Evans Website Problem

emmyreece

I went onto the Evans' website yesterday to take advantage of their 20% discount sale that was finishing yesterday.

I decided on what I wanted and transferred the money from my savers account to my current account so that I could purchase the items. So I went through the checkout and had my transaction declined (despite entering the correct password), not only once but twice.

So I logged back onto my internet banking to find that the two transactions had been deducted from my available balance :mad:

I spent half an hour trying to get through to their customer services department and kept getting cut off, so I decided to try my bank's customer services department. They looked into the issue for me and saw that the two transactions had gone through and were pending, the lady I spoke to double checked and confirmed that there had been an issue with the Evans' website and that they should refund the money for me and if not then I have to phone the bank back for them to raise a dispute.

So I thought, what the hell, I'll try and contact Evans again and actually managed to get through to a really snotty woman who said she could not see the orders as being confirmed and that it "will take 3 - 5 working days for the money to go back onto the available balance".

I know £80 isn't a lot of money to some people, but with Xmas round the corner and our shopping trip to London on the 10th December, I was looking forward to treating myself. So now because of an issue with their website I've got to wait up to 5 working days to get my money back :eek:

All I can say guys is be very careful when you use this website, I don't want the same thing to happen to anyone else ...

Fingers crossed the money goes back on my account by next Friday (will be 5 working days by then) otherwise I'm going to have to faff about with the bank and get them to raise a dispute for me

jenniewb

I can try to help (I used to work in this area a not long ago).

When you buy something online, the company whom you buy from send a message to your bank to take the money from the account. This happens straight away. Not long after, your bank will agree to this and send a message back to the store.

When this happens, the money is "pending" from your account. Even without an error in the order it will take a few working days and varies from bank to bank.
If there are any issues or problems with the order, say lack of funds, issues over the wrong order or hitting the submit button too often or anything else, this is normally ironed out in the few days before the money is taken from the account.

Its a bit cyber-space but basicly the money is pending, its not gone from your account, its held halfway- the company doesn't have it, the bank has said yes to it being given to the company (which is why its pending) but the company has not taken it.

Due to you only having one order number, the company will only request one payment from your bank. If you had two order numbers, they would then try to take it twice. (In which case you'd call up Evans, give your order number and they would be able to look into it for you).

It may have been just too early for your new order to show up on Evan's systems so don't worry that nothing has shown up, it could just take a few more hours before it appears.

Don't worry about duplicates being taken from your account unless you have two order numbers. The money wont technically have left your account as a payment, its held and will be un-held when the bank realise Evans don't want it which can take a few days and I'd have thought should be fine by Friday.

HTH!

emmyreece

Hi ... thanks for the reply

Neither of the orders went through as the Evans website said they had both been declined ...

I think the thing that's annoyed me the most is I'm waiting on £82.40 to go back into my account and I've not got anything to show for it if that makes sense? I don't want freebies or anything, I just wanted my original order to go through as I really liked the items I'd put in my basket.

jenniewb

emmyreece wrote: »

Hi ... thanks for the reply

Neither of the orders went through as the Evans website said they had both been declined ...

I think the thing that's annoyed me the most is I'm waiting on £82.40 to go back into my account and I've not got anything to show for it if that makes sense? I don't want freebies or anything, I just wanted my original order to go through as I really liked the items I'd put in my basket.

That is annoying! Unfortunetly it is a waiting game (unless you can get your bank to do something to borrow you the money until its paid back?) Its in cyber-space, Evans don't have it, the bank are holding it for Evans to take. Evans wont take it but the bank will continue to hold it until they see its not going anywhere and so return it to your account.

I remember this happening alot when I worked in that area, some people would call up the company I worked for to get proof the order had been cancelled (either a cancellation number or a faxed through confirmation letter) which they then could take to the bank, speak to the manager who would arrange an authorised interest free overdraft until the funds were returned to the account. But the bank is only likely to do this if there is nothing left in the account and its your only account/you have no other available credit. Worth a try though if your really struggling.