I was traveling to Bulgaria from terminal 5 at Heathrow. Whilst looking around the Duty Free I decided to purchase some toiletries. I approached the Creme De La Mere stand and the girl who was supposed to be there was "on a break" according to the lady at the next stand. I returned 15 mins later knowing my plane was taking off only 30 minutes later. The assistant was pleasant and suggested 3 products - which I did purchase! These were taken by the assistant to a till for me. While I was at the till, I chatted to the same assistnant and another assistant did the transaction on the till. As I was getting late for the plane I just entered my pin without double-checking anything, I ran like mad to the plane. When I arrived at my destination, I unpacked and then looked at the receipt for the products. SHOCK! I had been charged twice for the eye cream. I immediatley telephoned customer sevice - they were closed so I left a message. The next day I received a phone call from customer service and they said it wasn't a problem, they would sort it when I returned to England. BUT when I sent my receipt I received a letter from Frances Jenkins - more or less stating that I was stupid and tough! there was no hope. She stated in her letter that '' would be very difficult to rectify this at a later stage'', but i called customer service same day. I called customer service back, but basicaly they told me that i have no hope.