Tesco: not honouring our online order. Where do I stand?

alisonsmokey

Hi,
To cut a long story short, I have been saving tesco clubcard points for two years in the hope that it would pay for my wedding champage.

Tattinger was recently on a great offer in stores and online reduced to £22 a bottle. We wanted 12 bottles for the wedding and as such, each store we visited did not have enough bottles. It was not a mistake as we actually successfully bought one bottle in store for New Years Eve and was not told it was an error.
We registered online and saw the same offer. We placed an order on 30th December (the offer ran until January 5th)
Payment was taken from my points vouchers and I actually put £120 towards the order from my credit card too. Delivery was arranged for this evening - 6th January.
We received an email today to simply state that our order has been cancelled and a refund of the total amount made to my credit card. We called customer services to find out why and they said we should have had a call about this. We had not. They then went on to say that it was a delivery problem and that the champagne did not arrive in their warehouse. (I looked today and Tattinger is still listed as available on their website!!!! but now it is back up to full price!)
Had we been called, we would have been reasonable and rearranged delivery for a later date - We realise the adverse weather has affected deliveries and are not unresonable people. However, They did not offer to do this and simply refunded us the day after the champagne went off offer.
They also refunded the total amount to my credit card. Now, the clubcard points can be used in much better ways than a simple pound for pound transfer - e.g. restaurant vouchers which give you four times the amount on your voucher.)
I do not find this acceptable. Where do I stand? Do they have to honour the offer price? If I don't have a leg to stand on, can I ask them to put the money back onto clubcard vouchers so that I can use them in a more economic way?? I am extremely unimpressed!
Thank you for your help

SallyForth_2

Might be too late now, but I thought Tesco operated a policy where, if they have a special offer on, and there is none left on the shelves, you could get a promise slip (probably from Customer Services) which will honour the price when you next go in and they have more stock. I haven't used it in years though.

Otherwise, maybe if you pushed the fact it was for you Wedding, they might let you have some at the offer price.

willo65

Don't you get the price on the day of delivery not the day of order so in your case if delivery was 6th and offer finished 5th you would have had to pay full price anyway. it normally says on offer items "The items below are only available for deliveries on or before 19 January 2010" with the relevant date.

AfterDark

willo65 wrote: »

Don't you get the price on the day of delivery not the day of order so in your case if delivery was 6th and offer finished 5th you would have had to pay full price anyway. it normally says on offer items "The items below are only available for deliveries on or before 19 January 2010" with the relevant date.

Willo is correct you wouldn't have got the offer anyway, as your your delivery has to be made on or before the promos end date. I'm sure you want to spend a few hours reading through there T&C's you find it stated in there. As for the clubcard vouchers they will no doubt be some clause in that as well. Could try emailing them, I always find i get a better reply if it's writen as you can keep a record