Would you give the money back, be honest?

[Queenlivi]

I recently had a really bad experience with an online shop. It’s a long and complicated story but ordered something, I got an order confirmation and they took payment. It was quite a lot of money around £150.

I never heard anything, no dispatch notification and eventually I contacted customer services and they had no record of the order. They said it would be automatically refunded but it wasn’t. So I had to contact to them again, this time they said that the order had been delivered. Well it hadn’t.

I eventually managed to get a refund about 4 weeks later after contacting the head office, I spent a considerable amount of time chasing it up and spent hours on the phone as when you ring up you’re placed in a queue. Live chat is just an ai bot.

It was very stressful and on one occasion on I was more or less called a liar and that the order had been delivered. It turned out to be a ghost order that had never gone through due to a glitch.

About 3 weeks later again over randomly had an email saying that they are processing my refund and the money has arrived back in my bank account So now I’ve essentially been refunded twice.

Be honest, would you bother letting them know? It’s a large company, I know technically the right thing to do is let them know, but part of me thinks sod th, why should I spend another hour on the phone trying to get through they’ve messed me around enough.

I wouldn't send an email. It acknowledges that you know the money isn't yours. I would make sure I could repay the amount if they came asking, but otherwise would just let them work it out.

I'm normally very much a goody two shoes about companies sending the wrong thing, etc. But I would be enraged by their customer service and feel no obligation to do for them what they completely failed to to do for me.

I don't need to be anything other than I'm honest and would get in touch to send it back.

It wasn’t Dunelm but funnily enough I did have this happen with Dunelm a couple of years ago.

My friend had it happen with Curry's too.

Keep it.

No. You've already wasted enough time dealing with their appallingly shoddy service. Just make out like you didn't notice. They made several mistakes, none are your fault. Now's the time you conveniently stop giving feedback and trying to help them improve their business.

Homebase for me! Awful.

Nope. I would keep it.

Many moons ago I ordered a piece of furniture.
It arrived with a massive groove carved into it.
Company collected and delivered a new one.
Then refunded me for the one I returned.
I said nothing. 🤷🏻‍♀️

I ordered a birthday present for DD from Amazon. It was dispatched and then spent weeks at a delivery depot. I kept getting messages saying it was delayed. I eventually contacted Amazon and they refunded me.
Weeks later the item was delivered. I didn't contact Amazon to repay for the item. I'd already bought something else, so DD kept it as a bonus gift.

I got refunded twice one time. I contacted the company and the bank, both were really patronising to me and told me I was mistaken so I left it.

Enjoy the money I would

I’d email them once about it to cover your back, and then leave the ball in their court to sort it out with no inconvenience to you.

nope, agree it's an idiot tax their end/compensation for the effort you had to go to to get YOUR OWN money back due to their cock up.

Nope not your problem

I’d keep it, they can chase

I hate to sound like a prig but this is the same argument people use to justify shoplifting from a big chain. If you know the double refund has been made and you keep it, it is theft; you may feel entitled to keep it because if the dreadful service you had but it isn’t yours to keep.

No, I wouldn't contact them. I'd call it payment for all the time I had spent chasing them.

just donate it charity

I would probably email to flag up the error. That said, when I had a similar scenario - not a ghost payment an actual one so I was fully in the right - the shop eventually gave me the item and the refund as a goodwill gesture.

Sounds like you've just been paid for your time, which the employees interacting with you were too.

I thought this was hilarious. You’d pray in the hope god would tell you to break the “thou shalt no steal” commandment 😃

In fairness, you did say that you would contact them so you do still have your Christian principles.

Under the circumstances, I would wait for them to make contact, informing you of their mistake. I certainly wouldn't alert them to their mistske, and I wouldn't contact them first!

I was refunded twice by a multinational home and clothing retailer. Both refunds went into my bank account, and I didn't even notice they'd refunded twice 😉 I'd keep shtum @Queenlivi and view it as just a nice wee stroke of luck.

No, I'd not even consider giving the money back. I'd consider it recompense for the stress, time and effort I'd endured in getting the initial refund. I'd be prepared for them claiming it back at a later date though.

Not a chance I’d be contacting them offering to pay it back. It’s just another notch on their post of terrible service management that they’ve paid you twice!

More fool them.

If it were a small independent company yes I would.