Didn't authorise payment - can CC company help?

Mels1

I reserved a TV at John Lewis in Liverpool as it was out of stock. I was told I would be contacted prior to the order being processed to check I still required the item. I then received a letter dated Dec 30 to say the TV was on its way and my CC has been debited. Although I refused delivery (on the store's advice) on Jan 5 and called the store on Jan 11 to claim the refund, they have still not credited my CC. When I called yesterday they seemed unable to locate the TV so are still refusing to process the refund.

I've written to the customer services manager but not yet had an answer - I wrote to him on Jan 4.

My CC is with HSBC, is it worth calling them ? Also should I involve Trading Standards at this point ?

co123456

IME, John Lewis have always provided the best service.... especially when things go wrong. Can you sort it out with them.... they may even offer you some form of compensation (e.g. £10 voucher) for your phone calls/travelling to the shop in person expenses.

Mels1

I phoned for the third time this morning and this time was told a member of the admin team would call me back - probably before lunch. Haven't heard a thing from the admin team but thankfully the letter to the customer services manager has finally sorted it. I've just this minute had a call from a very pleasant member of his team who has confirmed my credit card has been re-credited plus a little extra on top for the inconvenience. They accept I should have been called first to authorise the purchase.

Cannot begin to tell you how relieved I am to have the money back. I wasn't expecting anything extra, just to have my money back and an acknowledgement it wasn't my fault was more than sufficient for me. :j