I had placed an order for flowers online for same day delivery. Due to technical issues with the website, I got an email notification that the order did not go through. I checked my bank account and found that the payment was debited. When I called the customer support number, they told me that the payments are handled by CC Avenue and I would need to talk to them. I spoke to CC Avenue and they said that if they get the payment from the bank, they will send it to the merchant and I would need to follow up with the merchant (MumbaiOnlineFlorists). I called the merchant again with the information CC Avenue provided. I asked what it would take to get the flowers delivered. They told me to place a new order. When I asked about the other order that failed, they said that it would not be processed since the order did not go through. I placed a new order and they delivered the flowers. My account was debited a second time. I sent them an email and also filed an online complaint indicating that the second order should not be processed. Also called CS again and the agent acknowledged that instructions were noted in the system not to process the other order. The next day, I get a system notification that the order that failed earlier was processed and the flowers delivered. The company refuses to refund the money even though it is their mistake. This is cheating customers and I'm hoping I can get action taken against them.
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