Tesco Online Billing is inaccurate

eggyboy1

On receiving my delivery yesterday, I thought that the amount I was finally charged was more than I was expecting. After painstakingly checking through the order email and the receipt I was given, I could see that I was overcharged by £11.40. On speaking to Tesco customer service team they apologised and advised they would refund £11.40 back to my card. When I pointed out that Tesco usually double the difference if you have overcharged in error, i was told that this was not the policy for online orders. Why is this? What is the difference? It took me almost an hour to work out where they had overcharged me and most would have struggled to piece together where thing has gone awry from the email confirmation and receipt that I was given.

I believe that the way that Tescos record online orders is fundamentally flawed, making it very difficult to see exactly how much one should be paying for one's groceries. None of the promotional savings are shown on the order email and only appear on the delivery receipt. If delivery is some time after the order was originally made, it makes it very difficult to check! Is this why they do it? It certainly smacks of deception and would make me think twice about ordering online again and I have been shopping at Tesco for over 20 years

On speaking to the Tesco customer service agent, he seemed to wilfully miss the point that if I had not checked my order, I would not have realised their error and Tesco would have pocketed my money.

It was more a case of "well done for spotting our error. Here (grudgingly) is your money back, we look forward to your next order."

I wonder how many other people this has happened to and I would urge all online shoppers to double check your receipt against the email order!

See my complaint on facebook below and either like/comment to put pressure on tesco to do something about this. They will never rip me off, but I fear that others will unwittingly fall foul of this.

Please see their facebook page. Complaint was made by Dan Bray. I was unable to post a link here.... if a moderator is able to, please post the link as a reply

sarah1972

There have been quite a few posts about exactly the same thing over the years so you are not alone unfortunately.

You say that none of the promotional savings are shown on the order email and only appear on the delivery receipt. That is because you pay the price on the day that it is picked and delivered not the price on the day of ordering.

Its a mistake, you called them and they have refunded you, job done.

alanq

sarah1972 wrote: »

That is because you pay the price on the day that it is picked and delivered not the price on the day of ordering.

That is the sort of excuse Tesco tried to fob me off with. However, if when ordering it says an offer applies two weeks into the future AND one takes a delivery one week later AND at that time the offer is still showing online when the delivery is made it does not apply.

Something very wrong occurs from time to time with Tesco's computer systems and there is no excuse.

https://forums.moneysavingexpert.com/discussion/4997581

Morglin

It should come up in green on your online order form the offers your delivery date will qualify for, and in red if it will have expired.

Lin