I ordered a changing bag from this website on the 1st of march, I received an email conformation of the order and that delivery would be 5-10 working days. Yesterday I phoned their customer services to inquire as to when I would be receiving my bag only to be told that they had applied to my bank for the money but had never received it. I then phoned my bank, who have no record of them applying for the money. So I filled in the form on their website asking that why in the space of 10 working days could they not contact me to let me know the order had not gone through properly. This is what I got back:
Dear Mrs Jones
Thank you for your e-mail.
I understand that you were not notified that we could not process your order.
Regrettably, this type of error does not flag up on our system, therefore, we are not able to let our customers know that the order has failed.
This is something we are currently looking into as we appreciate this is inconvenient to our customers.
I apologise for the inconvenience caused.
How did they know not to send the package out? but still couldn't contact me?
To reply as a company, please log in to your business account.