Hello I hope someone is able to help or advise me on a recent issue I've encountered with an online florist. On 13th November I placed an order for 1 bunch of flowers to be delivered to my aunt. Transaction completed and paid for via Paypal and relevant email confirmations received relating to that order. Shortly after placing that first order I went back on to the site to order another bunch of flowers for my sister, I believe I pressed a "place another order" button or a similar worded button on the "order complete" notification page on the website. When I got back to the home page of the florists website I could see that I had something in my basket already and upon further investigation I noted that the previous order for my aunt was still sitting in the basket - this was despite the fact that I had already paid for it and as far as I was concerned that order was complete. For the record I did not add this order to my basket, it was already there when I went back in to place my 2nd order. I didn't know why it was still there but I assumed that the florists system kept it there as it recognised that I was still shopping and the system would amalgamate the orders and payments at final checkout taking payment for both bunches of flowers together. I did not delete the order, as again I made the assumption it was there for a and I did not want to risk my aunt not getting her birthday flowers. I made the assumption that the company would do a final round up of orders once I had finished and take payment for 2 bouquets. Again I followed the online order through for my second order, paid using Paypal and again the email confirmations came through. I was not concerned that the 2nd email confirmation appeared to have charged me for 2 bouquets as I was still under the impression that the company would only take payment for what I had actually ordered. At no point did I think I had ordered 3 bunches. However I find that I have in fact been charged for 3 and no amount of email discussion with the company will make them see that this is their error not mine. The duplication was caused by their website and, what appears to be, their flawed functionality behind the "place another order" button which held the original order in my basket. With that in mind I believe I am due a refund under the terms of The Consumer Contracts Regulations which states that companies are not allowed to charge for items they put in a consumers online shopping basket. In this instance that is exactly what has happened, so in my mind the company is legally obliged to refund me for the duplicate order caused by their flawed system. However they are refusing to discuss it any further and have point blank refused to refund me. I have been into the Paypal resolution centre and this dispute does not fit into either category - I received the items albeit 1 bunch too many , and I did authorise the payments so there appears to be no way to raise a dispute/claim via that route. Has anyone got any advice on what path I should take to recover the cost of the duplicate bouquet? Thanks in advance
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