Tesco Hudl - order (and Christmas!) cancelled by them ?

Hillards

Earlier today I ordered a HUDL from Tesco.com. It all went through their system, allowed me to double up our clubcard vouchers and left £10 to pay, which I did.

The system was a bit problematic as it froze once, but I was able to go back to the basket and continue on to payment, and confirmation of order. I got an email to confirm as well.

Then, this afternoon, they sent an email to CANCEL the order. No explanation other than they 'got it wrong'.

They are refunding the payment, so £10 goes back to my card but the clubcard points will go back on our clubcard account. We are in the 'Christmas Saver' scheme so that means these points will not be available until NEXT YEAR now.

Not only has my daughter got to be disappointed that we cannot get a HUDL for her but now we can't afford to buy a replacement present either. What a total shambles !

I'm disabled and on a meagre allowance and pension. I save the clubcard points so I get a boost in time for buying Christmas presents. It's the first time I've ordered online like this, and that's only because the local 'Extra' store say they cannot reserve any.

I tried to telephone, there's a message about 'unforeseen circumstances', but nobody available. The online 'chat' is also out of service, at 4.10 on a weekday afternoon ?

I've had to send a message via their website, which will probably take them days to read then say they can do nothing about.

The HUDL is still available to be ordered online, I just tried and it happily let me start another order. I now see that the colour options will be available tomorrow, so it's not that they don't have any.

Really annoyed about this ! http://static.moneysavingexpert.com/images/forum_smilies/angry-smiley-030.gif

Own_My_Own

When they made an error with one of my orders the clubcard vouchers went back on my account so I could respend them immediately.

HTH. OMO x

Hillards

Own_My_Own wrote: »

When they made an error with one of my orders the clubcard vouchers went back on my account so I could respend them immediately.

HTH. OMO x

Thanks for that, I will have to wait and see but the email they sent says "As you used Clubcard double up vouchers on your original order, we have credited the original value of 5,450 Clubcard points on to your Clubcard account" which is most distressing !

Own_My_Own

I would maybe try ringing them again tomorrow. They are very helpful once you get through.
Technically you have not used the vouchers, so they should be able to re-order using them again.

singingsister

Exactly the same thing has happened to me!

Hillards

Response from Tesco says:

"I have posted a question to our support teams about this and I am waiting for a responce but I am unaware of any issues we are having with our black Hudls.

As soon as I know more I will be in touch with you. I will also replace the order once I know more. I will also have your vouchers redeemed so you dont have to worry."

I'll see what happens...

singingsister

I just managed to get through to Tesco and the problem is a stock issue but apparantly more black Hudl's are due in tomorrow.

The customer services "manager" I spoke to said they can't replace the order automatically as the order would cancel as there's no stock so it would automatically cancel like the orders we have already placed and had cancelled. They said there is no way to set it to reorder automatically once stock is back.

Once stock is in we can place the order on the website but they have to take payment again as the payment for the first order has already been refunded.

However it takes 3-5 business days to go back on our account so if you do place an order before you see the refund in your bank you are effectively out of pocket and it's tough!

Hillards

Amazing, a company of that size not being able to control simple things like stock :-O

I've had another message and they say they will call me to resolve the issue. Seems they've called and left a voicemail, must have been while I was out of the room as I didn't hear the phone.

I can't afford to pay again, no doubt I'll now have to wait for my account to receive the refund, by which time they'll have sold out again.

Having said that, the red, blue and purple ones are due in stock on Tuesday as well.

geewhiz

Hillards wrote: »

Having said that, the red, blue and purple ones are due in stock on Tuesday as well.

How to you check when stock is due? It keeps letting me add a blue hudl to my basket then removes it at the checkout!

ShineyChez

I ordered a Hudl last night using clubcard vouchers and my order was also cancelled shortly afterwards. Have just spoken to the Tesco Clubcard "helpline" and they have told me I have to wait 30 DAYS for my Tesco clubcard points to be refunded to my acccount and then wait until FEBRUARY for them to be converted into vouchers again!!!!:mad:

singingsister

I had a call from customer services. They had Blue and Red Hudl's in only and no stock of Black or Purple due (even though I was told different last night!).

Whilst I was on the phone she spoke to another team who did something to the points and basically re-placed the order using the vouchers I had used. I did have to pay another £69 which means in effect I am £69 out of pocket until the refund from the cancelled order comes through but I'm worried if I wait until the end of the week to see the refund, they might be out of stock again!