Tesco Grocery Online Refund Limit

whistler-alison

On Saturday I answered the door to the Tesco delivery man and he said I'm very sorry but I have got your chilled and frozen stuff but not the rest of it! Basically, only half my shopping had been put on the van. I called customer services and she offered to deliver the rest for me tomorrow, but that was of no use to me because I needed Potatoes and veg for dinner that night and I would be out most of the day on Sunday. So we went through the list of missing items for her to refund it and I also of course asked for the delivery charge to be refunded too. However, she had to go off and ask her supervisor for permission because they have a £20 refund limit. This means that if they fail to deliver items over and above £20 then their policy is not to refund you but to redeliver She came back and said because my refund came to just over that they would give me a refund (like I was supposed to be grateful). She also added that normally they would also not normally refund the whole delivery charge but only half of it because half was for delivery and half was for picking. I'm not sure whther it was the picker's faulty or the drivers fault that my shopping was not delivered but I told her it made no odds to me because I didn't have my shopping and too right I wanted the full amount :rolleyes: I also pushed to get a further refund for £2.37 worth of stuff which was on BOGOF which I had missed out on and for the added convenience I had of having to go down to sainsburys (when i was planning on putting my feet up and watch a DVD) but they would not have that. She said that they had already made the refunds to me as "a gesture of goodwill". I put it to her that in fact they were not "goodwill" payments but money they owed me given I had paid for goods and services which had not been provided. So Tesco have now lost a customer over £2.37. :mad: I understand that when I order online that items might not be in stock, but not to put it on the van or deliver it to someone else is unforgivable and it has happened three times now in the last few months, though not to the same extent. This time though, I just really resented the way they thought they were doing me a favour but giving me refunds that I was the one who was being unreasonable in not accepting a redelivery. I can't see anything on their T&Cs that they have this £20 limit, but people should be aware of it if what the girl was telling me was correct. Sorry this is so long, but it really hacked me off!

hjb123

Sounds as if you are having bad experiences with online shopping, I have to say that we have had all good experiences with really friendly drivers and great customer service when we have had any queries. Does your stuff come from a store in big city or is it quite ruralised?

Well you know what to do next time - dont go to Tesco!

whistler-alison

Hi Helen. We live in Greater London. Our shopping comes from the Sidcup Branch. They've normally been quite good - just had a few problems with them in the last few months. the girl on the phone was very nice, but it is just their attitude that gets me, that they are doing me a favour by giving me a refund for stuff I haven't had! As you have said, I have just done my shop for this weekend from Ocacdo. I used them before Tesco and never once had anything wrong with my orders at all, though at that time I wasn't using them weekly like I am now with Tesco. I used that new online supermarket comparison site and the order in fact only came to about £1.50 more than Tesco which is mostly set off by the 99p cheaper delivery charge and the convenience of having a one hour delivery slot. So Tescos can stuff it!:p

F.T.B_2

Hi Alison, I dont often come on here but when I do it is usual to find a complaint about the Tesco Dot Com operation.

As most know i currently manage the largest Dot Com operation in the South and must say that it is unusual for a complaint such as this. I can understand the complaint for missing your ambient off the order, however when you ring through to the Head Office in Dundee they should refund you immediatly without any questioning.

Firstly, was it a picker or driver error. It was defiantly not a picker error. They pick the shopping, push their trolley into the back area and then pick up the next shop. It was nothing to do with them. Depending on the store it was either a driver error or a van loader error, i would probably say driver error. When he arrived at your home he should have arranged to have got it out to you immediatly, there should have been no need for you to contact Head Office as he should have rang his manager at the store and got it out.

Next Head Office. Firstly offering the next day delivery option here is not acceptable. You do not make it clear but what she should have done is placed you on hold whilst she rang tha dot com manager and arranged to get it out today. The reason is that the shopping has already been picked and therefore it is cost effective to get it out the same day, otherwise the shopping has to be put back on the shelves that day and the repicked the following day for yourself.

This £20 limit for refund is the first I have heard of it and i have been managing Dot Com for 2 years just over. Unless it has been bought in last week (as i have been off) then it is news to me. They will usually refund immediatly and i cannot understand this myself. Obviously they do not want to lose over £20 worth of sales by refunding, hence they are supposed to offer same day redelivery, however to refuse to refund is madness and unheard of by me.

whistler-alison

Hi FTB. Thanks for your input.

Just to clarify, I didn't have to argue for the refund of the undelivered goods or the delivery - I was just arguing for the refund of a further £2.37 for what I would have got by way of the specials offers. It was the refund of £2.37 that was refused on the basis that they had already shown their goodwill (her words not mine) by refunding the delivery and the missing goods. To go back to my original post in which I say they have a limit to refunds was probably not putting it the right way, as it could imply they refused to refund over that amount and that didn't happen. She did actually said to me we are not supposed to give refunds when it comes to over £20 - it is our policy. Perhaps she meant in the sense of without permission - I don't know (she did have to keep running back to her supervisor).

When I answered the door, the driver said the goods hadn't gone in the van and that I should phone them up. Then, when I called the Dundee office, she did ask me if the driver had made any effort to rectify the situation and when I said that he hadn't she said that he should have arranged redelivery with me (as you said) and apologised and said she would call me back so she could speak to the driver. It turned out that the shopping had been delivered to another address but they couldn't say where, so it does seem like it was a driver or loader error. And probably also what prompted the comment that they would also normally only refund half of the delivery charge.

A week down the line, I think why was I fussed about £2.37? But at the time I was upset and angry that my Saturday had been mucked up and I had to go to the dreaded, expensive, busy Sainsburys (which is why I pay to have my shopping delivered). If I was in Tesco's position I think I would have said sorry we have only delivered half your shopping, we will refund your undelivered goods, the delivery paid and as a goodwill gesture we will give you something like free delivery on your next order or £5 worth of clubcard points. But they didn't. They told me that refunds they had given me for shopping and services I hadn't had were goodwill payments and they fought with me for ten minutes over £2.37. Which made me more angry and upset. And it is this, telling me that they had done me a favour, is what really got up my nose and why I am not planning doing any more shopping with tesco for at least the time being.

F.T.B_2

I understand where you are coming from and there are obviously a problem that you have encountered. However the people that you have informed of your grievance are based in our Head Office in Dundee and often do not give complaints the respect they deserve. I have lost many customers through incompetence of someone sitting in a call centre.

I would strongly suggest you pop a letter in the post explaining what you have stated here,

Delivery was messed up, next day was all that was offered, you had to fight for a refund, you are disgusted with service etc.

Send that letter to the store for the dot com manager and they will deal with it "in-house". You should find the results will differ hugely.

D&DD

Tesco were due to deliver between 9-11 this morning..no sign of them and no phonecall to say they are delayed,can I claim back my delivery charge??

CheeseOnToast

I would if it was my shopping!

Turning_into_scrooge

This is the reason i stopped shopping with Tesco on line i do my shopping in person now. They were absolutely hopeless

barjam_2

my hubby is a dot.com driver and he says that many a time when he is taking his basket off the van to deliver to customer he realises that all the shopping isnt there and he has to to tell the customer,..... for ftb to say it was a driver error, how can you say that? the picker might pick the shopping but how do you know if they have put the shopping in the correct place or the van loader has actually put it in the correct numbered baskets for the correct van, all in all its a human error but to point the finger at the driver without knowing who is at fault i think is a bit harsh, :rolleyes:

F.T.B_2

barjam wrote:

my hubby is a dot.com driver and he says that many a time when he is taking his basket off the van to deliver to customer he realises that all the shopping isnt there and he has to to tell the customer,..... for ftb to say it was a driver error, how can you say that? the picker might pick the shopping but how do you know if they have put the shopping in the correct place or the van loader has actually put it in the correct numbered baskets for the correct van, all in all its a human error but to point the finger at the driver without knowing who is at fault i think is a bit harsh, :rolleyes:

If you read my post i said it was probably a driver error. If you husband is a Dot Com driver then i dont actually know where you are getting your facts for your post from.

Firstly the OP said she was missing all of her ambient items, therefore how can it be a picker error. They pick the shopping and then they push their trolley into the back area. Then they leave it and walk away. Then another member of the team turns the trolley around. They pull off the full trays and replace them with empties. They put this into the right area for the right van. This isnt hard as the van is written on each tray.

Then the van loader, if the store has one loads the van. If the store doesnt have one it is the drivers responsibility. Regardless of who loads the van it is up to the DRIVER to check their van. They know how many orders they have for that trip and exactly how many trays they have for that trip. If this driver in question had 10 drops to do then he would have only had 9 orders on the van when he left the store because he left the OPs ambient off. So he obviously didnt check his van as he is required to do and therefore he is at fault, nobody else.