On placing my order online I entered my £50 gift voucher number and code and the amount due was reduced by £50 before entering my credit card number. I then discarded the gift card by cutting it in half. A couple of weeks ago my credit card bill came and to my surprise I found that the full amount had been taken from my card. I phoned customer services and spoke to one of the assistants, after explaining what had happened he asked me the number of my gift card, I told him it had been thrown away as I saw that it had been taken off. After a few minutes he came back and told me that I did not put the gift card number in! I told him that I had and saw that it had been taken off before entering my credit card. He then said that they don't have any proof of that, I told him I had put the gift card number in at which point he asked me for the gift card number. I told him again that it had been disposed of after completing my transaction. I felt like he was accusing me of lying as he said that anybody could ring and make that claim. I was quite upset at this, he kept on saying that I needed the gift card number before he could do anything. At this point my husband came home heard my conversation on the phone and told me that he had ordered the gift card from Funky Pigeon and we maybe able to contact them to see if they have the number of the gift card. I relayed this to the assistant on the phone and he told me that when I have the information to call back, and so I asked him to put a note on the system regarding our conversation and he assured me that he would. A few days later Funky Pigeon emailed my husband with the gift card number. I rang back and the same assistant I spoke to the first time answered my call, I told him that I had got the gift card number now, he went and checked the number and said that that gift card had definitely not been used. He then said he needed to speak to someone and when he came back I was told that I would have to return the order as they could not refund me the £50. I told him this would be difficult as I had given away one item as a gift and opened some of them and was using the book ends but the vases could be repacked and sent back if they would collect it. I asked him if the same items would be sent back as it seemed silly to ask for everything back as some things were discontinued. He said it did not matter and said that he would just do a new order with a collection (which would mean I would be charged again and then refunded for the first order later). I told him this was unacceptable and there must be an easier way. I had to then point out to him that even though I had the gift card number I did not have the scratch off 4digit numbers. He then said nothing could be done, he then said as a good will gesture he could send me a £10 gift voucher which I did not accept. I was so upset as I feel like he's had me jumping through hoops to no avail. Despite supplying you with the requested information, I am still being told there is nothing that can be done: this really is not an acceptable standard of customer service!