I recently bought something ( think home improvement) for the house. The customer service i received received from beginning to end was very good - we were pleased we had chosen this company. I went shopping last Thursday- I took minimum stiff with me as i didn’t want to carry a handbag so shoved credit card in pocket. Spent two hours in a shop, lots of things bought and got to checkout ........card declined. “ But that cannot be right” I exclaimed like everybody does whose card is declined. But it was and i had to leave all this bloody shopping behind ( a huge load of my Xmas shopping) and walk out with my face a weird shade of magenta. Anyway, get home and credit card statement is there. When I look at it we have been charged twice for our home improvement. I immediately phoned the company and after about three hours of me being put on hold and talking to various people I was told that it’s not them it’s my credit card company. I phone credit card company, and they insist it’s not them. By this point i am getting very pissed off. Anyway, long story short after six hours of trying to sort this out it turns out home improvement company have overcharged us. They had charged us twice. The lady I had been dealing with ( who had previously told me how very wrong I was) admitted it was their fault and she would arrange a refund. I asked for a phone call the next day to ensure everything had gone through. She said she would call and if she didn’t her colleague would. Friday - no phone call. I phoned them to be told that neither of them were in the office. So I asked for a call today. Ten thirty the phone rang- yes, the refund had been processed. I explained that there would be interest charges and a ‘ over limit ‘ payment to recompense too. I also said that considering they had had a double payment of ours for three weeks and i had suffered acute embarrassment because of their mistake plus I had spent a whole day trying to sort it while they denied liability I expected a “ sorry” from a manager and some ‘ gesture of goodwill’. Am I being outrageous to expect a bloody “ sorry” and a bunch of flowers or a voucher of some sort? I know mistakes are made - people are human- but to deny liability and to accuse me of lying ( there’s a lot more that was said but I haven’t gone into every nuance) is a bit much isn’t it? And why didn’t their accounting show an anomaly- they had our money for three weeks, shouldn’t something have not tallied? Anyway, if this was you wha5 would you expect/be asking for? Sorry this is long but I didn’t want to drip feed.