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morales Avatar
8y, 9m agoPosted 8 years, 9 months ago
Back in early january I made an order on books, but soon after was told the payment got declined or something and I would have to make another order if I still wanted the books. I decided not to and got them elsewhere.

Then, out of the blue, on the 15th I get an email "your order has been despatched"! Being a student I'm into my overdraft and still need to pay rent, meaning I would have £100 less of my interest free overdraft left so its a massive problem for me.

I sent them an email stating something along the lines of "keep the books and give me my money back" but I still haven't heard from them, and no sign of the books.

what do i do? i can't afford to send those books back and i have no intention on paying the delivery cost of sending them back
morales Avatar
8y, 9m agoPosted 8 years, 9 months ago

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In the first instance I would phone them 0870 240 8956 and explain your situation and see what they have to say.

Have all the relevant information to hand to avoid timewasting and make sure you get the name of the person you are talking too.

If you don't like what they tell you ask to speak to their line manager or a manager.

Be polite and friendly.

Best of luck :)
How were you told that the payment had been declined, if it was via email do you still have the email?
original email:
"Dear Customer

I am sorry, there has been a problem authorising the payment for your order.

It may be that you have entered the 3 digit security code on the back of the card incorrectly. Alternatively, the registered card holders address entered on your order may not agree to that held by the issuing bank.

Please contact one of our customer service colleagues on 0870 240 8956 or email [email protected]">[email protected] and they will be happy to help.

We hope to see you soon,

Jeanette Latham

Customer Services Advisor


i had at the time sent an email asking what happened to which i recieved no reply
I would speak to them first asap, then refuse the order so it will be returned to them free of charge (to you)
Also - get in touch with your bank.
got the first few books in the post today, haven't had the time to call them.

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