Warning - John Lewis Online

unluckychappie

Cooker ordered on 17th, delivered damaged on 21st(spotted by delivery driver and reported immediately), replacement to bedelivered on 27th. Apart from the rather long lead times for itemsin stock, I have been spoilt by other retailers, not really an issue you wouldthink.

However, John Lewis attempted to extract a second payment,without applying a credit first, which caused the credit card company to blockmy card. They had extracted the first payment immediately after I had placedthe order not when the item was dispatched from a central warehouse which theyconfirmed is their company policy.

They may have to reissue internal paperwork perhaps if theyuse the serial number to trace products through their system but why do theyneed to issue a credit and then a debit with the customer? Also why should theyask me for a third payment when neither I nor the credit card company have norecord of the credit from the first payment? The manager at the John Lewis callcentre had no ability to over-ride the system or allowing me to make a newpayment once the alleged credit had at least entered the system. He wanted thepayment there and then otherwise the van will drive past on Wednesday. Aclassic case of ‘the computer says no’.

I cancelled the order, went into the local Curry’s andshould be receiving my cooker by express delivery tomorrow. Tesco Credit cardshave a ‘Retail Disputes and Chargeback’ department which I may need to use in afew days’ time.

unluckychappie

Apologies for the compressed words. Copy and paste from Word document did not work quite as planned.

vyle

There must be some way around it, because when I had my dishwasher replaced, they issued a credit, then tried to extract payment, but the payment side failed, so I had the dishwasher for 8 months before they (And consequently I) noticed that I hadnt paid for it.

I can understand the reason for crediting then taking payment though, if their stock control system won't release stock until it's been paid for.