Tesco - Charge for no delivery then drag feet over giving refund

beefturnmail

On two occasions now, Tesco have failed to deliver groceries ordered , charged for them anyway, then dragged their feet about giving a refund. Appalling company. Ring customer services and told to wait 3-5 days for a refund. Why do I have to wait 3-5 days when Ocado can refund within the hour? complaints (even Executive complaints) are useless. Then eventually you get vouchers as 'compensation' but these are unusable as they don't deliver! Learnt my lesson though. Never EVER using them again

rach_k

Has the money actually gone out of your account for the shopping? Whenever anything is missing from my delivery, I email them and they arrange the refund. Yes it takes a couple of days (I believe this is a banking system issue, the same as in most shops), but the payment for the groceries doesn't go out for 3-5 days after the delivery anyway so I'm never actually down for something that didn't arrive.

beefturnmail

Yes it has definitely been charged to my credit card and is out of my account - on both occasions for the failed delivery.

3-5 days is a nonsense. Ocado were able to process a refund which showed up (on the same card as I'm asking for one from Tesco), within an hour of my call to them. It's possible to process refunds quickly if they really want to. The problem (as demonstrated on a much more major and public scale), is that Tesco are frankly, useless.

I still don't have an explanation as to what happened to my groceries the first time this happened - they shouldn't even charge without a signature on delivery.

pullenuk

beefturnmail wrote: »

... they shouldn't even charge without a signature on delivery.

Then good luck getting anything delivered from anywhere online if that's your attitude.

Different companies have different services. I bet it says in the terms and conditions something like up to 5 working days for a refund. You agreed to that on ordering. Doesn't matter if ocado can do it in an hour. You ordered from tesco. If you don't agree with the way they do things vshop elsewhere?

tomtontom

Why did you need a refund from Ocado, a problem there too?

ben_m_g

We used to use Tesco delivery when OH was pregnant and I was working shifts.

Deliveries where often late, rarely had an apology, sometimes they where dumped at the doorstep (great for heavily pregnant women on their own) sometime they just didn't turn up at all. No warning no phone call.

The worse was when we had a delivery booked from 5pm - 7pm (or similar), 7 o clock came around and no shopping.
Called them up, to be told that the driver was running late, the same story at 8pm.

More phone calls and more excuses "he's just finishing his last two deliveries then will pick up yours" etc.

Until 10pm I get a phone call telling me that the driver didn't turn up and "could I come and collect my shopping" as its "all waiting for you".

She couldn't understand why I was annoyed..

artbaron

I think it depends very much on your region. I've been getting five Tesco deliveries a month every month for six years and only once have they been late (and they texted me before-hand), and on the rare occasion they make an error the refund is very quick and there's no quibble.

beefturnmail

pullenuk wrote: »

Then good luck getting anything delivered from anywhere online if that's your attitude.

Different companies have different services. I bet it says in the terms and conditions something like up to 5 working days for a refund. You agreed to that on ordering. Doesn't matter if ocado can do it in an hour. You ordered from tesco. If you don't agree with the way they do things vshop elsewhere?

My 'attitude' is that if I order something online and pay for it, I expect for it to be delivered; not for it to not turn up, then to be charged anyway and have to make several phone calls and wait around 3-5 days for a 'refund' - I'm not in the business of loaning large corporations money, interest-free, for up to 5 days.

It would be different had I received the goods, and there was a problem with them which meant I asked for a refund, but (as I said) I received nothing. So what what it says in the terms and conditions, Tesco agreed to deliver the goods to me when placing the order, but didn't do so. It knew it had not delivered them, as I rang them several times around the time of the agreed time to say the order had not arrived. Therefore it should never have charged me in the first place and once it did, it should rectify the situation once I inform them - and pronto - it is physically possible for it to refund in 3-5 days so when it has screwed up, it should do so regardless of what it's t&c say.

I am shopping elsewhere - at Ocado - they refunded no problem (and within the hour) when there was a issue with one of the items I ordered

merlin68

I gave up in the end one week no freezer food, another no dog food and a third no milk. What use are online vouchers when they forgot your dinner.

brightonman123

might be quicker to dispute charge with your bank, as a 'goods not supplied'

Helix

beefturnmail wrote: »

I am shopping elsewhere - at Ocado - they refunded no problem (and within the hour) when there was a issue with one of the items I ordered

I have had refunds from Ocado before and they have taken at least 72hrs. It's how the banking system works, nothing Tesco or anyone else can do to change that.