Debenhams Took Payment Without Consent and Shipped to Unapproved Address

saajan_12

https://forums.moneysavingexpert.com/discussion/comment/81889638#Comment_81889638

So you've gotten the refund and the item (albeit left out in the street)?

What exactly are youhoping to achieve further?

visidigi

So this is the same way apple pay works when you select the apple pay logo on checking out as opposed to going through the merchant payment gateway. The theory is such check out processes make it easier for you to check out leveraging an established mechanism - it also leads to a higher sale conversion and lower cart abandonment,

To say you didn't ask for it to be sent there is wrong, you did by using the Klarna option - the mistake was not realising that your Klarna login still had your old address against the email that was both entered on Debenhams site and passed over by them to Klarna as part of the check out process.

This problem is made worse by sites that can't cancel an order once placed, as its 'automated' but in reality that means its a drop ship and once the order is made in Debenhams system its immediately outsourced into another system/provider - which is why they can't cancel it.

This isn't unlawful, its just you got caught out because your account with klarna wasn't up to date, which is the root of all the subsequent problems.

Vivi2010

https://forums.moneysavingexpert.com/discussion/comment/81889653#Comment_81889653

I didn't get the item. It was left in a London street around 11:00 and I returned home at 18:00. What do you think happens to an item left in the street in front of a property in London for seven hours? People were at home to receive it, but had no idea it had been delivered.

I am hoping that Debenhams will be fined and made to comply with the law or cease operations so that others don't have the same experience.

https://forums.moneysavingexpert.com/discussion/comment/81889662#Comment_81889662

Please read The Consumer Contracts Regulations 2013:

https://www.legislation.gov.uk/uksi/2013/3134/contents

The final price and a delivery address needs to be presented to a customer.

Also, you surely must agree that a customer needs to actually choose to purchase the item? I never agreed to purchase it.

user1977

I am hoping that Debenhams will be fined and made to comply with the law or cease operations so that others don't have the same experience.

No, you cannot personally demand that Debenhams is shut down.

Any prosecution is a matter for Trading Standards, it sounds like you've done all you need to.

Vivi2010

https://forums.moneysavingexpert.com/discussion/comment/81889696#Comment_81889696

I never said that I could personally demand that they be shut down. Based on the responses I have been getting today, quite a few users on this forum seem to be on something!

SiliconChip

Really your error was in using Debenhams in the first place, they are now owned by Mike Ashley which is all you need to know about their lack of customer service. There is a lengthy thread on the Praise, Vent & Warnings board about their rather dubious practices which I think would have put you off had you read it before buying.

https://forums.moneysavingexpert.com/discussion/6638261/warning-and-help-debenhams-and-daylight-robbery-misselling-protection

Edited to strike out the incorrect Mike Ashley reference.

user1977

https://forums.moneysavingexpert.com/discussion/comment/81889739#Comment_81889739

Not sure how else we ought to interpret "Is there anything I can do" and "I am hoping that Debenhams will be made to cease operations".

visidigi

https://forums.moneysavingexpert.com/discussion/comment/81889678#Comment_81889678

I'm well aware, but even when I go through a dummy purchase and click Klarna I can see it asks immediately for my number…from there its a Klarna purchase - which the klarna information page on debenhams says

https://www.debenhams.com/pages/informational/payments/klarna

How it works

Shop what you love and choose Klarna at checkout.

Select your preferred payment option and complete your purchase.

Use the Klarna app to manage payments, delivery tracking and more.

So the Klarna page that popsup is the checkout, its not on the debenhams site anymore as you selected the karna option to pay (and the URL of the window that popups is a callback to debenhams after you have chosen the payment option in klarna).There seems to be alot of steps here that you're implying you didn't do - I cant go through them all because I am not about to order from debenhams though - important to note you can track your delivery in the klarna app which means it has your address for delivery

Vivi2010

https://forums.moneysavingexpert.com/discussion/comment/81889854#Comment_81889854

This isn't an isolated case. They have not decided to do this to just me. This is how they have chosen to operate for everybody.

You can't charge people money for an item they haven't agreed to buy.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81889814#Comment_81889814

BooHoo own Debenhams. Not MA Yes they may have a stake, but Frazer group does not own or have control 👍