Tesco home delivery prices shock!

FreelanderTwo

I decided to try an online shopping last Sunday and choose Tesco because the prices looked good. After selecting multiple items on price offers, I choose the first available delivery date of Tuesday. I was emailed a receipt detailing everything I had purchased (totalling £350) and confirming the Tuesday delivery slot - everything sounded great.

On Tuesday, the Tesco driver delivered everything as planned and we started filling our cupboards with groceries. When finished, we noticed the price on

the new receipt we were given was £446 - a whopping £96 more than expected.

When I queried this, the store manager said the prices had gone up last night and the customer will be charged the £96 more to their credit card. He said there was nothing else he could do about it and we had to either accept the new prices or give all the shopping back. I choose to give them it all back.

I was flabbergasted and complained to Tesco Customer Service that afternoon but they said the prices can indeed change from finalising your online receipt up to the delivery date and being charged the new price was correct. I was also annoyed that Tesco could proceed with the delivery and add the £96 on without telling us in advance!

Surely, this cannot be Tesco's policy? And what kind of customer service was this?

Can anyone tell me if this is correct and if so, please warn other online shoppers about this unexpected twist!

warby68

When you were checking out there would have been a warning that offers were ending before your delivery slot and asking if you want to continue.

MalMonroe

warby68 said:

When you were checking out there would have been a warning that offers were ending before your delivery slot and asking if you want to continue.

No, no there wouldn't. Because the price you are given in advance and on the confirmation email is the price the goods will cost on the day of delivery. We had loads of Tesco deliveries before we switched because of very rude and unhelpful delivery drivers.

MalMonroe

After having deliveries made by some really rude Tesco drivers and complaining about them but Tesco didn't care, we switched to Sainsbury's. We have no complaints whatsoever. The delivery drivers are lovely and if we ever phone up to complain about any dodgy pricing or goods incorrectly delivered we get an instant refund, no questions asked. And if you buy a 'delivery pass' it's cheaper anyway. 

MalMonroe

FreelanderTwo said:

I decided to try an online shopping last Sunday and choose Tesco because the prices looked good. After selecting multiple items on price offers, I choose the first available delivery date of Tuesday. I was emailed a receipt detailing everything I had purchased (totalling £350) and confirming the Tuesday delivery slot - everything sounded great.

On Tuesday, the Tesco driver delivered everything as planned and we started filling our cupboards with groceries. When finished, we noticed the price on

the new receipt we were given was £446 - a whopping £96 more than expected.

When I queried this, the store manager said the prices had gone up last night and the customer will be charged the £96 more to their credit card. He said there was nothing else he could do about it and we had to either accept the new prices or give all the shopping back. I choose to give them it all back.

I was flabbergasted and complained to Tesco Customer Service that afternoon but they said the prices can indeed change from finalising your online receipt up to the delivery date and being charged the new price was correct. I was also annoyed that Tesco could proceed with the delivery and add the £96 on without telling us in advance!

Surely, this cannot be Tesco's policy? And what kind of customer service was this?

Can anyone tell me if this is correct and if so, please warn other online shoppers about this unexpected twist!

Being charged £96 extra is totally unacceptable. Make a formal written complaint. I'd also contact Citizens Advice. 

We shopped at Tesco in the past, as I've said but they always charged the price that would apply on the day of delivery. If this has changed now, it's ludicrous. A couple of pounds here or there isn't much to worry about but £96!! No. 

MysteryMe

I feel so sorry for you, that is a horrendous rise in price. You did the right thing sending it back, it's not right that you received no warning when the offers were due to expire.
I've never used Tesco for deliveries and rarely shop there but I know other supermarkets have information advising when the special offer is set to expire. I know when I use Waitrose and it's on offer I always check to make sure it does not end before I have the delivery / collection.  

elsien

It is in the terms and conditions, and FAQ

”When you make an online order, the total amount is shown as a ‘guide price’. This literally means how it sounds – the ‘guide price’ is only a guide, therefore it might be higher or lower than the actual bill you receive for your order.

Here are some reasons for this:

• Between placing your order and getting it delivered, there may be new promotions, for example, an offer on a sweetcorn multipack. This is typical of price changes that may affect the final basket total.

Yours seems to be a larger amount than usual but I’m not sure a complaint is justified given those are the terms you agreed when you made the order,
The other side of the coin is that the amount you pay can go down if new offers kick in. Would  you object if that were the case? 

CocoM2020

MysteryMe said:

I feel so sorry for you, that is a horrendous rise in price. You did the right thing sending it back, it's not right that you received no warning when the offers were due to expire.
I've never used Tesco for deliveries and rarely shop there but I know other supermarkets have information advising when the special offer is set to expire. I know when I use Waitrose and it's on offer I always check to make sure it does not end before I have the delivery / collection.  

Asda don’t? And they don’t tell you on Twitter either as I have been caught out with them. Tesco, did post on their site the dates their deals were on to and it seems still do. Seems their deals started on the 9th Sept. Don’t know about others as we don’t have a lot of choice where I am. 

FreelanderTwo

warby68 said:

When you were checking out there would have been a warning that offers were ending before your delivery slot and asking if you want to continue.

When checking out, it gave no such warning - so I’m assuming the offers were not finishing.  

FreelanderTwo

elsien said:

It is in the terms and conditions, and FAQ

”When you make an online order, the total amount is shown as a ‘guide price’. This literally means how it sounds – the ‘guide price’ is only a guide, therefore it might be higher or lower than the actual bill you receive for your order.

Here are some reasons for this:

• Between placing your order and getting it delivered, there may be new promotions, for example, an offer on a sweetcorn multipack. This is typical of price changes that may affect the final basket total.

Yours seems to be a larger amount than usual but I’m not sure a complaint is justified given those are the terms you agreed when you made the order,
The other side of the coin is that the amount you pay can go down if new offers kick in. Would  you object if that were the case? 

I would prefer the price at checkout to be the price charged. Nothing more and nothing less. Apparently the other supermarkets do that. Seems horrendous customer service to end by taking the shipping back like that. Surely sticking to the original price on this occasion then pointing it out to the customer would be better on all counts. Tesco obviously still make a profit and customer is happy and shops there again. 

CocoM2020

No they don’t - Asda it’s the price on the day.