I've been sending this e-mail to topshop.com for almost two weeks now explaining my situation. I am still waiting for an answer.
"Hi, I've tried to reach you several times, but it's completely impossible, nobody ever answers my e-mails and your "costumer service" phones don't exist.
Topshop is actually my favorite brand, I always recommend it to everybody who doesn't know it, because of its quality and style, I also like the welcoming environment of your stores. I've spent thousands and thousands of euros in your clothes, pratically all the clothes I own are from Topshop.
This is the first time I've tried to buy something online, since I live in Spain and some of the things you have online are not available here. I trusted your brand one more time and felt secure as you claim to have a "you are safe with us" payment system.
So I did the checkout, with the total of 103,50 pounds. Didn't work the first time, so I tried again, and it failed again... I've tried it four different times... it would always fail.
Next day I check my bank account and almost 500 euros are missing, I call my bank and they tell me I spent it at topshop.com. I want to insist that I never got a confirmation e-mail, a track number, NOTHING. I instantly send a mail to your team, no answer. Next day, one more mail, no answer AGAIN, try to call you and it's like you don't want to be contacted, nothing works. I'm so upset and disappointed, I would never imagine that this could happen with such a big and known company. Is this a joke? Is this something you usually do? No costumer care and service? I understand this can be an electronic problem, but you are responsible for it. There are no excuses, it's been almost three days. Is anybody there?!?
I would like to have someone responsible to answer this mail and give my money back as soon as possible, I also don't want any misundertandings: I only intended to purchase it ONE time, I don't want 5 purple pairs of shoes.
Thank you for your time and patience,
- My name"