On 8th January I ordered some individual freeze dried fruit packets from The Rotten Fruit Box. The payment went through via PayPal however the only confirmation email I received stated I needed to complete payment for my order to be placed - but I had already paid and the money had left my account?

Two emails to the company that day (8th January) and two days later (10th January) and I received no response. I left a comment on their Facebook page a day later asking them to respond to my email to which they stated generically 'they were responding to all emails' however they never responded to mine.

Contacted them via Facebook Messenger on 12th January providing them with the contents of the email to investigate why my payment had been accepted but no order had been processed. Was advised a day later (13th January) one of my two emails had been located in their 'spam' folder and now they had the order details and payment confirmation they would get back to me asap.

Had to follow up a day later (14th January) to see what was being done to which I was told I had never placed an order, only created an account. Was also told that my payment had been flagged as fraudulent by their system and it should have been automatically returned to me. I confirmed it had NOT been returned as per my previous correspondence requesting a refund, 3 times to date, which had all been ignored.

Last email correspondence from them on 16th January stated apologies for the inconvenience and if there was anything else they could do please contact them. To which I responded 'yes, you can assist - I still require a full refund!' This email has been ignored and it has now been two days and no further correspondence has been received.

23rd January (15 days after placing an order) the company has finally decided to manually process my order and give me a free pouch of fruit for the inconvenience. However, when I open the link in the email to see my order and view tracking it says order cancelled on 22nd January - the day before the confirmation email was sent to me? I have contacted the company via email to see why this is - as usual, no response still 5 days later. I have also now been disabled from commenting or posting on the company's Facebook page to contact them in regards to my order.

I also note that all the reviews on this site that are unfavourable and especially the ones that highlight bad customer service and no refund given when a product has not been provided have generic responses from the company that are all the same. I love how they say contact them if unsatisfied when they won't respond anyway! It's hilarious!