John Lewis Data Protection mess

Crispy_Ambulance

Littlestars wrote: »

The only people that could have dealt with the order would have been the person that placed it or the person it is being delivered to, even then the person it is being delivered to has limited information. Even then they cannot give you a specific time as they would have to refer it to another department to then call the courier who would then have to contact the driver to find it.

Regardless of the item it is well known for people to hang about outside properties to take delivery of an item that has been bought fraudulently, so given that it happens more than you think its why they can only talk to the person that placed the order or who its being delivered to about certain aspects.

As I said earlier, it was furniture. I would have been hard pushed to stall it as they deliver it to a room and unpack it. I also said earlier that I didn't want an exact time, just to know where I was on the list.

And if they really take data protection that seriously, then they should have contacted my husband and informed him that they had his data and how they were going to manage it.

sousie27

I have been at the opposite end of the spectrum with regard to John Lewis. They almost sent a laptop to somebody at my expense, after a telephone call made to them by a person pretending to be me.

They subsequently told me that they have now put procedures in place to make sure that something like this doesn't happen again. Looks like they have done exactly that and whilst I understand your frustration as I wasn't exactly impressed with their customer services either, I for one am glad to see that they've tightened up their act.

Full story posted under Exchange rant/Warning earlier in the forum 13/2/13. Not allowed to post link)

keyser666

meer53 wrote: »

If you work with Data Protection all the time, i don't understand why you're so angry. I deal with Data Protection too, if i give out information to someone who isn't party to the query i'm dealing with, my job is at risk.

For all John Lewis know, you could be someone who is planning to take delivery of the goods and disappear with them ! I don't know of any company who will give you an exact timeslot.

I am in agreement with this, would have thought the OP knows better, if they did divulge any information because it is trivial you'd be at the ICO in seconds because you know and work with data protection and no doubt be flabbergasted thats a company like John Lewis would be so lax in their data protection

Littlestars_2

sousie27 wrote: »

I have been at the opposite end of the spectrum with regard to John Lewis. They almost sent a laptop to somebody at my expense, after a telephone call made to them by a person pretending to be me.

They subsequently told me that they have now put procedures in place to make sure that something like this doesn't happen again. Looks like they have done exactly that and whilst I understand your frustration as I wasn't exactly impressed with their customer services either, I for one am glad to see that they've tightened up their act.

Full story posted under Exchange rant/Warning earlier in the forum 13/2/13. Not allowed to post link)

They have not done anything different, its the rule there you cannot talk to a third party about anything regarding an order as the only people you can talk to are the person who ordered and who its being delivered to and the second person can only be informed about the delivery and nothing else, the op would have been informed they can only speak to whoever who is named on the order. Your scenario is different as someone pretended to be you and knew your details to pass security questions.

But when a third party calls up they all they can be told is they need to speak to whoever is on the order, nothing else can be done.

sousie27

Littlestars wrote: »

They have not done anything different, its the rule there you cannot talk to a third party about anything regarding an order as the only people you can talk to are the person who ordered and who its being delivered to and the second person can only be informed about the delivery and nothing else, the op would have been informed they can only speak to whoever who is named on the order. Your scenario is different as someone pretended to be you and knew your details to pass security questions.

But when a third party calls up they all they can be told is they need to speak to whoever is on the order, nothing else can be done.

What security questions? When I telephoned them all they asked for was name and first line of address. I am well aware that my experience was different to the OP's and I was merely trying to help by giving an example of what can happen over the telephone and (Data Protection aside), applauding the fact that they have strict procedures in place.

Littlestars_2

It wouldn't be wise to tell you what other things are asked (as this is a public forum), but yes even if a third party answered everything they still couldn't be told anything because they are a third party and have stated so and would be against data protection to do so.

bylromarha

Data protection gets on my wick too. Trying to tie up my deceased mum's estate, I had Sky refusing to talk to me without giving a password...

I have, on past occasion, deepended my voice to pretend to be Mr Byl. I feel silly, but if they're making me play the game, then I'll play it. I really wish there was an option on everything which allows married couples to deal with their joint business in a joint manner.