Oner Active cancelled my order twice, now my £300 gift cards are unavailable — what can I do?
I’ve shopped with Oner Active for years and have probably spent close to £10k with them (maybe a bit crazy 😂) I also have two day early access.
It was recently my birthday, so my partner bought me two gift cards totalling £300. Yesterday, I placed an order for the Built for Strength collection, which came to £285.95. The payment initially processed fine, but this morning I received an email saying: “Order cancelled due to payment issues. Please contact customer service.”
For context, I’ve only ever returned two items in all the years i’ve shopped with them, and those were over a year ago. I’ve never had any other refunds, returns or issues with any items or orders. I’ve also never changed address and have never had any issues with payments from my card or previous gift cards including from my partner (same bank etc)
I contacted customer service and was told it was a routine security check, but unfortunately the order had been cancelled before it could be confirmed by their security team. They also contacted me to say everything was completely fine and told me to place the order again.
So I did and the exact same thing happened.
I asked whether it was likely to happen a third time, especially as I’m missing out on drops while this is being sorted, but they couldn’t “guarantee” that it wouldn’t.
In the meantime, my partner contacted the bank to check everything on the payment side, including the billing address etc and they confirmed that the payment had been fully processed and there were no issues from their end and the transaction had cleared the next day (gift cards purchased over 3 weeks ago) I’ve now gone to place the order for a third time in general launch, only to find that my £300 worth of gift cards are now showing “Gift card not available”
On the latest contact with Oner Active, I’ve been told they unfortunately cannot restore my gift cards and that I should try checking out using a payment card instead.
At this point I’m honestly really frustrated. I’ve been a loyal customer for years, have spent thousands with them, and have done absolutely nothing unusual with my account. I’ve never had issues with any previous orders or items, and the only two items I’ve ever returned were over a year ago.
Now I’ve had two orders cancelled, missed out on drops, and apparently have £300 in gift cards that I can’t use.
Has anyone experienced anything similar with Oner Active? Is there anything specific I should be asking customer service to do, or should I be escalating this further?