Tesco Online Grocery Shopping Farce

MissMack

I have been using Tesco's online shopping service for the past 6 years and have never really investigated using anyone else because it was convenient to just use the same supplier, and they haven't been too bad.

In the last five months, I have had two identical incidents which I thought I should highlight in case it affects anyone else.

Our fortnightly shops are charged to a central 'house/bills' account and on two occasions we have been unable to get home in time for the delivery. At which point we've had to reschedule the delivery to another time. However, what we've noticed on both occasions is that Tesco has charged us TWICE for the groceries and not issued a refund until we'd picked up the error from our bank statement, which only arrives around month end.

Each time we've had to supply reams of information to support our request for a refund and the customer service person hasn't been the brightest, requesting information that we've already sent through.

This highlights that Tesco are not keeping track of how they are charging their customers and are happy to let the money sit in their bank account until someone 'notices' the error. I would urge Tesco customers who have had to rearrange delivery to check their bank account in case they've been billed twice for their redelivery.

If anything this has taught me to scrutinise our bank statement, but at the same time, I'd rather move my custom to a supplier who can get it right first time. We'll wait to see how Sainsbury/Ocado fares.

MM

zppp

MissMack wrote: »

I have been using Tesco's online shopping service for the past 6 years and have never really investigated using anyone else because it was convenient to just use the same supplier, and they haven't been too bad.

In the last five months, I have had two identical incidents which I thought I should highlight in case it affects anyone else.

Our fortnightly shops are charged to a central 'house/bills' account and on two occasions we have been unable to get home in time for the delivery. At which point we've had to reschedule the delivery to another time. However, what we've noticed on both occasions is that Tesco has charged us TWICE for the groceries and not issued a refund until we'd picked up the error from our bank statement, which only arrives around month end.

Each time we've had to supply reams of information to support our request for a refund and the customer service person hasn't been the brightest, requesting information that we've already sent through.

This highlights that Tesco are not keeping track of how they are charging their customers and are happy to let the money sit in their bank account until someone 'notices' the error. I would urge Tesco customers who have had to rearrange delivery to check their bank account in case they've been billed twice for their redelivery.

If anything this has taught me to scrutinise our bank statement, but at the same time, I'd rather move my custom to a supplier who can get it right first time. We'll wait to see how Sainsbury/Ocado fares.

MM

Just wanted to say that I used Sainsburys the other week, and their home delivery was brilliant - so mcuh that I emailed the store to praise them.

Dontknowanymore

I have never had any probs with tesco, but Asda took my money twice both for an online grocery shop and instore, I had to wait a week until it 'dropped off' my bank account.

puppypants

But, if you were unable to get home for the scheduled delivery time, is that Tescos fault our yours?

Estateprincess

We used Sainsbury's two weeks ago, delivery turned up on time on a thursday evening but there were a few damaged items that we sent back - the refund was in the bank by the monday morning! I was impressed as I've heard horror stories of people having to chase refunds with other supermarkets.

MissMack

We all have those days where something goes wrong and we aren't able to make appointments. I'm not denying that not being able to get home in time was due to unforseen circumstances but I have had many instances where I have spent a full two hours waiting for my Tesco order to be delivered and it has arrived late. I haven't complained about it and Tesco refunded the delivery charge. However, a GPB5 delivery charge is a far cry from charging a full grocery bill, twice!

KxMx

We get Tesco once a month delivered and the packing standard is extremely poor. Either you have one item in one bag multiple times, or they've put the 1kg pasta, 8 tins of spaghetti and 6 of tuna in one, and the latest thing is to send only half of the shopping packed, the rest loose in the crates (and not just big items like loo rolls or bleach). As I always have it sent with bags this was taking the Pee. Customer Services couldn't care less, maybe the comments are passed on but things never improve, given up now.