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Left store without paying for click & collect!

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Hi all,

I ordered a bunch of Christmas stuff from Waitrose (about £40 worth) and my mum collected it as I was at work. She said she collected it from the click and collect desk and they just handed it over and wished her a good Christmas. She then did her own shopping, paid for those bits at the self-service checkouts and left the store.

She assumed I’d paid for the order online (as per most online shopping!), when in fact I had not. It does clearly state on the confirmation email that you should pay for your items at the checkout, but she hadn’t seen this email.

Obviously I am mortified and to be honest stressing a bit over it. I am going to call the store when they open tomorrow and ask how I can settle the amount owed but technically speaking we’ve stolen £40 of food from Waitrose! Will we get in trouble for this even though it’s an honest mistake?!

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  • Abbafan1972
    Abbafan1972 Posts: 7,018 Forumite
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    I don't shop at Waitrose but do online shopping with Asda where you checkout the order and put card details in - your card is charged when your shopping is delivered/collected.

    Is this not the case with Waitrose then?
    Striving to clear the mortgage before it finishes in Dec 2028 - amount currently owed - £40,750.02
  • BSW89
    BSW89 Posts: 89 Forumite
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    I don't shop at Waitrose but do online shopping with Asda where you checkout the order and put card details in - your card is charged when your shopping is delivered/collected.

    Is this not the case with Waitrose then?

    No! And I think that’s where the confusion has come from, my mum assumed I’d sorted out payment when I ordered it. I totally accept it’s my mistake for not emphasising to my mum that she needed to pay on collection, but I’m also a little bit frustrated with Waitrose for not making it clear when she collected the order that she still had to pay for it at the checkouts :( so I hope they are ok about it when I call them...
  • Silvertabby
    Silvertabby Posts: 9,198 Forumite
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    Don't fret. Waitrose should know you/your mum made an honest mistake, otherwise you wouldn't be ringing them to say that you owe them £40.
  • BSW89
    BSW89 Posts: 89 Forumite
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    Also to be honest I assumed they would ask for payment when she collected it, so it would be obvious to her that she needed to pay.
  • Lorian
    Lorian Posts: 5,749 Forumite
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    Is it actually possible to do click and collect without paying at the point of order?

    I'm surprised they let you do that. I know whenever I use if for JL orders to be picked up I have to pay in advance.
  • BSW89
    BSW89 Posts: 89 Forumite
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    Lorian wrote: »
    Is it actually possible to do click and collect without paying at the point of order?

    I'm surprised they let you do that. I know whenever I use if for JL orders to be picked up I have to pay in advance.

    For John Lewis orders that is the case, but not for Waitrose Entertaining.
  • Abbafan1972
    Abbafan1972 Posts: 7,018 Forumite
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    I think I was getting confused with grocery orders.

    I know with Argos you can reserve items and pay for them on collection.

    I assumed when you said Waitrose, you meant groceries?
    Striving to clear the mortgage before it finishes in Dec 2028 - amount currently owed - £40,750.02
  • TREVORCOLMAN
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    BSW89 wrote: »
    Hi all,

    I ordered a bunch of Christmas stuff from Waitrose (about £40 worth) and my mum collected it as I was at work. She said she collected it from the click and collect desk and they just handed it over and wished her a good Christmas. She then did her own shopping, paid for those bits at the self-service checkouts and left the store.

    She assumed I’d paid for the order online (as per most online shopping!), when in fact I had not. It does clearly state on the confirmation email that you should pay for your items at the checkout, but she hadn’t seen this email.

    Obviously I am mortified and to be honest stressing a bit over it. I am going to call the store when they open tomorrow and ask how I can settle the amount owed but technically speaking we’ve stolen £40 of food from Waitrose! Will we get in trouble for this even though it’s an honest mistake?!

    As you have said it was an honest mistake. I cant imagine them being funny with you when you call them. Rather I think they should be pleased that you are honest.
    I am NOT a mortgage & insurance adviser - or anything to do with finance, that was put on by the new system I dont know why?!
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