Appalling Tesco Policy which they dont warn you about!

song_of_calliope

I don't think what they did was reasonable at all. They should have contacted you to ask whether you wanted your groceries rescheduled for delivery or refunded.

DCFC79

But why take 2 payments for the shopping, the OP had apyed for the shopping as first payment was taken but it wasnt delivered due to van breaking down s why not just keep first payment and attempt at redelivery by contacting the customer.

Harrietxxx

OP ordered one lot of shopping, due to Tesco van breaking down they were unable to deliver, OP rearranged delivery of same order. Why on earth should she be charged twice at all for one order of shopping, or am I missing something?

If the above scenario is correct I would be creating merry hell getting charged twice for the same order.

alwaysonthego_2

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Forris

Harrietxxx wrote: »

OP ordered one lot of shopping, due to Tesco van breaking down they were unable to deliver, OP rearranged delivery of same order. Why on earth should she be charged twice at all for one order of shopping, or am I missing something?

If the above scenario is correct I would be creating merry hell getting charged twice for the same order.

Yes, I'm afraid you are missing something.

Tesco picked the OP's order, then put the order through the checkout process which sends the request to the OP's bank for payment (as with any checkout). This payment never (in my experience) shows on your bank statement until a couple of days later.

The order was loaded onto the van for delivery. The van broke down and the remaining deliveries could not be completed. A refund was issued to the Op's bank account which, due to the way the banking system works, would take 2-3 days. The shopping would have been put back on the shelves, especially the fresh/short-life products.

The OP's order would have been re-booked onto the system to be picked and delivered on the next suitable day. As before, the shopping would have been picked and put through the checkout process.

There is no procedure for 'saving' the original payment and using it to pay for the 2nd load of shopping. For one thing, their may have been items on the 2nd shop that were out-of-stock and different substitutions would have been made meaning the total cost would have been different.

As has been said already, the time it takes for a refund to be actioned is due to the banking system, not the retailer. However, as an ex-Home Shopping manager, I would make couple of observations.

While not obligatory, it would have been nice for Tesco CS, when re-booking the order, to have informed the OP that it would take a few days for the refund to reach their account. This assumes that the CS are aware of his fact.

Tesco, while being the first to market with Home Shopping, now seem to consider it as a fairly low priority within its stores,although this is ultimately down to the individual Store Managers. Some stores see it as a nuisance, as it sucks up resources from other departments if not run properly. Most stores no longer have a dedicated HS manager and the department is normally part of the Grocery (dry & non-food items) budget.

Home Shopping CS is dealt with centrally, which I have always hated and actively fought against when I was at Tesco. If a breakdown happened during the early days of HS, we would do everything within our power to get the order to the customer, even if this meant delivering into the early hours of the following morning (been there - done it!). Now the procedure is to issue a refund as a first option (it should be the last IMHO).

squack

why not use a credit card that you pay off in full every month, then any refunds etc will have usually been sorted out by the time you get your statement.

unfortunately the inflexible way that the supermarkets charge for the home deliveries means that if things go wrong, such as when the snow disrupted things, your money will be tied up.

for this reason, home delivery is not always the best choice for those living on the bread line.

Broken_hearted

Tesco does this a lot yesterday they told me a payment had been declined and asked for another form of payment which I duly gave them. Both payments have come out so now I am stuck waiting to see if the first one goes back in, if not I have one hell of a fight on my hands to get it back:mad:

Storck

If at the till it has declined your payment then you have had to pay with another card the first one will go back in. What happens is they request the amount and in that process the bank ring fences that amount of money for Tesco and then decides if they are going to release it or not. If not then the money is released, usually 3 working days. This is not just an issue with Tesco it is just the way the banking system works. It is not in Tesco interest to decline a card and ask for alternative payment, they just want your money as quick as possible to keep the queues moving.

I've had a large number of people who have had this happen to return to where I work the day after to complain. When you ask them to get a statement from the bank, not online, of actual finalised transaction they never return so I presume that the money returns.

Broken_hearted

Hope so just stressed as there was no reason for it to decline, the SA said I took the card out too soon so tried to put it through again which locked my card thanks to Barclays fraud protection. They then asked for alternate tender which I gave and bam both accounts have the money gone now stuck waiting to see if it appears back.

marleyboy

sarah1972 wrote: »

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.

I don't think this is reasonable at all, it seems in this case THEY DID take the money, it DIDNT bounce so in effect THEY GOT PAID, the only thing that bounced, was the delivery and it certainly is not reasonable to assume the shopper will pay again for it and be happy because "some time in the future" they should get a refund.

My bank account is strictly set for what goes in and out and when, any "double payments", be it shopping, utilities, rent, Loan payments, mortgage payments or so on, there simply will not be enough in the bank to cover them, lets say ALL of our outgoing payment companies decide to do this and say "oh its alright, you will get it back eventually", how much do you think the bank charges will cost, exactly how overdrawn does a bank account need to be before its "not acceptable"?

The reasonable course of action from any delivery company, would have been to offer a re-delivery or a refund. Certainly not opting to take out a second payment for an item already paid for, just to be re-delivered.

I have just had my new lcd HDtv delivered, it wasn't cheap, at a cost of over £700, there is no way on Earth I could afford to pay it again if it had not been delivered on time, even with a reassuring "we will refund it for you" something I would not even consider being "nearly" reasonable or fair policy.