14 October- they charged me twice saying my first mobile payment didn't go through but when I checked the bank the following day, I had two charges. Have reported it.

Update: 7 days later......... still no refund. Losing patience with this now. I was told by "Luke" I'll get it "in a day or two". They confirmed the double charges.

Update: 2 weeks and still no sign of my refund.

Update: 19 days later, it's now 02 November and I emailed them again just before 8am to ask about the refund. 3 persons emailed and no reply from anyone,. Called HQ at 11am was told there was no one in Finance. Called the restaurant next and was told "I didn't get your email". Surprising as they got all my other emails. Was told again, they will call HQ to get this paid back.

03 November. Finally got paid back including my original charges. Thanks, I can now de-stress from this awful experience.

Things could have been better if they just know how to practice good customer service - keep me informed of when things will be dealt with. Unfortunately I'm always the one initiating the query. No one, not once, bothered to call me to apologise or explain where I was in the process. No one kept me informed by email, I had radio silence for 10 days!

At this same time, I was chasing a refund from rail company as well, about a cancelled train journey. I was also asked to fill in a form. The refund took 10 working days but the difference is that I was informed every step of the way so there was no need for me to chase them. Bacco needs to learn such good customer service.