Emma R.

Falinas - very poor service
Falinas. DO NOT BUY online with falinas…
I bought some products online with falinas as it was a good offer, it was last summer 2020.
BUT I also got caught in there VIP customer account which I didnt realise I signed into, it is in the very small T&C conditions! It must have been in the small print, but after speaking to my bank it is there.
I received my purchase and was happy with it.
2 months later I realised they were taking out between £ 21.00- £23.00 A month depending on the rate of exchange of the euro. Total amount was about £50.
I contacted the company via their online chat. That appears to be the only way. I was informed of this VIP falinas which I appeared to have signed into. I was informed of this supposed contract and the money taken out was put into credits that I can buy products from falinas at a later date.
Apparently i could not have the money back so i had to re order items to the value, which i did not need. Not happy at all but realising i was going to lose out i ordered more items rather than wasting my money. This was weeks ago/ actually months. No order has arrived and now they have cancelled it but i am no longer entitled to the credits as i have cancelled the account as i am scared they will start taking more money!
Customer support emails have gone back and forward for days now, i am sure written by robots as they as just automated and not helpful at all, they just ignore what you have written and keep saying sorry you have credit and that is it. I am going round in circles, they have taken the money, i am not happy but cant use the credit either as they cant ship apparently due to brexit which maybe true but now they have my money and i don't seem to be able to do anything about it. Every email from customer service just keeps saying you have to re order in credit, it is not addressing the issue at all. I really want my money back and am so angry and upset that they can treat people like this and get away with it. I am also emailing trading standards and other sites to get the message out there as they just will not come back to me and help me and i not in a position to just kiss goodbye to £50 right now:-(( i could not be more unhappy with this service and how i have been treated. I know others have complained and had money back if they take down their bad reviews! This has not happened to me unfortunately. This company is making a fortune out of anyone not reading their very small print on their first order, what bad morals and values to stand by as a company!