Whats tesco wines playing at?

chrissyy2007

I am absolutely disgusted with the abysmal customer services and company practices.

Prior to Christmas I joined Tesco wine direct. The initial reason was because there is not much of a selection within the nearest store. At the time I ordered a case of wine but during the same period I went on a day trip to the city and ended up purchasing wine there.

I telephoned Tesco wines and they cancelled the order before delivery. At the same time the lady I spoke to advised me that if I didn’t order a case each month one would be sent. I told her that as I only ever purchase wine for special occasions or as an investment it was therefore pointless being a member. I like variety but a case of wine a month would be far too much for me.

She said she would take me off the wine list. I asked her if it would still be possible to receive the brochures in case something special came up that I wished to purchase and she said it wouldn’t be a problem.

Everything went great until May 25th. Once every two months I travel to the city to buy things which you can not get in a rural area like where I live. As it is an extremely expensive journey I can only afford to do it once every two months. On arrival to the city I went to the bank to withdraw funds and was informed I only had £20 left in my bank account. They told me that two payments of £72 had been taken from my account at noon and as they were ‘pending’ there was nothing they could do. I of course informed them that whoever was taking the money was doing it fraudulently but they said that they could only do something about it when it had actually been taken.

This meant that the hassle and expense of getting to the city had been a complete waste of time and money. I do not believe in overdrafts and so I can only use what I have.

On return home I discovered a letter through my door saying two cases of wine had been delivered. I immediately telephoned customer services and they gave me another number to phone. I phoned this three times in total and was answered three times costing me money but when I chose the option to speak to someone it would just ring, ring and ring again all the time increasing my phone bill.

The next morning I phoned again and spoke to an absolutely charming tesco representative. He told me that he couldn’t understand why the case had been sent in the first place as I had never received any wine before and had been taken off the list. He told me he was puzzled as to why a case would be sent almost 6 months after I had originally joined because if I had been an active member I would have received one every month. He blamed a system glitch. He also told me that for some unknown reason the ‘system’ had not only erroneously sent me the wines but had duplicated the order too. He said he would organise a pick up and refund my money within 3 to 5 working days.


I told him I have direct debits and will receive charges for returned direct debits and he admitted complete liability and said he would make good any charges. Fortunately the three companies concerned took out the money later than they should have and my earnings were paid early resulting in them going out the same day I was paid. This was pure luck however.
True to his word the wines were picked up the following day but my refund is a different story.


Every day since I have checked my bank account and the money still hasn’t been returned to me. Enough is enough I thought so I phoned customer services again last week at yet further cost to myself. The gentleman I spoke to, although polite, was one of the most unhelpful people I have ever come across. I explained the situation and he said the system does not make mistakes! I asked him why I have not been refunded my money for an order I never made and was returned to yourselves and he replied it was not on the system as being returned. He typed away and then said that they had been returned but it wasn’t updated and he would organise payment within 3 to 5 working days. I commented that this seemed like another system glitch on a supposed system which doesn’t make mistakes and he remained quiet.

I informed him that I had already waited longer than 3 to 5 working days and had already waited almost 2 weeks in real terms. He said there was nothing he could do.

Tesco as a company often offer customers a price match guarantee for mistakes they make with shelf labelling and yet all I have had is expense after expense due to numerous phone calls to not only Tescos but the companies whose direct debits were being paid to (as well as the embarrassment of having to phone them), expensive journey to the city when it proved futile due to you taking my money out of my account without my permission, not to mention the interest they have got from my stolen money. Granted it won't be much but its mine nonetheless.


The irony is I only drink Shiraz and the cases they sent weren’t even that.

I want my money back and I want it now! So what do I do?


Tried phoning and its a waste of time. Tried emailing Terry Leahy but that is probably futile as chairman is now Sir Richard Broadbent and I don't have his contact details. Tried filling out their complaints email form but they don't give you enough space to tell them the problem and posting a letter will cost even more money because the nearest post office is over 4 miles away and buses will charge more than a fiver.


I think if it continues like this it will end up costing me more money through expenses than I will get back. Even though they have effectively stolen it.