Order cancelled by Debenhams

zadord

Hi all.

I made a purchase at Debenhams.com and received conformation email within few minutes. However, following day I received an email saying that my order has been canceled for security reasons. So I called Amex and they have confirmed that payment has never been attempted and that they haven't got any records of it. So I called Debenhams customer services to confirm that all of the given details where correct, and they where.
Then they told me that order has been canceled because they do not have any items in stock. So I went back to Debenhams.com and they are there, you can order them even now, 5 days later.
So I complained to head office. They response (received today) was that order has been canceled for security reasons by Amex (even though I have checked that everything is correct and Amex hasn't canceled the order) and also that the items are out of stock! They are not, you can still find them on their website and when you add them to the basket you can proceed with the order.
I want them suitcases at the price that I originally purchased, on sale. Do I have any rights and what can I do? They are refusing to say what the security issue is, can I still find out in some other way?

Thanks
Daniel

bod1467

Basically, whilst they may be spinning a line as to the reason for rejecting your order, they are under no compulsion to accept your order. No monies have changed hands so you have no financial detriment.

Unfortunately you'll just have to suck it up and move on.

zadord

they have taken £20 from a gift voucher does that counts?

bris

zadord wrote: »

they have taken £20 from a gift voucher does that counts?

No because they have not accepted your offer, for a contract to be legally binding acceptance has to take place.


An order confirmation is not acceptance, it's just an automated response by the system, acceptance takes place when your order is approved and dispatched, in this case it was not.

LilElvis

Try paying with a different card.

wealdroam

OP, have you read Debenhams' Terms and Conditions?

In the Order Process section you will see:

2.5 Unless we have notified you that we do not accept your order or you have cancelled it, order acceptance and the creation of the contract between you and us (or the relevant retailer in relation to certain sales which are facilitated by us) will take place at the point the products you have ordered are dispatched from our warehouse to be delivered to the address you have given us. It does not take place until that stage, even though we may have debited your card (see 2.3 above) or we have sent acknowledging e-mails (see 2.4 above).

ThumbRemote

zadord wrote: »

they have taken £20 from a gift voucher does that counts?

Presumably they have refunded this though?