John Lewis cancelling my order but taking the money

[gillviola]

When I order from John Lewis online they cancel my order claiming that it failed a security check. I have not changed my details as they are saved on their system and they have taken my money so there is clearly nothing wrong with the card. Has anyone else had this happen to them and if so how did you solve it? I have tried their customer service and their complaints system but get nowhere.

[timeandtide]

I'm sure this happened to a pp years ago with a washing machine?

[JT05]

Did you order on line?

This happened to me with Woolovers. They took my money immediately, on line from PP account, but after a month nothing arrived.

I rang customer services to find out that they had no order recorded, despite taking the money, which they agreed they had done. How can that happen. I mentioned 'fraud' and they immediately refunded me.
Ring customer service again ask to speak with a manager, mention fraudulent activity by the company!
Good luck, I hope it works, you might even get compensation!

[T3nant]

When did you place the order and receive the notification?

I worked for JL a few years ago - apologies if my information is outdated. It's a security measure with various protocols that is in place to prevent fraud, but the system was sensitive at times and could cancel because of minor errors or missing information. I was a store-based employee so don't know the technicality of it I'm afraid.

You'll just have to wait a couple of days to get your money back - I know this is frustrating. It's most likely in limbo between JL and your bank so they're not holding it and can't speed up the process.