She didn't order it ten times. She ordered it once, and had trouble submitting the order. Thinking it didn't go through, she kept hitting the submit, ordering it again by mistake. These things can happen. And, yes, its still a case where you can chargeback if you find you have been charged 10 times for it. But it appears here that CL was not going to charge her ten times. They were actually working out the problem, but it also seems they are understaffed in their customer service, which can certainly cause a lot of frustration for someone working there (I've been there, understand how it is). This woman just had to go higher up the chain at her CC company - sounds to me more that they were acting like jerks. They can suspend the charges pending a dispute, she got a clerk mentality at the cc company like what I got before trying to work out the 300 dollar missent order.