Urban Florist Charged my credit card twice and did not deliver the basket Vancouver British Columbia

I am living in Australia and searched for florists in Victoria, BC. I ordered a Warmer Basket on Dec 15th to be sent to my elderly Aunt and Uncle in Victoria for Christmas.

I received email confirmation back that my order would be sent in 5-7 days. Upon checking my credit card charges, I found that I was charged twice, two different amounts and was charged in US dollars when the website said that I would be charged in Canadian dollars. I sent 2 emails back to them, one to customerservice@urbanflorist.com and one to orders@urbanflorist.com. All I received back was auto responder messages about delayed deliveries and lack of product from suppliers over Christmas. I then attempted 3 times to telephone them from my home in Australia.

I tried the order line and also the customer service line only to be put on hold and receive an automated message. I finally hung up after waiting about 10-15 minutes each time. I then telephoned to my credit card company twice. One week I phoned to dispute the additional charge to my credit card. I then telephoned to my aunt and uncle in Victoria and then confirmed that they had never received my basket.

I then telephoned my credit card company again to dispute the 2nd charge to my card. I then had my son in BC phone them. He was able to reach them, but they asked him to fax my credit card statement to them which he has done but my card has not yet been credited. Apparently they telephoned twice to my son but said that they had to deal directly with me. My son told them to contact me by email but they have never done that. Now I have to have my son fax me the credit card dispute letters for me to fax back to the credit card company to proceed with the investigation. I'm not sure if I will ever get my money credited as it is now early February. I guess this is a lesson learned not to deal with websites that you are not familiar with when you use your credit card.

Diana
Taringa, Queensland
Australia