Appalling Tesco Policy which they dont warn you about!

gigglinggoblin

First post, hope no one minds that it is a rant! I wish I had been informed of this so I am passing it on to as many people as I can.

Ordered grocreies from Tesco as I have done lots of times before. Got a call to say van broken down, cant deliver. Rearranged for 2 days after (which was bank holiday Monday)

Day after delivery they take the money for the shopping that was delivered - AND THE SHOPPING THAT WASNT!

I spoke to 3 people to rearrange delivery. Not one of them warned me that this huge lump of money would disappear from my account. I rang to complain, I was told thats policy, dont worry, it will be refunded in 3 - 5 days. What good is that? I wrote to complain and have had pretty much the same thing except they have blamed the banks for taking so long. Not themselves for charging me for the second lot or even for not warning me which would have been something.

I think it is absolutely shocking that they can just clear out your bank account without warning and they couldnt care less. I will be writing to the office of fair trading but I doubt I will get anywhere, its probably better to just let people know so if you are ever in this situation they dont surprise you with the same.

If anyone has any comments I would be pleased to hear them, it would be nice to have others opinions if I am right to be angry or if this is completely reasonable of them.

hellokitty08

I probably wouldnt shop online at Asda ever then either!

POPPYOSCAR

I know it must be really annoying but if that is their policy all you can do is continue to complain and hopefully get a goodwill payment out of them probably £5.00 of your next shop or something.I find Tesco Direct a pain sometimes, as twice now when I have had something delivered to the store for collection, when I have got there some of the order has been missing.Once I complained so much, as it was a present and I could'nt get back to the store that they said they would deliver it when it came in and they did.But I find with tesco it all depends who you talk to.

sarah1972

I think its completely reasonable of Tesco, they need to make sure you pay for your shopping so if they delivered and then took the money and it bounced, how would they get paid?

I do understand that its annoying as you didnt get your shopping but I think its right of them to take the money and then refund you.

It is also the bank that makes it take 3 - 5 days to clear so thats not Tesco fault.

Sorry but you dont have a leg to stand on, if its there policy then thats it. I think you will find that most supermarkets are similar.

gigglinggoblin

I am not complaining at the lack of delivery. I am complaining that they took the money twice for one lot of shopping and they didnt bother to say they were going to do it. They must have known they were going to do this before they took the second amount but they didnt bother to tell me, nor did they think to not charge me the second time which was for the same lot. If I had been told I could have made the decision not to rearrange delivery if I couldnt afford to lose over a hundred pounds for the best part of a week.

3Dogs

So does that mean that if she did not have enough left in her bank account to pay for 2 lots of shopping (I certainly wouldn't) then they could not deliver the 2nd time?

gigglinggoblin

They would have left it because neither payment went out before the shopping arrived, both went out the day after. Not sure what would have happened re bank charges and my credit rating if that happened.

sarah1972

gigglinggoblin wrote: »

I am not complaining at the lack of delivery. I am complaining that they took the money twice for one lot of shopping and they didnt bother to say they were going to do it. They must have known they were going to do this before they took the second amount but they didnt bother to tell me, nor did they think to not charge me the second time which was for the same lot. If I had been told I could have made the decision not to rearrange delivery if I couldnt afford to lose over a hundred pounds for the best part of a week.

I think its still right what they did,
They would have issued the refund which would take 3 to 5 days to appear and also then taken the money for the 2nd shop.

So x amount taken
then x amount refunded
then x amount charged again.

gigglinggoblin

It was

shopping delivered
x amount taken
x amount taken
x amount refunded 5 days later

I realise they request it before the shopping arrives but they knew the refund would not happen before the second payment was taken and they thought that was fine. The argument that it might bounce doesnt work because the payments both came out after the shopping arrived, if the payment for the first delivery bounced I would have had the shopping for 3 days before they knew about it

sarah1972

gigglinggoblin wrote: »

It was

shopping delivered
x amount taken
x amount taken
x amount refunded 5 days later

I realise they request it before the shopping arrives but they knew the refund would not happen before the second payment was taken and they thought that was fine. The argument that it might bounce doesnt work because the payments both came out after the shopping arrived, if the payment for the first delivery bounced I would have had the shopping for 3 days before they knew about it

Thats the order it happened in your bank but not necessarily the order Tesco did it in as you say?

And I know what you mean about having your shopping for 3 days if it was going to bounce, but they hold the amount from your bank and it is only fully processed once your shopping is delivered. If that makes sense?

I do know what you mean about it being annoying and also not many people can afford for that to happen.

Sarah xx

gigglinggoblin

sarah1972 wrote: »

Thats the order it happened in your bank but not necessarily the order Tesco did it in as you say?

And I know what you mean about having your shopping for 3 days if it was going to bounce, but they hold the amount from your bank and it is only fully processed once your shopping is delivered. If that makes sense?

I do know what you mean about it being annoying and also not many people can afford for that to happen.

Sarah xx

Yes, tesco did it in a different order but they knew how it would happen in my bank. You really think its entirely reasonable for them to do this and not even bother to mention it? What if I needed to put petrol in my car to get to work the following day and couldnt? Would my boss think it was reasonable for me to take the day off with pay because Tesco dont see why they should have to inform their customers they will be taking moneyout of their account as they please?

The fact that it is their policy to take the money twice when they know customers will not get the refund before the second payment goes out and they dont bother to mention this is what I am angry about. Is that bit reasonable? It would only have taken 15 seconds to tell me, I could have said dont deliver it then and I wouldnt have been put in this situation. But they would have lost out that way which I imagine is why they dont make a point of telling people. Batter for them if us mere mortals go without rather than them losing a few quid profit