tesco DTD question on home delivery

manchestersaver

Hi
Just a quick question I just had my Tesco delivery and when checking off the items I realised that I was overcharged for some nappies I bought.
They were priced at £11.99 each or 2 for £15.
I ordered 2 packs.
I was charged £23.98 so I rang home delivery customer services and he said I am not entitled to DTD as that is only instore and as a goodwill gesture he will refund 1 pack.
Is this correct does anyone know?

bazzyb

Yes it's correct, because the prices on the website can change between you placing the order and it being picked for delivery. The wording for DtD states in-store, and specifically mentions shelf edge labels:

What shall I do if I've been overcharged?
In the unlikely event that we charge you more than what is advertised on the shelf edge or on the product, please visit our Customer Service Desk with your receipt for a double the difference refund.

The wording for online orders does not mention DtD:

Are the prices on the website and mobile app the same as in-store prices?The groceries you order from us will be picked, by hand, in the home delivery store closest to where they are to be delivered.The price you pay for groceries ordered online or via our mobile app is the one charged in that store, on the day your order is picked and delivered. Discounts from any special offers, such as 'Buy One Get One Free' will be deducted from your bill on the day of delivery.What is the guide price?The prices on the Grocery website and our mobile app are only guide prices. This is because:When your order is put together for delivery in store, the actual price may have gone up or downPrices of some products might change, between when you place your order and when it's deliveredIf your Personal Shopper has to weigh items like fruit and vegetables, it's difficult to say what the exact price will be