the money was taken, but then saw that it had. The lady I spoke to processed my refund over the phone and said money would be back with me in 72 hours. If you're awaiting a refund I suggest you contact them directly to see if it's been processed. I doubt I'd have got my money back for a while if I hadn't asked them to look at it. Here's hoping it goes back into my account!

bananamilkshake Fri 07-Dec-12 08:49:04

I too have just spoken to CS who inform me refund was processed yesterday and will take 3 working days to reach my account - don't really get why it takes so long in this day & age when we can now do most things instantly!

DIddled Fri 07-Dec-12 10:26:27

just spoke I am getting one watch (the one I was least keen on but never mind). They had not processed my refund though for the other two nor have I had any comms about not been able to fulfil the order. 3 day turnaround for the refund.I wonder whether they would have processed the refund without me asking though?

Disgraceful service- I have been a red magazine subscriber for many years but this leaves a very bad taste.

Djembe Fri 07-Dec-12 10:42:42

There's a message on their front page now saying due to overwhelming uptake blah blah that some items have limited availabliiy. It's just ridiculous, plenty of websites are able to update their stock levels instantly. It's appalling that money is being taken. It says CS will contact you if any items in your order are out of stock - not sure if I believe them! Will call once DS napping.

bopfactory Fri 07-Dec-12 11:24:07

Just spoken to customer services about an order I placed last week - it arrived a couple of days ago but with one item missing. They said the item is out of stock, and to be fair I've just checked my bank account and they haven't charged me for it, but it would have been nice to have been informed! There was no paperwork at all in with my parcel to say whether this item would follow, or was out of stock...

They must have known that by offering 40% off they were going to have a lot of orders - shame they didn't have the foresight to prepare for it!

Meggles76 Fri 07-Dec-12 13:05:09

Just called them. My order for Ash Jalouse boots placed on 01/12 was not shipped until 04/12. They advised I should expect up to 7 days for delivery. Pleased they have been shipped. Less pleased I didn't get an email saying so and the wait time for them.

msmorgan Fri 07-Dec-12 13:34:32

I am fuming. Having rang them days ago to be informed my order was cancelled and that no payment would be taken, I have found they have taken payment and I now have to wait 3 - 5 days to be refunded. Absolutely ridiculous and appaling customer service.

jerseypearl Fri 07-Dec-12 13:41:30

I ordered some ash boots in size 7 I was sent a size 3! Totally crap

junowiththegladrags Fri 07-Dec-12 14:11:08

Really poor service. I've had no email to say items weren't coming, rang to be told "no not getting half of your order, but we sent two items"
Only one has actually been delivered and who knows when I'll be refunded for that. All work in the warehouse stops at three apparently.
Not a chance I'd use them.

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