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to think that John Lewis have let me down badly

(27 Posts)
retrorobot Thu 22-Nov-12 13:40:53

We moved house two weeks ago. Money is very tight and we had to spend £3,500 on moving costs and buying a fridge, washing machine, dryer and microwave. We've been living off cold food and what we can do with the microwave. We couldn't afford to get a cooker as well until yesterday.

I phoned John Lewis at 8 pm and ordered a cooker for delivery and installation next Tuesday and paid by credit card (about £460). I got a confirmation email an hour or so later but at 11 pm got another email saying that the order had been cancelled - no further explanation. I phoned John Lewis again and it seems that the order had been cancelled as the delivery slot booked (and confirmed when I ordered) wasn't in fact available. It took 30 minutes and some pressure by me to sort all this out and get the order rebooked for next Tuesday - at first they were saying delivery wouldn't be until a week after that.

This morning I had a new cancellation email from John Lewis saying that my second order had been cancelled because my order had failed a security check applied to all online orders to authenticate the information and the details provided.

I phoned John Lewis again and apparently my credit card was fine (i.e. not an issue with my bank) but they have additional anti-fraud security checks. They said that they couldn't say why I had failed those anti-fraud security checks but suggested it is because I didn't give a landline number (still waiting for BT to provide us with a line!) and I hadn't a history of ordering with them. I said that I thought that this was ridiculous as:
- I was paying by credit card, there was no issue with the credit card, and the address to which the credit card is registered is the same address to which the goods were delivered.
- Just over a week ago I had ordered some net curtains from John Lewis to be delivered to the same address and paid for with the same card and those net curtains were delivered and signed for on Friday of last week.
- I was ordering a cooker for installation - hardly the sort of item that is at the top of the list of purchases by credit card fraudsters.

This security check was never mentioned to me when I placed the orders and I have never encountered this with any other retailer.

Eventually I spoke with the John Lewis customer service manager who refused to apologise and said that they could reorder but the date for delivery and installation would now be 4 December or later, that there was no guarantee that the new order would not fail the security check and that they would had to look for authorisation for another £460 from my credit card.

The problem for us is that for the two orders that we already placed, John Lewis requested authorisation from my credit card issuer so £920 of my credit card limit is unusable until such time as the authorisations expire (which my bank says will take about 48 hours). We will have to wait until Saturday to order elsewhere and of course even longer to have the item delivered.

Meanwhile we remain without a cooker and have a six month old that we would like to start weaning.

Am I being unreasonable to think that John Lewis are behaving very badly here?

squeakytoy Thu 22-Nov-12 13:42:22

Maybe a daft question, but if you are so broke, why on earth are you using John Lewis.. there are far cheaper options.

LadyMaryChristmas Thu 22-Nov-12 13:44:56

I agree with squeaky. There's loads of places where you could have bought these items. John Lewis isn't the cheapest.

retrorobot Thu 22-Nov-12 13:46:09

The cooker is a Hotpoint HAE60K. It is £389 from John Lewis (incl delivery) and the cheapest elsewhere is £375. However the cheapest places (online only sellers) weren't able to deliver anywhere as early as 2 December. It's not exactly a high priced cooker and has very good reviews.

maddening Thu 22-Nov-12 13:46:22

Put your chosen cooker in to Google and look at the shopping suggestions - it'll show you where is cheapest :-)

I have used comet auctions in the past and got some good bargains.

Yanbu - but vote with your feet and sack jl off!

annabeldp Thu 22-Nov-12 13:46:24

It does sound like they haven't been as helpful as they might be. Do you still want the cooker from them, it may be worth calling and being really nice to see if they can help - even if just with cancelling the authorisations - I think you catch a lot more flies with honey than vinegar.

maddening Thu 22-Nov-12 13:47:44

Well now those dates are sooner than jl so go for it!

ChessieFL Thu 22-Nov-12 13:47:45

It's not the chapest, but perhaps they wanted the security of going to a retailer with good customer service. Perhaps the model of cooker is only available through JL. The reason they chose JL isn't really the issue here.
YANBU, OP, I would also be annoyed in those circumstances.

ChessieFL Thu 22-Nov-12 13:48:19


lovelyladuree Thu 22-Nov-12 13:48:21

Do they still make net curtains? How very retro!

Iamnotamindreader Thu 22-Nov-12 13:52:48

Have delivery slots available from 30th November. Just tried with my address and they seem to be able to do it at any point from then on.

Nicknamegrief Thu 22-Nov-12 13:54:31

I generally find John Lewis a hassle with orders as we live abroad and our CC is registered abroad (although it is a UK one). Their customer service in regards to this is frustrating. I have more success if I tell them its a gift and then some now all goes smoothly.

If they have a FB page complain on there as I find a lot of companies are more easily embarrassed by the situation, especially when fellow customers agree.

Good luck

retrorobot Thu 22-Nov-12 13:55:02

Annabeldp: According to my bank nothing can be done about the £900 odd pounds of my credit card limit that is unusable and John Lewis weren't prepared to do anything about it either. I'm happy to get the cooker off anyone who can deliver it reasonably quickly. I was very polite to the John Lewis customer service team but they didn't seem to care. Am I really being unreasonable to think that if they take an order they shouldn't cancel it on spurious grounds, especially if they have already messed around with my credit card?

Iamnotamindreader: Thanks for looking, but appliancesonline won't install the cooker for us and won't take away the (non-functioning) cooker that is here at the moment, so doesn't really work for us. And 30 November is a week later than the 22 November date that John Lewis had originally committed to.

JackThePumpkinKing Thu 22-Nov-12 13:55:13

I've never had any problems - but then I order online and any customer services help is via email - it's always been fantastic.

Just complain to them via email, listing the problems and asking them to resolve them by a certain date, or you will buy elsewhere. They will likely sort it out, and may even offer compensation. Do it by email though, not via the phone.

imogengladhart Thu 22-Nov-12 14:25:55

Message withdrawn at poster's request.

SantaisBarredfromhavingStella Thu 22-Nov-12 14:31:48

YANBU, disgusting 'service'. See if they have a Twitter page & tweet them-worked a treat with Mothercare anyway grin

poozlepants Thu 22-Nov-12 14:35:12

YANBU- that is pants. I have had some really really shoddy customer service experience from John Lewis so I don't use them anymore. I was considering buying a bed from them next month but this has reminded why I stopped buying stuff from them.
As for people saying you shouldn't buy from JL because you are on a budget- how insulting is that. It's not like it's Harrods.
I don't understand how they'll allow you to have net curtains but not a cooker.

fromparistoberlin Thu 22-Nov-12 15:05:24

get a microwave
cancel order
get somwhere else, cheaper, I recommend sainsburys online

quite a few people died when I was reading that

edwardphilips Fri 08-Apr-16 05:47:29

Message deleted by MNHQ. Here's a link to our Talk Guidelines.

MyLocal Fri 08-Apr-16 06:42:50

Hi Edwardphilips

This thread is four years old, but late for a reply.

GamingGirl Fri 08-Apr-16 06:59:14

Didn't you think it was a bit weird when the op said the delivery wouldn't be until December Edwards? 😳
Zombie Thread!!

edwardphilips Fri 08-Apr-16 07:12:40

Problem can arose at any time. Yesterday one of my colleague told me the same problem. So for the help other persons I have replied this..

HoneyDragon Fri 08-Apr-16 07:16:28

Pathetic spam attempt dude.

GrumpyOldBag Fri 08-Apr-16 07:32:54

Yup, I spy spam. Probably paid by JL to post positive stuff on web forums.

Pipbin Fri 08-Apr-16 07:56:10

Really? Really?
Did you honestly think that 4 years down the line the op would still give a shit?

How much trawling of website have you done to find people with this problem? Pathetic attempt at spamming.

sits back to watch people who only ever bother to read the op reply with advice

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