debenhams nightmare

trace_567

Last week I decided to buy some furniture from debenhams online whilst they had the 25% off. Though I was getting a good deal. Turns out all I've got from it is one hell of a headache.

First up debenhams my credit card was charged the cost, transaction gone through. I get a call from my credit card as transaction been flagged up as possible fraud. They say about debenhams transaction and how much, so I say yes I did place that order. Then later that day I check my account online only to find I suddenly have no money left on my credit card! I'm freaking out and ring credit card company in the middle of the night in a frenzy. Find out debenhams have charged me twice! One transaction cleared, other in pending stage. Told by india call centre to ring debs in morning and ask if they have accidentally charged me twice. If they say no ring them back and they will look into it.

So ring debs. Told no they definitely have not charged me twice and must be credit card company error. So ring back credit card, tell them whats been said. Idiot indian call centre man tells me NOT there problem, my responsibly to sort it with debs. I argue with him etc etc. Finally give up.

Ring credit card company back later. Another indian call centre. Finally they transfer me to england. Then told as transaction is pending they can do nothing about it. Must wait and see if it clears, then contact them again.

Now I'm furious. Firstly debenhams have charged me for furniture, yet they tell me I won't get it for another 28 working days. Thought it was illegal to charge your card before dispatch of goods? Then to top it off I could be charged twice....yet no goods in sight for 28 working days.

Grrr so annoyed. In the meantime I can't use my credit card as the two charged have maxed it out.

Anyone know what I can do about this?

Brooker_Dave

trace_567 wrote: »

Last week I decided to buy some furniture from debenhams online whilst they had the 25% off. Though I was getting a good deal. Turns out all I've got from it is one hell of a headache.

First up debenhams my credit card was charged the cost, transaction gone through. I get a call from my credit card as transaction been flagged up as possible fraud. They say about debenhams transaction and how much, so I say yes I did place that order. Then later that day I check my account online only to find I suddenly have no money left on my credit card! I'm freaking out and ring credit card company in the middle of the night in a frenzy. Find out debenhams have charged me twice! One transaction cleared, other in pending stage. Told by india call centre to ring debs in morning and ask if they have accidentally charged me twice. If they say no ring them back and they will look into it.

So ring debs. Told no they definitely have not charged me twice and must be credit card company error. So ring back credit card, tell them whats been said. Idiot indian call centre man tells me NOT there problem, my responsibly to sort it with debs. I argue with him etc etc. Finally give up.

Ring credit card company back later. Another indian call centre. Finally they transfer me to england. Then told as transaction is pending they can do nothing about it. Must wait and see if it clears, then contact them again.

Now I'm furious. Firstly debenhams have charged me for furniture, yet they tell me I won't get it for another 28 working days. Thought it was illegal to charge your card before dispatch of goods? Then to top it off I could be charged twice....yet no goods in sight for 28 working days.

Grrr so annoyed. In the meantime I can't use my credit card as the two charged have maxed it out.

Anyone know what I can do about this?

Demand compensation!!

uktim29

trace_567 wrote: »

Thought it was illegal to charge your card before dispatch of goods?

Did you really think this or just decided you think it should be a law?

trace_567

Firstly I have never been charged on my credit card for anything before until the item is ready for dispatch.
Secondly someone I know works for a company, and when he was training was told they can't take payment from the card prior to goods being ready for dispatch. They can contact the credit card to tell them of a payment they will be calling in the future. But he said they can't actually take it until the point of dispatch.

I'm actually trying to find out the truth here, whether they can do it legally or not.

Not that that solves the problem of being charged twice, as things stand.

Brooker_Dave

trace_567 wrote: »

Firstly I have never been charged on my credit card for anything before until the item is ready for dispatch.
Secondly someone I know works for a company, and when he was training was told they can't take payment from the card prior to goods being ready for dispatch. They can contact the credit card to tell them of a payment they will be calling in the future. But he said they can't actually take it until the point of dispatch.

I'm actually trying to find out the truth here, whether they can do it legally or not.

Not that that solves the problem of being charged twice, as things stand.

You brought some furniture, they charged you for it and I assume gave you a delivery date?

All perfectly normal.

trace_567

The time it would take for delivery according to both the website and the order confirmation email are a hell of a lot different to the time I have been quoted by customer service. First items had said 2 weeks delivery, bit different to 28 working days. I don't have a delivery date, that isn't to be arranged until items ready for dispatch. I don't have a delivery date, this won't be arranged until items are ready for dispatch.

My biggest complaint is being charged twice, which maxes out my one and only credit card. My credit limit is not very large. Had I of not known till the statement came in I would likely have used my card again not knowing my limit has been reached by having been charged twice.

Being charged twice is equally not normal.

RadoJo

But you said you aren't sure whether you have been charged twice in your OP - the payment is pending and so could be reversed.

As far as I can work out you are assuming the worst here -they told you that delivery might be up to 28 days, but it might be tomorrow, as you said you had not been given a delivery date. I agree that a pending payment is an inconvenience, but as the second payment hasn't actually come off your card, it may be that it never does. You are worked up about a potential outcome with no idea whether it will come about. I would suggest that you wait until you know what has happened for sure, and then if you are not happy with the result, take it further.