Groceries not delivered - yet Morrisons still charged me £50 for it!

Shaky_Jake

I recently ordered a weekly food shop online with Morrisons. Everything appeared to go smoothly. Come delivery day and the delivery is one hour late, although their website assures me that everything is running to time and my order will be with me 'very soon'. I give it another half hour and then call Morrisons customer services, who deny all knowledge of any order. I assure them I have the order onscreen before my very eyes, and give them the order number. They cannot find it. They access my account and poke around, and yet still seem unable to find any record of an order being placed. The only explanation they can offer is that somehow my order wasn't checked out, even though I'm entirely certain it was.They apologise profusely and assure me that as they have no record of any order, I will of course not be charged for it.


Today (six days later) I discover that £43.46 (the exact amount of the undelivered shopping) has been withdrawn from my account by Morrisons. Upon visiting the website I see that under 'previous orders' the undelivered shopping is now marked as a 'successful' delivery.


How can I recover the £43.46?


I'm absolutely furious, by the way, and will certainly think twice about ever shopping with Morrisons again.

powerful_Rogue

Shaky_Jake wrote: »

I recently ordered a weekly food shop online with Morrisons. Everything appeared to go smoothly. Come delivery day and the delivery is one hour late, although their website assures me that everything is running to time and my order will be with me 'very soon'. I give it another half hour and then call Morrisons customer services, who deny all knowledge of any order. I assure them I have the order onscreen before my very eyes, and give them the order number. They cannot find it. They access my account and poke around, and yet still seem unable to find any record of an order being placed. The only explanation they can offer is that somehow my order wasn't checked out, even though I'm entirely certain it was.They apologise profusely and assure me that as they have no record of any order, I will of course not be charged for it.


Today (six days later) I discover that £43.46 (the exact amount of the undelivered shopping) has been withdrawn from my account by Morrisons. Upon visiting the website I see that under 'previous orders' the undelivered shopping is now marked as a 'successful' delivery.


How can I recover the £43.46?


I'm absolutely furious, by the way, and will certainly think twice about ever shopping with Morrisons again.

Contact your bank. Send a complaint to Morrisons.

drspa44

I'm sorry this isn't an answer to your question, but I am curious, did they acknowledge you had an account with them and had previous orders? Is it possible you have multiple accounts at the same address and they were confused and looking at the wrong one?


By all means contact your bank for chargeback advice, however you might find it is quicker to email a screenshot of the order on the website and your order confirmation email to fresh@morrisons.com, then call them again and ask them to look for the order again, giving your email address. If they still seem unsure, politely ask to speak with someone with more experience.