Since the 3rd of September, I have had nothing but stressful and unpleasant experiences with your company. I have placed an order for a newborn baby of our colleague, which needed amendment. I have contacted your support team within 10 minutes asking me to assist with order amendment or cancellation. It took me over 2 hours to get from the complete "no, we don't do it" to finally having my order amended and a confirmation email sent out to me. Several hours late I still could see that the pending amount to go out of my account was still incorrect (£140.00 instead of £70.00). I have contacted your team again and was assured that after 48-72 hours this will rectify itself. On the 5th of September, I have reached out to your support team (via chat. you can see a whole lengthy exchange for the past three weeks in there) advising that no money have been taken out and no notification email was received by me indicating that the present has been dispatched. After lots of back and forth via chat AND phone calls I was advised that the order expired and was cancelled. I was given ZERO notification of that. Fine, I have placed a new order that was dispatched the days after and delivered successfully. Money was talked from my account and I thought we are all done with it. But no. On the 8th of September, I see that there is a transaction of £140.00 waiting to go through to The White Company. I have contacted your support team instantly via phone call and via chat. I was given assurance that no money would be taken off my account and that this pending request will disappear in 48 hours. That money would only be taken off if the item is dispatched. I asked multiple times to ensure that nothing gets dispatched as everything I have ordered has already been delivered. Unfortunately, the items did get dispatched and money left my account. I was advised that I can only receive my refund once items are returned to The White company. Our colleague has a newborn!! It is not on their priority list to fix the incompetence of your employees. I have been very clear with your customer support team about that fact via chat as well as via the phone. After multiple requests of being contacted by one of the managers, I finally got to speak to someone and receive a partial refund. Your company still ow me £10.50 which I have been chasing now for a week. At this point not only do I want to receive an apology from a senior executive. I want my refund back as well as I will be placing a legal complain and demand moral compensation. I will be taking it to social media. The White company is not a small organization. You should never treat customers that way and invest in the training of your team as well as in improving internal processes. As your customer I felt completely unsupported, lots of my time was wasted. It is the 28th of September, the refund still hasn't been done. It is simply disgusting behaviour.