Morrison's Error or Theft?

PAWTH

Shielding I placed an order with Morrison's which was delivered on the Friday expected and on time. No receipt with delivery. One item was missing and several damaged so I went on to their website and diligently completed their form, submitted it (I didn't receive a copy) and got an email from their customer services (an oxymoron) informing me it had been received. Over the weekend I noticed a couple of other issues, such as food use by date for the day after delivery and an offer I had taken mistakenly as their website, unlike others, doesn't inform you if you have selected the offer correctly or in fact have not completed an offer. So I responded to the first email informing them of the not fit for purpose goods etc. 
I waited, no response came and I sent them another email informing them that they had not responded and then a few days later I sent yet another asking why nobody had contacted me etc. By day 11 I was so angry I sent an email to their Chief Operating Officer, a Mr.Trevor Strain. He immediately ..... I jest, he, a Director, like everybody else just ignored me, after all I was only a customer and obviously we don't matter especially during these strange and difficult times when, as suggested on various forums, they are too busy profiteering from us requiring additional assistance, including those who are not necessarily computer savvy or able to check orders as there is no paperwork sent to check it against, and the order hasn't been through a till process.
If I had walked out of their shop without paying for my breaded fish, a cost of £3.50, there would be a blaze of lights and sirens,  a huge hand would appear from above pointing at me and burly security guards would have chased after me hauling me back into the shop so everyone could see me with a huge sign up saying "look we've caught a thief".  I've never stolen anything from a supermarket, but in my head that's what would happen. My question therefore is, If I would have committed theft immediately I walked out of Morrison's shop without paying, now, over 2 weeks since taking money from my account without supplying the good and without responding to me from numerous emails, at what point are Morrison's open for to be called a thief?  I cannot see the difference between me walking out the shop with a good and not paying for it and them taking money for a good and not supplying it. Please advise?

Jono111

I can only imagine they think your tale is a bit fishy.

yksi

You seem to be under some kind of illusion that shop workers on minimum wage would risk their safety to crash-tackle you over a packet of breaded fish.

PAWTH

lol @ fishy, it's totally true. I'm having a go at the company not the staff, please don't read something that isn't there, and it is actually an important question. I would have thought it basic practice to run picked items through a till and produce a receipt to go with the goods which would prevent errors. Secondly I would have thought a company like Morrison's would have a customer service that actually responded to messages sent on their system that they direct you to. Thirdly, I've paid for something I don't have, it's a principle. in this case it is £3.50 plus the damaged goods. at what level should Morrison's respond or have action taken against them, £10 or £25 or £50 or more? Just because they are a company does not put them above the law. If I had walked out without paying they would prosecute. What is the difference then of me paying for goods and them not delivering? Would it be different if it was a washing machine for instance and they failed to deliver at a cost of £350? Theft is theft. If I am committing an offence by not paying then surely they are taking money under false pretence by not delivering, and if that is by error, then does failing to rectify the matter give cause to company criminality or when does it become a criminal matter, after 2 years? 

keithdc

If your emails are anything like your posts to this forum, I suspect they are still trying to read and understand them! 

Communication that is specific and concise will generally create the best results.

Aylesbury_Duck

As advised above.  A lot of incoherent  rambling isn't going to get your complaint resolved satisfactorily.

davidmcn

PAWTH said:

My question therefore is, If I would have committed theft immediately I walked out of Morrison's shop without paying, now, over 2 weeks since taking money from my account without supplying the good and without responding to me from numerous emails, at what point are Morrison's open for to be called a thief?  I cannot see the difference between me walking out the shop with a good and not paying for it and them taking money for a good and not supplying it. Please advise?

No, what they've done does not constitute a crime. And even if it did, it would be a matter for the police to investigate and the CPS to prosecute, not something which would give you any additional consumer rights.

And these days the police aren't likely to get involved for trivial shoplifting incidents anyway.

ElefantEd

I would view £3.50 as a well spent lesson to avoid ever shopping at Morrisons again, if that's your experience with them.

gettingtheresometime

I think the advertising slogan 'it's good to talk' is quite apt here.

warby68

No - hypothetical shoplifting and a couple of problems with an online shop do not equate.
It could well be your emails have been going nowhere - confimations/acknowledgements usually don't accept replies. If you haven't had even an acknowledgement from Trevor, that email might not have reached target either.
If you aren't technically proficient as you say, try the telephone customer service after checking your payment method for refunds.
Keep a sense of proportion
Shop elsewhere - its easier now the shielding programme has ended.

SuperHan

I don't actually understand what's gone wrong.
Morrisons have always been really good at refunding items here and there for me, you do 'Request a Refund' online (which isn't quite a form, but assume this is what you've done) and a couple of days later it comes through (the last time I did this it was literally the next day).

And it does warn you if offers are incorrect - one of the pages before you checkout shows you all the incomplete offers in your basket, I'm not sure what else they can do.

Maybe try being more clear and concise in your correspondence and you may get further. I continue to shop with Morrisons FOR their customer service being better than the other online supermarkets!