At the beginning of the month I ordered an expensive bulky bit of kit from brack.ch, their whole ordering, registering and account overview experience is, well, crap. Their website seemed to be having issues and the order didn't go through (see where this is going?) no confirmation emails, nothing on my order list, so I gave it a few hours and checking again, still nothing, so contacted their support who confirmed nothing had been ordered.
So ordered again, next day it turned up, all well and good.
Today another one turns up????? I check my credit card and yep, they have charged me again WTF??? A quick call to them (after being hung up by them 3 times, so now I'm in a BAD mood) and they happily say, you ordered 2 (erm no) no problem we'll pick it up and give you a credit note, wait, what?? a credit note??? no you'll reverse the transaction on my card, sorry we can't do that
that leads to the same conversation with several people all saying with their system its not possible now I've owned retail business and I know 100% this is total bollocks.
And just so you know brack.ch seems to be a trading name of a company using about 6 other names if their 'helpdesk' is anything to go by.
on top of that I have to shift a 20kg huge box all the way home so it can be picked up, all because to their 'error'
I have had really great experience with my credit card (CS) and refunds. You fill out a form and in my experience they have refunded with no fuss.
The most recent was a voucher I bought my nephew last summer for an experience. The company went into administration before it could be used and I thought all was lost, but the bank refunded it with no fuss.
good for you, you only find our how good / bad a company is when things go wrong, and so far brack is doing terribly, their mistake 100% yet they won't refund my card on a transaction I DIDN'T make. the returns labels they sent me would have had me having to pay postage (wtf!!!) and I spent almost an hour on the phone to them trying to sort out THEIR mess, the staff's standard response is "that's how our system works" eventually they 'over rode' the system and sent me a proper pre-paid label to send back the parcel they sent me by MISTAKE.
So yes, I stand by my review, steer well clear of Brack.ch, its been picked up now so we'll see what happens next.
they eventually sent me a fully prepaid label to send the thing back, and as they promised sent me a credit note!!!!! just WTF.
Now it gets even better, there is no way to 'spend' your credit note on their online store, sure it show up, but you can't select it and if you order anything it doesn't take the credit into account.
A total con job, this site has got to be the worst I've used in well over a decade, seriously steer well clear of these cowboys
In my experience they do indeed credit the amount against your next order. You're right that it would be nicer to be able to apply it yourself... basically they're asking you to take it on faith that they'll apply it correctly for you, and faith is understandably in short supply right now. But in my experience they really do apply it.
1x canceled an order and got store credit, no problems using it on next order; 1x they shipped me a random extra item - no relation at all to what I'd ordered - and when I asked for a label to send it back they told me to keep it. So actually I'm a stepladder up on the deal
They also have periodically great sales on Pampers of all things so I haven't minded getting store credit for returns up till now. Ask me again in a couple years...
I have learned the hard way that if "something with their website seems to be having issues", I don't wait a couple of hours, but give it at least a couple of days to a week, no matter what shop it is. And if their database is out of whack, the support likely sees no more than you. Not worth the effort to even call.
But then I know, how hard it is to be so patient, when it gets to having a brand new computer.
I did try to order something else, and when it came to pay via any of the methods the full amount came up, I even took it as far as going to external payment providers (paypal, credit card etc) and it was always the full amount that came up, then I gave up
And yeah, definitely try a credit card charge back if possible because a credit note for a new and unused item is 110% unacceptable.
I have never used Brack for anything significant as I was always put off by how Mickey Mouse their website looks and their prices are rarely any better than the main relible stores.. Seems I was right to avoid them.
I'd absolutely not be accepting a credit note for what amounts to theft on their behalf. I'd want to choose where I spent my "refunded" money, and it sure as hell wouldn't be with them.
Good warning for the future - I won't use Brack unless they resolve this to your satisfaction.
I was trying to find out how the law stands - so far I can only find what happens if you want to return an item e.g. shoes don’t fit. That said, what I can gather is the consumer is pretty poorly protected.
In your case the additional item arrived due to an issue on their website - and not due to you intentionally buying it.
I would write a snotty letter to their registered office that you don’t accept the credit note and demand your money back.