Rebecca K.

I placed an order online with Cotswold Outdoors for a Garmin GPS watch on 26th March. I made the purchase using Klarna which was authorised. The website advises that this qualified for next day delivery.

On 27th March, rather than the delivery of the watch, I received an email saying the order was delayed due to the 'current climate' and for 'staff safety'.

On 29th March, having had no further information, I emailed Cotswolds for a delivery update. I received an email back advising that such purchases are subject to further in-depth checks and they would notify me when when the item is dispatched. Later in the afternoon I received an email advising that the order had failed a security check and had been cancelled.

I contacted customer services as I was somewhat confused and wanted further information as to why my order had been cancelled. After many phone calls i was informed that my personal data had been passed to a third party for means of a security check. I was advised that high value purchases are subject to further security scrutiny as I could potentially falsely claim that I had returned the watch and fraudulently request a refund!

I enquired as to what personal data that I had provided had been shared to a third party without my consent? Also what information do they hold that would flag me as a fraud risk? I am advised that they can not give me this information.

During a further telephone conversation, I was informed that they made the decision in association with Klarna. I contacted Klarna and they advise that they run a security check at the time of purchase and they authorised payment and they had no concerns with the transaction.

Cotswolds now advise that if I visit a store and purchase the Garmin with Klarna, this will be successfully authorised but they will not honour the purchase online.

Cotswolds also I form me that if I use a different payment method online, they will dispatch the watch immediately.

During a telephone conversation this evening with a customer service supervisor, I was assured that they do not have any negative data or black marks against my personal data but they are concerned that purchases of Garmin watches purchased online with Klarna can be fraudulent (even though Garmin watches are available on the website to be purchased using the klarna facility) and that for reasons unknown to him (or it would seem, anyone else in the company) they have decided that I am a security risk and they will not fulfil the order.

It would appear that Cotswold Outdoors freely discriminate against people using certain payment methods and feel it is within their gift to brand me a fraudulent customer based on information that they claim not to have?!

If you don't want your personal data sharing with a third party and you don't enjoy being called a criminal, don't shop at Cotswold Outdoor!