H
Google
I recently attempted to place an online order worth around £30 with Forest Essentials, but it turned into an ongoing and frustrating ordeal due to serious issues with their payment system.
Initially, my order would not go through due to a system error on the retailer’s side. I tried two separate cards (twice each) to rule out any card issue, but none of the payments went through. After contacting their customer service, I placed the order the following day using a credit card, which was successful.
However, a few days later, I discovered that two payments had been taken from one of the cards I had tried initially. When I contacted the retailer, they claimed they had not received the funds and advised me to contact my bank. My bank refunded the amount.
Almost a week later, things got even worse. A direct debit was set up—without my authorisation—and two more payments were taken from the other card I had initially tried to use. This amounted to another £60 taken from my account without consent. I had to raise the matter with Lloyds, who are now assisting me via the Direct Debit Guarantee. Once again, the retailer denied having received the money and offered no practical help.
While the first instance was handled with some assistance, the second was met with little to no support. Their online payment system is clearly unreliable and potentially unsafe. I strongly urge customers not to repeatedly attempt payments if the website displays a system error. If possible, visit a physical store instead.
This experience has been time-consuming, stressful, and unacceptable. I will not be placing another online order with Forest Essentials.
