Morrison’s home delivery rip off!

hippygran

• On 16th December I was delivered short to the value of £147.90! (300 cigarettes for my sister, for which she had already paid me)
• The delivery was contactless due to the driver not wearing a mask and, and a vulnerable person in household, so he was asked to leave the delivery inside the porch.
• As soon as the driver left I went to bring the delivery in
• The cigarettes were missing
• I phone straight away. They said they would get back to me.
• Since then, I have been constantly told that a refund would take 3-5 days. And I have rang up several times during this time.
• Each time I’ve been told I will be refunded, they are awaiting info off the depot, and other reasons it’s taking so long.
• Today I’ve been told to take legal advice (after phoning yet again) no refund!
• Not only have I been lied to several times, but at no point have they contacted ME!
• Just a warning to those out there who may do online orders. They will NOT refund, no matter what they tell you the first 5 times or so you ring them, and they WILL not ring you back.
• 
  
• I will never use Morrison’s on line again, nor in store when it becomes safe to do so!

[Deleted User]

You do need to give them time to investigate. Especially claiming such a big loss has occurred. How do they know when a customer claims this if it’s true or not? 

hippygran

MarkN88 said:

You do need to give them time to investigate. Especially claiming such a big loss has occurred. How do they know when a customer claims this if it’s true or not

 They themselves said it would take 3-5 days. They even told me today that they were going to start from scratch as it had somehow not been updated. Would take another 3-5 days. Only when I persisted did they say the decision had been made. Yes it’s a large amount which is more relevant to a poor person like me, that a company that has made millions during the pandemic.
But the money aside the lack of response from them is pretty bad. Not once have they  rung me back as they offered to. Not once have they emailed me.
Almost everyone I know has home delivery (contactless), and whether they think I’m a liar or not, their response has been very poor.
I’m not a liar in fact, and if they looked properly at my account they would see I’m not a complainer by nature, and this money to them will be a relative small amount when compared to what I spend in a year. I buy most things from Morrison’s, apart from white goods and furniture.
Even a ‘sorry’ would have sufficed, but wasn’t given!
Someone’s had those fags - and it sure as hell wasn’t me!

[Deleted User]

I can understand the frustration but all you can do is give them time. 

Hasbeen

Perhaps being poor and having vulnerable people in the household in the middle of a Pandemic is not the right time to buy  £147+ "fags" 

Health issues aside. you still have to give morrisons time to investigate. 

KatrinaWaves

I’m not a smoker but I imagine there are a few things setting off alarm bells.

bulk buying cigarettes, is it normal to buy this many at once? I know people do from abroad to get them cheaper but from Morrison’s? And then they go missing...

buying for someone else. I would wonder why you sister didn’t just buy the cigarettes herself.

then the whole issue of using vulnerability to a respiratory disease as an excuse for why the issue wasn’t picked up quicker yet buying hundreds of cigarettes for someone else also seems a bit odd

whilst I agree cigarettes would be the easiest thing for a worker to steal and sell on, why would they risk their job for a days pay extra? 

If they are telling you to take legal action and not pursuing your complaint further, I imagine they think you are being dishonest. 

hippygran

Hasbeen said:

Perhaps being poor and having vulnerable people in the household in the middle of a Pandemic is not the right time to buy  £147+ "fags" 

Health issues aside. you still have to give morrisons time to investigate. 

Read the post!
They were not for me!
For my sister 

Barny1979

hippygran said:

Hasbeen said:

Perhaps being poor and having vulnerable people in the household in the middle of a Pandemic is not the right time to buy  £147+ "fags" 

Health issues aside. you still have to give morrisons time to investigate. 

Read the post!
They were not for me!
For my sister 

But Morrisons don't know that and would think it strange you are buying on her behalf. Did you use Morrisons Points to pay for the shop and sister was giving you the cash?

hippygran

KatrinaWaves said:

I’m not a smoker but I imagine there are a few things setting off alarm bells.

bulk buying cigarettes, is it normal to buy this many at once? I know people do from abroad to get them cheaper but from Morrison’s? And then they go missing...

buying for someone else. I would wonder why you sister didn’t just buy the cigarettes herself.

then the whole issue of using vulnerability to a respiratory disease as an excuse for why the issue wasn’t picked up quicker yet buying hundreds of cigarettes for someone else also seems a bit odd

whilst I agree cigarettes would be the easiest thing for a worker to steal and sell on, why would they risk their job for a days pay extra? 

If they are telling you to take legal action and not pursuing your complaint further, I imagine they think you are being dishonest. 

I have bought cigarettes on many occasions from Morrison’s online (she has trouble getting slots, but I’ve got a priority pass), so not abnormal for me to buy this amount as I tend to only do an order once every 3 weeks or so.
Most smokers smoke at least 20 per day, so 300 is just over 2 weeks work.
I don’t approve of her smoking myself, but she is housebound, and she will smoke if she wants to - she is an adult so it’s really up to her!
The vulnerable person in the household has not got a respiratory condition (there are lots of other reasons one can be vulnerable), but they weren’t going to smoke them anyway, so that’s totally irrelevant!

Where did I say the driver stole them? I was told on the second phone call that the driver had stated they weren’t on the van.

I imagine they think I am being dishonest, (I’m not), but why would I lie on one occasion, when I have been having regular deliveries containing the same amount of cigarettes at least every 3 weeks since MARCH! All of these have been contactless following the same procedure.

What I do know is that they weren’t stolen from the porch because I watched the whole delivery from the window, and there was no one else around.

hippygran

Those who are saying give them time to investigate, they have investigated according to them. The conclusion is no refund.
I’m just warning those who have contactless deliveries (lots and lots of people do) to be careful.

Barny1979

Is there a way to escalate or have it reviewed again?