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“Ordering Online is a problem”

written by rb621 on 12/09/2014

A few months ago John Lewis took £80 off my credit card in an unauthorised transaction. Initial explanation was from them its fraud. So I cancelled my card, but then few days later they said it was an error on their part. Too late, cards already cancelled. Anyhow, inconvenient and annoying but £80 refunded.

Today, attempting to purchase a MacBook Pro, a £2300 transaction and initially the transaction is rejected by my credit card company as they put a watch on any John Lewis transactions. So I called the bank and we cleared and authorized the transaction and the purchase continued with John Lewis. Great, order confirmed.

30 minutes later, email from John Lewis saying order was cancelled due to not passing internal security checks. Call to john Lewis, told to do the transaction again. I can't as they've taken the money and used up my credit limit. Apparently it takes 3 to 5 working days to refund the money. Seconds to take it, but days to refund it, on an order my bank was happy to authorize.

John Lewis cannot un-cancel the order. Seems their systems are so automated that any common sense and manual intervention is impossible to do.

So now I'm waiting to see when my card gets refunded, try and place the order again before they run out of stock or their extra warranty offer expires on the 18th.

Frankly, at this point I'd rather pay more and buy from Apple direct.

John Lewis - I know you think you are being careful and helping to stop fraud, but you are making it too hard to sort things out.

My £2,300 is going elsewhere, and the £800 Washer Dryer I was thinking about buying from you I'll get elsewhere now.