Silly Tesco

MamaMoo_2

Last month I ordered an Innotab 2 via Tesco direct, and picked it up in store. Today, I have received an email saying

Dear MamaMoo,
We're sorry, but we're unable to complete your Tesco Direct order XXXXXXXX.
We work hard to make sure we have no problems with our deliveries, but in this case, we got it wrong.
The items affected are:
VTech InnoTab 2 Learning Tablet, Blue
The total refund that has been processed is £50.6
We've already started your refund - it usually takes 3-5 business days for any payment to appear in your account
We are very sorry for any disappointment this may have caused, but hope that you choose to shop again soon with Tesco Direct.
Kind Regards,
The Tesco Direct Team

There's obviously nothing in my account as yet, but I want to know where I stand if it does.
I've emailed them to say that I actually collected this order in store (albeit the store just handed it to me without checking my debit card etc) and therefore am not due a refund.
If they refund the money, can they then just take it back out, or would they have to write to me first? (I'm thinking of moving the money into a savings account until they ask for it back, so wouldn't want them attempting my debit card with little/no funds in the account)
Obviously I don't expect this item for free, but I've emailed them, just wondered what else I should do if they don't get back to me etc?

gollum007

Sounds to me like it never went through the PDA.
If the PDA wasn't working, they ought to have written the parcel number down in the red book and tapped it in later/ called the helpdesk.

Obviously as they haven't done that, from there, the parcel would have shown up as missing on the daily audits, and would finally have been written off as a loss, hence why the system has now automatically cancelled the order and processed a refund.

Never actually had someone complain about being refunded by mistake, so I dunno what head office's reaction is likely to be TBQH.

-Gollum

Zandoni

I feel that supermarkets do all they can to con their customers into parting with as much cash as possible. If they done this to me I'd just think payback time

arcon5

I suspect they can just take it back out, since you authorised for them to deduct £x for your account which through their own fault the money is with you still. Although if the balance is insufficient only you would know whether it would be rejected or be forced in to an unauthorised overdraft... This will determine what you do. If it would be rejected then put it in an interest account waiting for them to ask for the money to be repaid

melbell

gollum007 wrote: »

called the helpdesk.

Have you ever called 55999? When I was a student working in the PFS for Tesco they never wanted to help and their grasp of english wasn't the best.

They moved EMS from Worcestshire to abroad too.

MamaMoo_2

arcon5 wrote: »

I suspect they can just take it back out, since you authorised for them to deduct £x for your account which through their own fault the money is with you still. Although if the balance is insufficient only you would know whether it would be rejected or be forced in to an unauthorised overdraft... This will determine what you do. If it would be rejected then put it in an interest account waiting for them to ask for the money to be repaid

I'm just thinking that as the authorisation (which is what is usually valid for 6 months) has already been collected upon, and then refunded, whether that initial authorisation would remain valid?
If not, I'm not sure I'm happy with Tesco using my card details again without informing me first. In fact, I shan't be happy if I find out they still have a copy of my card details.
If they contact me, I'd be more than happy to pay them, I just don't particularly want them helping themselves willy nilly when the error is theirs and I've been honest enough to bring it to their attention

somethingcorporate

Well since you've been refunded you have that money sat there for when they do take it out.

I agree with your logic though, if they have already taken payment using an authorisation I doubt it would be valid to be used again so expect if they do spot this then they will call to ask for the money.

I guess the ball is in their court - you may get an unexpected xmas pressie from Mr T!

MamaMoo_2

somethingcorporate wrote: »

Well since you've been refunded you have that money sat there for when they do take it out.

I agree with your logic though, if they have already taken payment using an authorisation I doubt it would be valid to be used again so expect if they do spot this then they will call to ask for the money.

I guess the ball is in their court - you may get an unexpected xmas pressie from Mr T!

Yes, but what I was wondering is whether I could move it into a savings account until they ask for it back? If they can't take the money out without notifying me first, then I can do that and transfer the money back to my current account when they ask for payment, maybe making me a pound or two in interest, depending on how long they leave it.

pulliptears

Surely it would be better to contact them now, say "look I think there has been an error somewhere" and avoid all the hassle of watching, waiting and transferring the money to other accounts.

You have the goods afterall.

MamaMoo_2

pulliptears wrote: »

Surely it would be better to contact them now, say "look I think there has been an error somewhere" and avoid all the hassle of watching, waiting and transferring the money to other accounts.

You have the goods afterall.

If you read my first post, I have already done this.

pulliptears

MamaMoo wrote: »

If you read my first post, I have already done this.

Emailing them rarely works. You need to call them.