Ksenija I.

I ordered a leather jacket on Feb 7, and the total amount of my order was immediately booked on my account.
Feb 13: my order is still in "Processing" mode and money is still booked. Yoox group only charges money when the order is shipped. So it gets obvious, that I will not get my jacket in time (6-7 working days according to Outnet).
I ask to cancel my order and it takes 24/7 customer service about 20 hours to answer, that they have a huge amount of orders and they are sorry for the delay. Nothing about order cancellation!
Btw the answer was in Russian! While I was writing from Latvia in English. Yes, I do speak Russian, just like a lot of people in Latvia, but our official language is Latvian and my e-mail was in English.
After one more e-mail I finally got the confirmation, that my order was cancelled.
Feb 15: my order is still marked as "Processing" and the total amount CHARGED from my account.
Guys, are you serious? And does Outnet really still belong to the Yoox Net-a-porter group? Never experienced anything like this during my 10+ years as a loyal customer of this group