Online shopping 'blocked' even with new account / details?
Discussion
Hi, just wondered if anyone could shed some light on problem with Waitrose online home delivery food shop.
I'm main carer for elderley parents, have done weekly home delivery shops on mum's account for years. Occasionally would have to use my details as mum forgets her security questions (and we have to phone through for manual payment on my card).. But all good, back to normal straight after and has been like this for years. 2 weeks ago, got error message @ checkout saying there was a problem, try again, no matter what this kept being repeated
To cut long story short, setup a completely new account, new name, new email address and new payment details (mine), but got exactly the same error message. Even tried on another PC at home, but same again, but different error message - the address in the browser was waitrose/ecom/tra-check-block I live with parents, we have one wifi router/internet connection with BT and 2 PCs.
The text said we'd failed internal checks(?) yet this was account with all new details. I've tried to find out what the issue with but just get stuck in a loop with their customer services (it's a technical problem, we have to refer it to technical team) whereby they just don't call back or provide any info re this. I phone them back, send screen shots but have not had any answer/clarification why this happened or continues, they just say sorry for problems with our order and gave an E-gift card. They won't let me speak to the 'technical team', even went into the local store to see if they could give a way round cust Servce, but they only had same number..
Went into bank in person and there is no block on mum's card, so it's a waitrose thing. Mum's card is normal everywhere else, no problems.
I had a similar problem with Ebay, I'd used short version of first name (Mike instead of Michael), so failed the account recovery check, but they put me through to 'technical' who phoned back quite quickly and immediately saw the issue (photo ID had Michael, ebay acount details was Mike) and it was fixed there and then, plus this was Sunday afternoon too, so was pretty impressed with that. Whereas Waitrose cust service are just the opposite.
My question is - how can a brand new account with all different details (apart from the delivery address) have the same problem? Also, any ideas on how to 'by pass' Waitrose Cust service and speak to someone 'technical' there?
I'm main carer for elderley parents, have done weekly home delivery shops on mum's account for years. Occasionally would have to use my details as mum forgets her security questions (and we have to phone through for manual payment on my card).. But all good, back to normal straight after and has been like this for years. 2 weeks ago, got error message @ checkout saying there was a problem, try again, no matter what this kept being repeated
To cut long story short, setup a completely new account, new name, new email address and new payment details (mine), but got exactly the same error message. Even tried on another PC at home, but same again, but different error message - the address in the browser was waitrose/ecom/tra-check-block I live with parents, we have one wifi router/internet connection with BT and 2 PCs.
The text said we'd failed internal checks(?) yet this was account with all new details. I've tried to find out what the issue with but just get stuck in a loop with their customer services (it's a technical problem, we have to refer it to technical team) whereby they just don't call back or provide any info re this. I phone them back, send screen shots but have not had any answer/clarification why this happened or continues, they just say sorry for problems with our order and gave an E-gift card. They won't let me speak to the 'technical team', even went into the local store to see if they could give a way round cust Servce, but they only had same number..
Went into bank in person and there is no block on mum's card, so it's a waitrose thing. Mum's card is normal everywhere else, no problems.
I had a similar problem with Ebay, I'd used short version of first name (Mike instead of Michael), so failed the account recovery check, but they put me through to 'technical' who phoned back quite quickly and immediately saw the issue (photo ID had Michael, ebay acount details was Mike) and it was fixed there and then, plus this was Sunday afternoon too, so was pretty impressed with that. Whereas Waitrose cust service are just the opposite.
My question is - how can a brand new account with all different details (apart from the delivery address) have the same problem? Also, any ideas on how to 'by pass' Waitrose Cust service and speak to someone 'technical' there?
JJ_427 said:
Hi, just wondered if anyone could shed some light on problem with Waitrose online home delivery food shop.
I'm main carer for elderley parents, have done weekly home delivery shops on mum's account for years. Occasionally would have to use my details as mum forgets her security questions (and we have to phone through for manual payment on my card).. But all good, back to normal straight after and has been like this for years. 2 weeks ago, got error message @ checkout saying there was a problem, try again, no matter what this kept being repeated
To cut long story short, setup a completely new account, new name, new email address and new payment details (mine), but got exactly the same error message. Even tried on another PC at home, but same again, but different error message - the address in the browser was waitrose/ecom/tra-check-block I live with parents, we have one wifi router/internet connection with BT and 2 PCs.
The text said we'd failed internal checks(?) yet this was account with all new details. I've tried to find out what the issue with but just get stuck in a loop with their customer services (it's a technical problem, we have to refer it to technical team) whereby they just don't call back or provide any info re this. I phone them back, send screen shots but have not had any answer/clarification why this happened or continues, they just say sorry for problems with our order and gave an E-gift card. They won't let me speak to the 'technical team', even went into the local store to see if they could give a way round cust Servce, but they only had same number..
Went into bank in person and there is no block on mum's card, so it's a waitrose thing. Mum's card is normal everywhere else, no problems.
I had a similar problem with Ebay, I'd used short version of first name (Mike instead of Michael), so failed the account recovery check, but they put me through to 'technical' who phoned back quite quickly and immediately saw the issue (photo ID had Michael, ebay acount details was Mike) and it was fixed there and then, plus this was Sunday afternoon too, so was pretty impressed with that. Whereas Waitrose cust service are just the opposite.
My question is - how can a brand new account with all different details (apart from the delivery address) have the same problem? Also, any ideas on how to 'by pass' Waitrose Cust service and speak to someone 'technical' there?
Perhaps they have a flag on the home address.I'm main carer for elderley parents, have done weekly home delivery shops on mum's account for years. Occasionally would have to use my details as mum forgets her security questions (and we have to phone through for manual payment on my card).. But all good, back to normal straight after and has been like this for years. 2 weeks ago, got error message @ checkout saying there was a problem, try again, no matter what this kept being repeated
To cut long story short, setup a completely new account, new name, new email address and new payment details (mine), but got exactly the same error message. Even tried on another PC at home, but same again, but different error message - the address in the browser was waitrose/ecom/tra-check-block I live with parents, we have one wifi router/internet connection with BT and 2 PCs.
The text said we'd failed internal checks(?) yet this was account with all new details. I've tried to find out what the issue with but just get stuck in a loop with their customer services (it's a technical problem, we have to refer it to technical team) whereby they just don't call back or provide any info re this. I phone them back, send screen shots but have not had any answer/clarification why this happened or continues, they just say sorry for problems with our order and gave an E-gift card. They won't let me speak to the 'technical team', even went into the local store to see if they could give a way round cust Servce, but they only had same number..
Went into bank in person and there is no block on mum's card, so it's a waitrose thing. Mum's card is normal everywhere else, no problems.
I had a similar problem with Ebay, I'd used short version of first name (Mike instead of Michael), so failed the account recovery check, but they put me through to 'technical' who phoned back quite quickly and immediately saw the issue (photo ID had Michael, ebay acount details was Mike) and it was fixed there and then, plus this was Sunday afternoon too, so was pretty impressed with that. Whereas Waitrose cust service are just the opposite.
My question is - how can a brand new account with all different details (apart from the delivery address) have the same problem? Also, any ideas on how to 'by pass' Waitrose Cust service and speak to someone 'technical' there?
Move house to check?
Tisy said:
Are you trying to order deliveries to an address different to the cardholder's address? If so, that's the issue - AVS check = fail = decline. It will also fail if you have more than one account registered with the same card details.
Thanks for reply - address is same for everything, bank accounts and deliveries.It didn't have the same bank account for different Waitrose accounts initially, I added my bank account to the Waitrose ID to see if that would work (when mum's account first got blocked), which it didn't. When I registered my new account I used my bank details, which ahd just been put on mum's account, so I presume that's going to now be an issue too(?).
Ham_and_Jam said:
If there is a temporary block on the address it won’t allow any new accounts delivered there.
You need to remove the block first.
Thanks for reply, don't suppose you (or anyone) knows how to do this, Waitrose Customer service (0800 188884) are absolutely useless. I keep phoning and have sent emails/screenshots, but as soon as I mention this they repeatedly say it's a technical issue and someone will be in touch, but never does. So the 'loop' carries on; no answer/resolution/info, another phonecall, another wait, another phonecall, another wait...another phone call, another wait, and so on...You need to remove the block first.
They have given zero info on why it happened, what it is and/or how to resolve it.
I'm more perplexed about how bad their Cust Service is than the actual problem itself. The people in store have always been very, very good, for many years, shame it all falls apart when you phone the call centre..
Thnx for the help so far
JJ
This has just got weird.
Downloaded waitrose app, logged into old account (mums) via the app, but now with my payment details, and tried doing an order. It gets 'stuck' on checkout screen on my phone, see attached pic, there's no error message like on my PC, but, the order has been processed as I just got the 'confirmation' email drop into my inbox.
Tried doing amendment to this order on my PC and got same error message as before and can't checkout. Still stuck on checkout screen with the app to(?) on my phone, but email is correct order, date etc?
I'm not exactly the sharpest tool in the box to begin with, but I'm pretty sure this is not how it should all be working.
Downloaded waitrose app, logged into old account (mums) via the app, but now with my payment details, and tried doing an order. It gets 'stuck' on checkout screen on my phone, see attached pic, there's no error message like on my PC, but, the order has been processed as I just got the 'confirmation' email drop into my inbox.
Tried doing amendment to this order on my PC and got same error message as before and can't checkout. Still stuck on checkout screen with the app to(?) on my phone, but email is correct order, date etc?
I'm not exactly the sharpest tool in the box to begin with, but I'm pretty sure this is not how it should all be working.
Road2Ruin said:
First step I would do is delete all cookies, cached files etc. Then I would refresh the IP address of the router, if possible. Some sites block IP addresses if they think they are being used for fraudulent purposes.
Thank you.I use brave browser, cleared all cache and cookies (customer services keep telling me this as well as it's down to too many people trying to order), didn't make any difference.
I use a VPN on my PC but the other PC is just MS security as dad only really uses it for games (solitaire) and the occasional roman mosiac vid on youtube, I'm not very IT or tech minded, tried changing VPN servers but didn't have any affect. Even tried different countries, but same result.
I guess changing router IP I just turn it off/on and reset it?
If Waitrose support aren't responding you could try a short, polite email to their CEO - it will gate triaged by his EA to someone senior in customer services.
(james.bailey@johnlewis.co.uk)
Guide for emails: https://www.ceoemail.com/hints.php
(james.bailey@johnlewis.co.uk)
Guide for emails: https://www.ceoemail.com/hints.php
Might not be in any way helpful but I had a weird one with John Lewis on 8 April...
Ordered a new iPhone. Paid with PayPal. The following morning I had an email saying my order had been cancelled and I had been refunded because I didn't pass their internal checks.
Had a long hard look at the order and couldn't see anything amiss, so placed order again but used my card details instead of PayPal in case that had been the issue.
When the order confirmation came up the billing address was my ex's address where I haven't lived since 2009! Strange as I've previously ordered and received two expensive items from John Lewis at my current address without issue.
There was no way to see the billing address on the order other than on the confirmation screen that came up immediately after placing the order, and which couldn't be accessed again once I'd closed it. I hadn't taken any notice the first time round as there was no reason to think it wouldn't be right.
Fearing that my new order would also be cancelled I phoned their customer services to see if I could change the billing address on the order. They said I couldn't but, stranger still, that my billing address on this order was the correct one, not my ex's address even though that had been on the confirmaton screen!
My phone was duly delivered on the 10th.
The mind boggles.
Ordered a new iPhone. Paid with PayPal. The following morning I had an email saying my order had been cancelled and I had been refunded because I didn't pass their internal checks.
Had a long hard look at the order and couldn't see anything amiss, so placed order again but used my card details instead of PayPal in case that had been the issue.
When the order confirmation came up the billing address was my ex's address where I haven't lived since 2009! Strange as I've previously ordered and received two expensive items from John Lewis at my current address without issue.
There was no way to see the billing address on the order other than on the confirmation screen that came up immediately after placing the order, and which couldn't be accessed again once I'd closed it. I hadn't taken any notice the first time round as there was no reason to think it wouldn't be right.
Fearing that my new order would also be cancelled I phoned their customer services to see if I could change the billing address on the order. They said I couldn't but, stranger still, that my billing address on this order was the correct one, not my ex's address even though that had been on the confirmaton screen!
My phone was duly delivered on the 10th.
The mind boggles.
Can't you just shop somewhere else? Sounds like Waitrose don't want your custom and you are trying to do whatever you can do bypass their security checks, including providing made up info ("new name", etc)
Chances are whatever systems they have are "fingerprinting" your devices, through a combination of IP address, cookies, etc. Once you trip it the new device will be flagged, etc. At this point your delivery address is probably blocked.
Chances are whatever systems they have are "fingerprinting" your devices, through a combination of IP address, cookies, etc. Once you trip it the new device will be flagged, etc. At this point your delivery address is probably blocked.
It's a bit difficult with my old man, he's extremely fussy about certain 'brands' types of food. He's incredibly stubborn, to the point where it's almost a a mental illness, he won't change.
He refuses incontinence aids, s**ts all over the house, would rather pay £300 for professional carpet cleaners than use "nappies", or the free pads from incontinence service.
Cook him lasagne from scratch, use wrong 'brand' of tomatoes, he has one or two bites, puts knife and fork on the plate a ffcks off. Same with most dinners / foods. Mum has incontinence issues too, but at least she wears the full pads now, but can still piss her way through 4 layers of incontinence aids on her bed (first full length plastic sheet, then another full length sheet to help soak things up, then a half length sheet folded in 2 around the middle of the mattress, then the pad she's got on). Dad's record is s*****g himself 3 times in one day, try bleaching, scrubbing 2 toilets + floor walls etc and a bathroom, just for him to go in there a few hours later and do it al again.
Waitrose was his main shop all his life, they cover the majority of his food 'needs'. So this is why it'd like to sort out the Waitrose home delivery as it helps to make life a bit easier, especially on a 'bad day'.
FYI dad has been deemed to have capacity, he's just a complete ass who refuses change and help, always has been.
And yep, all of this right under the noses of social services (HELLO SOCIAL SERVICES !!), 3 of whom (NK, RS and SM) have had the incontinence tour, but did sweet fa.
Contact the CEO (as per my post) following the guide on that page.
Contact customer services again, and ask to escalate to a manager. You may have to explain that they are elderly, extremely vulnerable and have health conditions, at that you need their help to reset and restart your account as their is a risk that they cannot get the food that they need.
Contact customer services again, and ask to escalate to a manager. You may have to explain that they are elderly, extremely vulnerable and have health conditions, at that you need their help to reset and restart your account as their is a risk that they cannot get the food that they need.
I am right in thinking a VPN doesn't impact a router, all a VPN does is 'scamble' the data that's being sent to a router, the VPN doesn't physically impact a route at all?
vaud said:
Contact the CEO (as per my post) following the guide on that page.
Contact customer services again, and ask to escalate to a manager. You may have to explain that they are elderly, extremely vulnerable and have health conditions, at that you need their help to reset and restart your account as their is a risk that they cannot get the food that they need.
Thank for all the replies and help, sorry for details, too much info I know, but things are pretty dire, not a usual situation and every now and then tend to loose my head a bit.Contact customer services again, and ask to escalate to a manager. You may have to explain that they are elderly, extremely vulnerable and have health conditions, at that you need their help to reset and restart your account as their is a risk that they cannot get the food that they need.
The last / only email response I got from customer services I replied requesting what is their procedure for making a formal complaint, but never got a reply. I did phone them back, now they're saying because I can make an order via the app it's not a problem(?), even though I still can't checkout (or make amendments) on the website from a PC.
I'll try escalating it per what you advise - many thanks.
Try a different browser and try without the VPN.
Brave might be blocking a few too many things and it's quite possible that Waitrose or their payment processor will take a dim view of transactions from IP addresses that are VPN providers.
There's absolutely no benefit in using one for most people.
Brave might be blocking a few too many things and it's quite possible that Waitrose or their payment processor will take a dim view of transactions from IP addresses that are VPN providers.
There's absolutely no benefit in using one for most people.
JJ_427 said:
Thank for all the replies and help, sorry for details, too much info I know, but things are pretty dire, not a usual situation and every now and then tend to loose my head a bit.
The last / only email response I got from customer services I replied requesting what is their procedure for making a formal complaint, but never got a reply. I did phone them back, now they're saying because I can make an order via the app it's not a problem(?), even though I still can't checkout (or make amendments) on the website from a PC.
I'll try escalating it per what you advise - many thanks.
VPNs do impact things and some services block traffic through VPNs, banks may for example. They don't scramble anything. They send you web traffic through different servers to hide your ip address and simulate it being from somewhere else. It's unlikely Waitrose would bother, but their card processor might. The last / only email response I got from customer services I replied requesting what is their procedure for making a formal complaint, but never got a reply. I did phone them back, now they're saying because I can make an order via the app it's not a problem(?), even though I still can't checkout (or make amendments) on the website from a PC.
I'll try escalating it per what you advise - many thanks.
FYI Waitrose iPhone app was updated the other day and ‘crashes’ at checkout with the never ending swirl, but the email arrives confirming it all.
Closing the app and re-opening it’s all fine and the order is present and correct.
So that is likely nothing to do with your other issue, which sounds like over-zealous ‘security’
I’d just go into the shop and ask to speak to the manager. They ultimately pick, pack and deliver your food from an online shop, and tell them you’re annoyed etc.
The iPhone app is 100% definitely a nice way to interact with Waitrose, the website went s
t years ago, iirc its security was over zealous and just a pita.
Closing the app and re-opening it’s all fine and the order is present and correct.
So that is likely nothing to do with your other issue, which sounds like over-zealous ‘security’
I’d just go into the shop and ask to speak to the manager. They ultimately pick, pack and deliver your food from an online shop, and tell them you’re annoyed etc.
The iPhone app is 100% definitely a nice way to interact with Waitrose, the website went s
t years ago, iirc its security was over zealous and just a pita.Gassing Station | Computers, Gadgets & Stuff | Top of Page | What's New | My Stuff