Complaint Review: carrolls irish gifts

This is probably the most ridiculous experience shopping online so far..

Had 2 orders from this company before. Same name, same cardholder, same card, same shipping address. Absolutely nothing went wrong with those orders or with payments. In fact, after this last order company sent a letter offering wholesale pricing on future orders (meaning nothing so far was wholesale). Everything should be fine one would think!

Now on December 19th we realize that we should have received the last order by now. Order placed December 5th with DHL Express. Meant to be Christmas gifts for children...

Called the company & was told that our card was declined & to call the bank. Called bank, card was NOT declined & company did in fact receive payment as normal.

Called back. This time was told that our order did not pass their 'internal security check' that all online retailers use. Manager said that he 'has confidence in the security system and he'll stick to his decision 'to not do anything about it'

In other words, no plans to ship the order. In fact, according to him, he can not issue a refund in this case because of 'security' (which he could not give details on).

Naturally I asked him if it concerned him at all that previous orders went without any type of problem (& in fact, they offered us wholesale on any further ones) and this order is with all identical details as previous. Manager said that it doesn't cause him any concern because their security flagging system is 'very reliable'. Well it obviously ISN'T so reliable....because they either sent 2 fraudulent orders previously that their 'reliable' system missed, or they're giving us problems with a legitimate order now. One way or the other!

So the bottom line here is that this company:

1. Has kept our money in their bank account for 2 weeks.

2. Failed to inform us of any problems

3. Refuses to ship or refund because of 'internal security'

This is just absurd. Manager treated us as if we were some sort of fraud & was quite nasty about the whole thing.

Now we have to go through credit card disputes and will have to wait weeks to get our money back.