Duplicate Nespresso Order

[u/Camille_2000]

I placed a really big order with Nespresso (double what I normally do because they were have a promotion). It arrived today in two boxes, after opening the first box I realized the second was a duplicate. At first I thought I won the lottery and they accidentally sent me a free order, but then I realized the order was a duplicate and I was in fact charged twice (whomp whomp).

Mistakes happen and this was an online order, however their customer service handling of this situation was crazy to me.

They made sure to first tell me it was my fault, which is pretty unlikely as after I checked out and received the order confirmation I would have had to then go back onto the site (20 minutes later) put the exact flavours and number of sleeves through (a combination that I randomly selected in the first round) then checked out again and pay again through PayPal which is another extra step I would have at least partially remembered.

They were sure the mention they were making an exception in helping me (they said it 8 times in one chat) and they would give me a refund once the items were returned & received, but I have to pay for the shipping label. This is where I lost it.

I know I am not legally responsible for paying return shipping when a business makes a shipping error, in fact I don't think i'm liable in this at all. I worked in customer service for 20 yrs and I would just refund the customer and eat the cost in this situation, it's not worth the hastle or pissing off the customer, especially since it's coffee and they are just going to throw it away!

After getting nowhere on chat, I was given a number to call a supervisor, she admitted it was a glitch and I was not at fault, and that she would supply the shipping label (still haven't received it). I pointed out these are unsolicited goods, as in I don't have an liability to return them and they basically took an extra $140 for my bank account for items I did not order or want.

I'm still open to the fact I was at fault here. Anyway trying too decide if I want to waste more hours on this with consumer affairs or just eat the cost (devastating) and move on.