Wednesday 17 August 2016

Let Down By Urban Decay UK



I have always wanted to add an Urban Decay product to my make up collection. Their eyeshadow palettes are gorgeous and when I saw the new Moondust palette I knew I had found the right one for me. So I went online to order.


At £35, I thought that is not a bad price for 8 eyeshadows, considering the price of one is close to £20. Excited, I added the item to my basket and proceeded to the checkout.  After entering all the details and double checking all was correct, I hit order. This is when it all went wrong.

Seconds later a message popped up in red writing "order denied. Please try transaction again". I didn't attempt it a second time as I found it very weird.  It stated payment can be paid by credit card or paypal. Before ordering I checked their payment policy and it states debit cards are accepted. It was a Visa bank card I was using. Our bank and address are, obviously, UK based and there was enough funds available. So as far I was concerned nothing was wrong that way.

I said to the hubby to check the bank and they had in fact taken the £35!! So I was straight on the phone to their customer service department only to be told that the order had in fact been declined, they didn't know why at that point and that the £35 was a pre-authorisation amount. He called again to day and were told that it was declined due to our bank and the associated address not being in the UK. Last time I checked Scotland was very much in the UK and that the Bank of Scotland was a UK based bank!!  

The outcome? No Moondust palette, waiting for the money to go back into the account and one very angry and annoyed Angela!!  

If you are looking to order with them, check to see if Debenhams or House of Fraser have the item in stock, at least you know your card will be accepted there with no issues!!

22 comments:

  1. You have to be really careful ordering online I have had money taken for stuff and never had it. We had a terrible time a couple of Christmases back when my card was cloned!

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    1. I went to their official website and the site was secure. For some reason the company can't understand why there was an issue. Having done some research today it seems this has happened a lot. I am sorry to hear your card was cloned :( x

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  2. Oh dear, that's not great. Hope you get a decent outcome soon...

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  3. How annoying - takes the fun out of online shopping. Hope it's resolved soon x

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    1. Very annoying. Turns out it has happened to a few people in the UK which is weird. Thank you x

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  4. Oh dear, what a let down. I hat it when something you are looking forward to, turns out to be a real disappointment. I hope you get the money back real soon. Mich x

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    1. Thank you. I was stunned. You would think you could trust a massive company like that to ensure orders run smoothly. When we get the money back I am going elsewhere x

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  5. Grrr - how disappointing. This does sound like a great deal but what a nuisance to have all these complications. It does put you off ordering online. x

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    1. I emailed an official complaint and I had a reply within 10 minutes. Let's just say they did not actually answer any questions and they came across as not even caring x

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  6. Oh wow thats pretty bad! Have you got your money back yet? Hope it all gets sorted soon!

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    1. It is honestly such a mess. The money isn't in yet but should be soon, hopefully tomorrow all going well. Thank you, will update when anything happens x

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  7. That's really not on at all.
    I'd not have checked my bank for at least a week if it were me so wouldn't have known the money had been taken .

    Not on at all

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    1. Thankfully the money went back into the account today! Such a relief. This has happened to a few people. I do wonder why they have issues with UK bank cards when it claims they accept them? xx

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  8. Oh gosh, that's rubbish. I hope you get it sorted.

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    1. Thanks. The money went back into the account. Just upset I couldn't get the palette I was after. x

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  9. What a total pain - I hope you got your money back OK, tho that is hardly the point - I also hope you managed to treat yourself to some fab new make-up elsewhere too!

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    1. Hi. We got the money back after 4 days thankfully. I have bought a couple of little things but not the one thing I wanted as it has put me off x

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  10. Oh no, what a nightmare. Hope your money is refunded soon

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    1. We got the money back 4 days later. I won't be buying their products!

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  11. What a pain when you are so looking forward to something arriving! I am glad you are sorted now and hope you will treat yourself to something else to make up for it!

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    1. I treated myself to a new top, shoes and some Barry M nail paint hehe. Got more to show for the £35! x

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