I ordered a couple of dresses from them for quite a large sum of money, which I paid on my card rather than using their account service. Initial customer service for a problem I had with the initial payment being declined was absolutely stellar. However the problems occurred with their payment systems.
Rather than taking out the full amount that they got the authorisation code for, they instead took out each dress and the delivery code separately. This subsequently left the authorisation code outstanding my bank account. Now normally when this happens a company can just reverse the authorisation request, which frees up outstanding authorisation while leaving them with they money they took out separately. However after spending 20 minutes on the phone to a customer services rep who couldn't understand what I was asking and repeatedly tried to tell me that the facts that my bank had just told me were wrong, and that the money had been taken and all was fine, then spending another 10 minutes on the phone to a manager who (after consulting with the cash desk) were absolutely adamant that it wasn't possible for them to reverse/cancel an authorisation code that they hadn't used. I was however told that it's the banks fault that they didn't use the systems correctly, and as such the authorisation would expire in up to 10 days (depending on your bank).
This totaled over 1/2 an hour on a premium rate number.
If it wasn't for the fact that afterwards my bank were absolute stars who cancelled the authorisation code on their end (and warned me that the authorisation code was still pending so Marisota could still take the money until it expires) I wouldn't have had any money for a few days.
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