Tesco Price Change

bridgebear

I was on the Tesco website doing an online shop, I added Stella Artois 18 X 440ml to my basket for £12. On the day of delivery I noticed extra cash had been taken from my account. I looked at the Tesco website and on the morning of delivery the Stella was still priced at £12. I left it a couple of hours and checked back to see the price had increased to £13. My question is am I within my rights to expect the product for the £12 it was being advertised for on the morning of the delivery? Or am I expected to pay the extra which only showed on the website three hours before my delivery was due?

alanq

What was on the delivery note? Worth checking at the time of delivery and refusing any good for which the price has changed. (The price that applies is the price in the store at the time the order was prepared).

"When your order is delivered you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on the Grocery website is unacceptable."
http://www.tesco.com/termsandconditions/termsconditionsGroc.htm

For non-perishable items you are still entitled to a refund but I am not sure if Tesco takes returns when making later deliveries. It may be that you need to return the item to a store.
"So long as the item you want to return is not perishable, you can also return it to any Tesco store within 28 days from delivery (you will need to bring proof of purchase with you)."

bridgebear

The price on the website at 9:40am was £12 and they had taken the cash out of my bank before that time and charged me £13 even though the price on the website had not changed till the afternoon, the product was not on special offer or timed to say when it would revert to being full price either.

I don't walk in to a supermarket collect something from the shelf and expect the price to have gone up by the time I get to the checkout, so why should I expect to be charged different amounts if doing internet shopping?

glentoran99

bridgebear wrote: »

The price on the website at 9:40am was £12 and they had taken the cash out of my bank before that time and charged me £13 even though the price on the website had not changed till the afternoon, the product was not on special offer or timed to say when it would revert to being full price either.

I don't walk in to a supermarket collect something from the shelf and expect the price to have gone up by the time I get to the checkout, so why should I expect to be charged different amounts if doing internet shopping?

This from their terms, so perhaps it had gone up in store before the website was changed,

Please note that the prices on our Grocery website are guide prices only. The actual price you pay will be the price charged in store at the time your order is picked for delivery. The actual order value cannot be determined until the day of delivery because the prices stated on the website may vary either above or below the prices in store on the day your order is picked and delivered.

Either way send them a tweet, normally pretty good and will probably help you out

EllieWellie

Contact them via their "Contact Us" form on their website (provide your order number) and explain that you were charged £12 which was the advertised price at the time of order, and still was at 9.40am this morning. Request that they refund the overcharged amount to your account. On the few occasions that I've been overcharged or not had a discount applied I've used this method, and they've apologised and refunded me.

alanq

Tesco will point you at the terms & conditions you signed up to.
"Please note that the prices on our Grocery website are guide prices only. The actual price you pay will be the price charged in store at the time your order is picked for delivery."

You have no right to buy the item at the lower price. It may be worth trying for a good-will gesture. As I pointed out you do have a right to return the goods for a full refund - though this may not be convenient or worthwhile.

This sort of thing is a pain and one reason many people avoid ordering online.

bridgebear

Thank you for all the comments and help, I just wanted to know where I stood legally on this issue as the supermarkets seem to be getting away with murder with their T&C (though not literal murder, but close). If it happens again I'll just refuse the items that have increased in price, but can't see me ordering with them again as their minimum spend is increasing to £40 per order later this month, and with all the financial difficulties Tesco has had recently I can't see why they are making it more expensive for people to do an online shop, customers will just go elsewhere.

glentoran99

bridgebear wrote: »

Thank you for all the comments and help, I just wanted to know where I stood legally on this issue as the supermarkets seem to be getting away with murder with their T&C (though not literal murder, but close). If it happens again I'll just refuse the items that have increased in price, but can't see me ordering with them again as their minimum spend is increasing to £40 per order later this month, and with all the financial difficulties Tesco has had recently I can't see why they are making it more expensive for people to do an online shop, customers will just go elsewhere.

It is costing them money,


http://www.dailymail.co.uk/news/article-2707071/Supermarket-giants-lose-100million-year-online-delivery-services-Cost-delivery-means-effectively-paying-customers-shop-them.html