John Lewis have taken further payment than cost if item.

aMeLia'S~MuMMY

I recently used the John Lewis £5.00 off and free delivery offer and got myself 6 mugs for the bargain price of £1.00, however when they arrrived 1 was broken so i emailed to ask for another cup as a replacement. The nice chappies ( until now!) there replaced the whole lot and told me to keep the others to dispose of as I wished (nicely gone in the cupboard)

Anyway checking my internet banking at the weekend I notice that a further payment had been made to John Lewis for £5.00, not a lot you may say but I was never asked to pay this or notified that any further monies were going to be taken by John Lewis nor had i made any further purchases. I immediately telephoned them to be advised that they took the money as they were refunding me !?!? so to expect a refund in a couple of days. Dizzily I accepted this ( a busy Saturday and all that!!) however ther is still no sight of any refund.

Can they really just store your card details and take payments as they like without any notification or anything ( not that I owed them anything anyway) i think not but need a bit more than just my thoughts to arm myself with before contacting them again.

Oh yeah , due to the payment being taken I also had a failed DD so have now incurred charges which i wouldn't have if they had not taken this money.

any help much appreciated
:A

manch235ter

aMeLia'S~MuMMY wrote: »

I recently used the John Lewis £5.00 off and free delivery offer and got myself 6 mugs for the bargain price of £1.00, however when they arrrived 1 was broken so i emailed to ask for another cup as a replacement. The nice chappies ( until now!) there replaced the whole lot and told me to keep the others to dispose of as I wished (nicely gone in the cupboard)

Anyway checking my internet banking at the weekend I notice that a further payment had been made to John Lewis for £5.00, not a lot you may say but I was never asked to pay this or notified that any further monies were going to be taken by John Lewis nor had i made any further purchases. I immediately telephoned them to be advised that they took the money as they were refunding me !?!? so to expect a refund in a couple of days. Dizzily I accepted this ( a busy Saturday and all that!!) however ther is still no sight of any refund.

Can they really just store your card details and take payments as they like without any notification or anything ( not that I owed them anything anyway) i think not but need a bit more than just my thoughts to arm myself with before contacting them again.

Oh yeah , due to the payment being taken I also had a failed DD so have now incurred charges which i wouldn't have if they had not taken this money.

any help much appreciated
:A

I used to work for a mail order firm... what you may find is that when the replacement order was issued , the system didnt take into account the fact it should of gave you a refund.

Contact CS and they should reimburse you. Also tell them about the bounced DD. They may ask for proof... simply get a copy of bank statement , cover everything with paper apart from the ~£5 they took , and the bounced DD charge , and they should refund that aswell.

JL_Knowhow

Theres been a problem with your refund.

However, what you were told was correct, it was not to fobb you off.

When an RMA is created (Returns Merchandise Authorisation) JLD DO actually bill you again for the replacement order. This is because it is in effect placing a new order on their system and this has to be billed the usual way. However there is a system in place to automatically refund you almost immediately.

Sometimes this fails and on this occassion it has. Hey, its system failure and this happens everywhere from time to time. Call up, explain, and you'll get the refund.

MarkyMarkD

It's a bit of a hopeless system. They should surely refund the defective order BEFORE they charge you for the replacement, as otherwise they are going to cause people unauthorised overdrafts left, right and centre.