John Lewis cancels my order for no reason

stewiejt

I tried to purchase a laptop using my business debit card, which is regularly used for large purchases online without any issues. The delivery address is the same as the billing address. My bank tells me they authorised the payment on three occasions and I can see these payments pending in my online statement.

On the first occasion, I received an email stating that the order was cancelled, but on the following two occasions I received no emails at all. When I phoned to complain, the customer service staff had no clue what was happening and didn't seem able or interested in helping me.

'Google' it and you can see this is a common issue that customers have! Clearly their anti-fraud software is not fit for purpose yet they appear unwilling to accept the fact. They have lost a first time customer willing to spend £800 - what a useless company John Lewis is!

Why would they feel the need to implement an extra layer of security, above what banks already use? I sent them a link to the Google search page relating to this issue to highlight that this is happening but received a generic, couldn't care less, reply.

angryparcel

you are aware any retailer can cancel orders and not serve you or any customer without giving a reason, with LJ no contract is formed until items are dispatched

angryparcel

stewiejt wrote: »

Clearly their anti-fraud software is not fit for purpose yet they appear unwilling to accept the fact. They have lost a first time customer willing to spend £800 - what a useless company John Lewis is!

Why would they feel the need to implement an extra layer of security, above what banks already use?

so you are a first time user and failed their anti fraud process. They have a right to use extra security steps, most online businesses do this

paddyrg

Why would they feel the need to implement an extra layer of security, above what banks already use?

Because the bank won't suffer the loss, JL will, so they take precautions. On a £800 laptop the loss would be nearly all of that £800 as margins on tech are wafer thin, and laptops are much easier to shift on the black market than £800 of broccoli

unholyangel

stewiejt wrote: »

Why would they feel the need to implement an extra layer of security, above what banks already use? I sent them a link to the Google search page relating to this issue to highlight that this is happening but received a generic, couldn't care less, reply.

The banks layer of security is to protect the bank - not you or the retailer.

If the bank pays out on a fraudulent/unauthorised card transaction its them who are liable - hence checks to ensure its their customer using the card & not someone else. Even in circumstances where their customer is liable & would greatly benefit from some security checks (ie bank transfers), they don't do them.

daytona0

Also important to bear in mind that, with it being a business purchase, you wouldn't have any "consumer rights".

(unless you are using a business card for a consumer purchase which would be quite odd....)

angryparcel

daytona0 wrote: »

(unless you are using a business card for a consumer purchase which would be quite odd....)

Not really as a self employed (sole trader) you dont take a wage, but take drawings which can be cash or goods as long as you record them in your accounts as drawings

daytona0

angryparcel wrote: »

Not really as a self employed (sole trader) you dont take a wage, but take drawings which can be cash or goods as long as you record them in your accounts as drawings

Aye true.

But odd in another respect - making it difficult to distinguish whether this was a business or consumer purchase.

angryparcel

daytona0 wrote: »

Aye true.

But odd in another respect - making it difficult to distinguish whether this was a business or consumer purchase.

No. it is just like you gong to argos an purchase a Vacuum cleaner with cash or your personal card and then use it in your business.
it is then a business asset, so no consumer rights.
You purchase something on your business card and then use it in your home as a consumer then consumer rights apply.

DoaM

angryparcel wrote: »

You purchase something on your business card and then use it in your home as a consumer then consumer rights apply.

Yes ... but the problem would be proving it (if the retailer decided to be awkward); the default stance for purchases made on a business card would be a B2B transaction.

If purchased on a personal card then used for business, there would normally be an expense claim or some other form of proof of transfer of the goods into the company's assets.

angryparcel

DoaM wrote: »

Yes ... but the problem would be proving it (if the retailer decided to be awkward); the default stance for purchases made on a business card would be a B2B transaction.

If purchased on a personal card then used for business, there would normally be an expense claim or some other form of proof of transfer of the goods into the company's assets.

well you buy on business card (so item belongs to business), you then technically purchase it from the business as part of your drawings.
It is like Argos buys a kettle on their business acount (this is a business asset) then you as a consumer purchases the kettle , does that mean it is still a business asset, so you have no consumer rights