Tesco.com overcharging on groceries

RegularShopper

Anyone shopping online please check their final bill. I ordered 65 items yesterday of those delivered today 22 had been overcharged. I have checked and the offers are still valid for several weeks yet on 20 of the items but I was charged the full price. On 1 non offer item items ie Tesco mini corn on the cob 4 pack it shows £1 but I was charged £1.70. Ritz crackers were a 10p overcharge.
Called Tesco.com they said they would call back but didnt after a few hours I called again, they said they had overcharged but it was up to me to check every item and tell them the overcharge so they could refund me. Why do I have to do their job, do they not know their prices? I asked if they could refund my order and recharge at the correct prices as I am working and don't have the time right now. I was told it was up to me to do it. A £10 voucher has arrived in my inbox but it seems a tiny amount compared to the fines for overpricing they would face if I pursued this and now I have to phone them and go through it line by line. What about all the customers who may not have noticed the over charges. My bill should have been £102 but I have been charged £125, a nice day for Tesco if they had got away with it
Thoughts please from the community

sarah1972

RegularShopper wrote: »

Anyone shopping online please check their final bill. I ordered 65 items yesterday of those delivered today 22 had been overcharged. I have checked and the offers are still valid for several weeks yet on 20 of the items but I was charged the full price. On 1 non offer item items ie Tesco mini corn on the cob 4 pack it shows £1 but I was charged £1.70. Ritz crackers were a 10p overcharge.
Called Tesco.com they said they would call back but didnt after a few hours I called again, they said they had overcharged but it was up to me to check every item and tell them the overcharge so they could refund me. Why do I have to do their job, do they not know their prices? I asked if they could refund my order and recharge at the correct prices as I am working and don't have the time right now. I was told it was up to me to do it. A £10 voucher has arrived in my inbox but it seems a tiny amount compared to the fines for overpricing they would face if I pursued this and now I have to phone them and go through it line by line. What about all the customers who may not have noticed the over charges. My bill should have been £102 but I have been charged £125, a nice day for Tesco if they had got away with it
Thoughts please from the community

You say that you dont have time to work it out as you are working but then you say that your bill should of been £102 and you were charged £125 so why not call them and tell them that and they will refund the difference for you?
Its obviously an error and they have said that they will refund the difference so I dont really see what the issue is.

You were overcharged in error, they have said that they will refund the difference. Job done.

alanq

I calculate, check and note the checkout price of my order. If the delivery note price was significantly different without a satisfactory explanation I would refuse to accept the delivery.

One thing that I find confusing is that the email confirmation of Tesco orders lists the items ordered and prices but excludes multi-buy discounts. The actual deliveries have come with the discounts applied....so far.

alanq

Thanks for the warning I will keep an eye on my delivery tomorrow. These things should not happen. However...

I don't understand your objection to working out the overcharge yourself. If Tesco said that they owed you £x would you just take their word for it or work it out and check that they were right? If you claim a figure and Tesco agrees then there is no chance of you coming back later to tell them that they got it wrong again. Didn't I read recently that in store Tesco refunds double the difference for mispriced items?

RegularShopper wrote: »

it seems a tiny amount compared to the fines for overpricing they would face if I pursued this

I doubt that a shop would be fined for a pricing error unless there is evidence of a deliberate attempt to mislead or errors were not corrected promptly.

RegularShopper

re- checking prices myself, I thought it would be good customer service on their part to work out how much they have overcharged me, as for me just telling them the total, unfortunately they didn't want it that way, I did tell them the difference but they had to check line by line. I have now done this for them over the phone to 3 different managers as I being passed around. Each one totally accepts the price overcharge my original point was as a warning to check your final online bill as the dotcom center manager and online customer service manager had nothing on their system that would tell them if a price is wrong charged against the main tesco website. so Tesco Hoi sin pork ribs 520g show as £ down to £3 and will show on your order confirmation at £3 but I was finally charged £6.
Tesco will do the refund for the difference plus a £10 goodwill so I have not lost out but please check your bill as to quote the manager 'I cannot ever tell if a customer is being overcharged at my store until they ring in to complain'.
Sorry if this seems petty to some but I just wonder how many orders Tesco have managed to accidentally over charge by around 25%.

jenfa

I don't shop online but in my experience Tesco are the worst for having offers showing on shelves that do not come off at the till, I never ever leave Tesco without checking my bill and 90% of the time I have been overcharged on at least one item. Trouble is when I have my son with me as concentrating on the offers and him is not always easy, it also relies on my memory.

Tamsy

Happened to me charged me extra and for items I didn't receive so much for convenience. Now I don't bother shopping online.

claire111

Its obviously an error and they have said that they will refund the difference so I dont really see what the issue is.

You were overcharged in error, they have said that they will refund the difference. Job done.

The problem is that the frequency with which this occurs is too often for it to be 'accidental ' ......

I have had to check every single online order for the past few years and I'm bored of doing their job for them now.

Last week I was overcharged £7 on a joint of meat. Yes of course, they refunded £7 (but not a penny more) so I'm off to Mr Waity, who may well be just as bad but at least I won't be subjected to quite so many 3 for 2's ...

tafer2uk

I hardly use Tesco anymore because of their poor customer service. They did exactly the same to me except one slight difference I noticed something wasn't right and pointed out the pricing errors to the driver, he told me to to 'contact customer services and they will refund the difference and if they can't they will contact him to collect the items'. Customer services didn't want to know and refused to send the driver back and blamed me for accepting them.

The worst experience I had though was booking a shop to be delivered to a holiday cottage for our arrival. After it was 30 minutes late I contacted them and they allegedly contacted the driver and told them that he was just 'running late' An hour later it still hadn't arrived so contacted them again and they said there had been a problem with the payment card and they could no longer deliver the order as it was too late (10:30pm). I asked when this revelation had occurred and why I had been informed an hour earlier that everything was fine and they said they didn't know but there was nothing they could do!

And they wonder why their profits continue to slide!:rotfl:

MysteryMe

sarah1972 wrote: »

You say that you dont have time to work it out as you are working but then you say that your bill should of been £102 and you were charged £125 so why not call them and tell them that and they will refund the difference for you?
Its obviously an error and they have said that they will refund the difference so I dont really see what the issue is.

You were overcharged in error, they have said that they will refund the difference. Job done.

It's not "an" error though, it's 20 errors or about a third of the order and the overcharge is significant in relation to the total. Having been informed of their error it should be up to the person making the error to sort it out, not the customer who presumably is using the online service for convenience and saving time.

alanq

I have had a delivery this morning. None of the multi-buys - all of which were valid until October - were applied. Also an eCoupon was not applied. I did not get a normal delivery note just what looks like a screen print so I am guessing that the normal system was not working and some sort of inadequate fall-back system was being used instead.

Please check your bills carefully.