Ordering from Thomann

[Brian]

A little heads up for anyone ordering from Thomann...

 

A couple of weeks ago I was placing an order with Thomann for around 500 euros worth of goods. At the end of entering my credit card details as I clicked the 'Pay' button I received an error message saying that the payment had failed and to contact Barclaycard quoting ref XYZ123.

 

I rang Barclaycard customer services who said that the transaction had triggered their fraud protection system but that they'd remove the lock and I should retry the order in about 15 minutes which I did and this time it worked OK. Later that evening I received two email from Thomann stating that my orders had shipped. Each had a different reference number and on checking my order history it showed that the order had been duplicated. They'd also taken nearly 1,000 euros from my card.

 

What I hadn't appreciated was that the Thomann ordering system is not automatic. You submit an online order and your shopping basket is then manually processed along with your payment. They had simply taken both my baskets; ignored the fact that one had a failed payment attached and used the good payment details from the second basket for both orders.

 

Luckily they were able to recall the duplicate parcel from the DHL depot before it had left the country and have credited my card account.

 

So, if you get to checkout at Thomann and have your payment refused I'd advise contacting them directly and not just replacing the order online.

[Dave SA]

Thanks for the heads up.

[jamed2017]

I'ld also recomend doing this if a similar thing happens on other websites. It happend to me on some camera stuff. Same problem.

[Stuart91]

They'd also taken nearly 1,000 euros from my card.

 

Luckily they were able to recall the duplicate parcel from the DHL depot before it had left the country and have credited my card account.

 

One thing to check - if they have taken 500 euros off the card, and then refunded 500 euros back onto the card, you may well have been stung for the conversion costs from sterling twice - once in each direction. Even a small percentage of 500 euros is quite a decent sum.

[Dale]

I've had a similar expereience. I think it's when I use my mastercard a box comes up asking me to put in several digits of a password after confirming the order...I can never mind the password so I just click cancel which should cancel the order but thomann accepts the order anyway.