Apple online order

Britain7015

Hi, I ordered an Apple Pencil online on the Apple store. They took the money straight out as a pending transaction, which means I can’t spend it. Later On in the day they decided to cancel my order, so out of confusion I contacted Apple. They told me they cancelled the order because I didn’t pass security with my bank. (Well that’s what they told me initially), then I phoned my bank and after a long hold time my bank told me that since it was a pending transaction the money had been reserved, ready for them to take and that there was no issues their end. I phoned Apple back (I’m getting angry at this point back and forth). Apple then told me that they didn’t have to did Fulfil orders, and that it wasn’t their problem because they haven’t took the money it’s only pending, like doesn’t mean I can spend it does it though?Then she went on to tell me that because someone who lived here before me had a bad credit limit, or because my card declined on iTunes once, there was some more reasons as well, but she couldn’t tell me why. Like what a joke. Can they do this? I have to wait 7 days now before Apple drop they pending transaction. Compare it to a shop, like say I walked into John Lewis (just as an example) picked up the same product and the cashier started scanning it, told me the total, I hand the cash over and she leaves it on the side, out of reach. And tells me I can’t have the product because someone’s credit is bad who lived there before me or because my card has declined before like, that is Ridiculous. If I’m paying in cash what’s the problem, and if you want to carry out the checks, carry them out BEFORE YOU TAKE THE MONEY!!! Is this even legal??? Even if it is it’s morally Wrong. I am now out of pocket just before Christmas and since it’s Apple it’s not cheap and they are a MASSIVE brand, how do they do this!!!?

Aylesbury_Duck

Britain7015 wrote: »

Hi, I ordered an Apple Pencil online on the Apple store. They took the money straight out as a pending transaction, which means I can’t spend it. Later On in the day they decided to cancel my order, so out of confusion I contacted Apple. They told me they cancelled the order because I didn’t pass security with my bank. (Well that’s what they told me initially), then I phoned my bank and after a long hold time my bank told me that since it was a pending transaction the money had been reserved, ready for them to take and that there was no issues their end. I phoned Apple back (I’m getting angry at this point back and forth). Apple then told me that they didn’t have to did Fulfil orders, and that it wasn’t their problem because they haven’t took the money it’s only pending, like doesn’t mean I can spend it does it though?Then she went on to tell me that because someone who lived here before me had a bad credit limit, or because my card declined on iTunes once, there was some more reasons as well, but she couldn’t tell me why. Like what a joke. Can they do this? I have to wait 7 days now before Apple drop they pending transaction. Compare it to a shop, like say I walked into John Lewis (just as an example) picked up the same product and the cashier started scanning it, told me the total, I hand the cash over and she leaves it on the side, out of reach. And tells me I can’t have the product because someone’s credit is bad who lived there before me or because my card has declined before like, that is Ridiculous. If I’m paying in cash what’s the problem, and if you want to carry out the checks, carry them out BEFORE YOU TAKE THE MONEY!!! Is this even legal??? Even if it is it’s morally Wrong. I am now out of pocket just before Christmas and since it’s Apple it’s not cheap and they are a MASSIVE brand, how do they do this!!!?

Can they do this? Clearly they can.

Can't you just cancel the order? Will that not 'unfreeze' the held money?

Britain7015

No, you can’t cancel something they’ve already cancelled. And obviously they can because they’ve done it but what I mean is is it even legal, should a company like Apple be allowed to have a policy like this. Especially when they charge so much money for their products

Britain7015

Also, to anyone who reads and replies to the thread, I would like you to put yourself in my shoes and think seriously. If you were in a situation where you lost lots of money and we’re unsure when you were getting it back, for a product that you haven’t even had, you would be rightfully angry, especially 6 sleeps before Christmas. Thanks guys

Aylesbury_Duck

Britain7015 wrote: »

No, you can’t cancel something they’ve already cancelled. And obviously they can because they’ve done it but what I mean is is it even legal, should a company like Apple be allowed to have a policy like this. Especially when they charge so much money for their products

I can't see why it would be illegal.

What were the terms and conditions you agreed to when you placed the order? Anything in there about orders and money being held while checks are carried out?

Britain7015

I am looking at the t&cs now, however, it does say we can accept or not accept orders at our discretion, however, authorising a pending transaction is surely acceptance of order, also an email confirmation, is also apparently acceptance of the order so by doing what they have don’t have they broken their t&cs?

Britain7015

Done*, my mistake

Aylesbury_Duck

Britain7015 wrote: »

I am looking at the t&cs now, however, it does say we can accept or not accept orders at our discretion, however, authorising a pending transaction is surely acceptance of order, also an email confirmation, is also apparently acceptance of the order so by doing what they have don’t have they broken their t&cs?

I don't see how they have broken their terms. Which do you think they've broken?

They've accepted your order, yes, but it's stalled at the payment stage because you failed their credit check. Since you haven't paid, there is no contract so they can cancel the order. What I don't understand is why they have still got the payment pending if the order has been cancelled.

cono1717

Are you sure the payment is not just 'reserved' with your bank? Quite often retailers will reserve the funds to claim when the contract is fulfilled but if they opt not to claim them the bank will send the money back to your account.

A store I used to work at a long time ago had a card reader you swiped down the side of the till before the user put their pin in. The money was always reserved as soon as we put the card in and then claimed when the customer entered their pin, one time after we put the card in the customer changed their mind but the money had already been reserved and they had to wait 3 days for it go back.

Britain7015

As far as I’m concerned, it’s not right, I don’t care who lived here before and their credit check, you can’t refuse someone’s order because of that reason it’s pathetic. I’ve not applied for credit, I am paying with cold hard cash. So why don’t they carry out their checks BEFORE they reserve the funds from my account, and everyone saying it’s only reserved, I can’t spend it can I? So what am I going to do, just BUY another one and hope for the best. It’s ridiculous and I am going to complain about it anyway

Britain7015

And, you said that they had to wait for their money to go in, I’m guessing, the customer would have been given the products, and told to return them? Or if she hadn't wanted to cancel she would have been given the products since the funds are reserved for you to take