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Morrison’s home delivery rip off!

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  • hippygran
    hippygran Posts: 209 Forumite
    Part of the Furniture 100 Posts
    edited 29 December 2020 at 8:28PM
    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.  :/
    They were not for me, they were for my sister who is housebound, but chooses to smoke. I have no say in that - she’s an adult and has full mental capacity!
    Morrisons say they have investigated. No refund.
    They didn’t let me know, they proper gave me  the runaround, and were quite prepared to do it again today! Oh and they promised to ring me back within 48 hours every time I rang them. They didn’t.
    Customer service was naff.
  • Barny1979 said:
    Is there a way to escalate or have it reviewed again?
    I asked to speak to a manager or supervisor and was told no!
    I have emailed complaints, but they haven’t replied as yet.
    May I thank you for not being judgmental as a lot of others seem to be?
    We are actually a non-smoking household! 😂
  • Barny1979
    Barny1979 Posts: 7,921 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    I think you've just got to wait for the Customer Services response, as that's where you'll get most traction, as if customer services say no, they should have an escalation process.
  • A_Lert
    A_Lert Posts: 609 Forumite
    500 Posts Third Anniversary Name Dropper
    Small claims court is your route for a final decision. But unfortunately it comes down to your word against theirs. I can see why Morrisons are unwilling to refund such a large amount.
    For what it's worth, Tesco and Sainsbury's delivery drivers will wait until I have taken the shop in and had the chance to check it. They don't just drop and dash. I've caught items listed as picked but not delivered a fair few times, and also misdelivery of other people's orders to me. If Morrisons are working in a way that prevents customers from catching these errors, that's poor by them.
  • I know you keep saying your not dishonest. Which I’m not arguing you are, I’m sure your telling the truth. 

    You have to look at it from their point of view though, their paperwork has obviously indicated the item has been picked, packed and dispatched and subsequently delivered. 

    They have no way to prove different and you have no way to prove it either. There not just going to hand over hundreds of pounds on the say so of a customer. 
  • hippygran said:
    • 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 cigarettes were missing
    That was lucky, she had a narrow escape there.
    Retired at age 56 after having "light bulb moment" due to reading MSE and its forums. Have been converted to the "budget to zero" concept and use YNAB for all monthly budgeting and long term goals.


  • You have to look at it from their point of view though, their paperwork has obviously indicated the item has been picked, packed and dispatched and subsequently delivered. 

    At one point they told me the driver had said the cigarettes weren’t on the van!
  • Barny1979
    Barny1979 Posts: 7,921 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    I'd hazard a guess someone earlier on the delivery round has inadvertently received the cigarettes. 
  • Pollycat
    Pollycat Posts: 35,785 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Savvy Shopper!
    hippygran said:
    At one point they told me the driver had said the cigarettes weren’t on the van!

    At what point in your complaint was that?
    Can you get proof of this (call recorded?).

    It sounds strange that someone at Morrisons would say that and then they decide not to refund.

  • A_Lert
    A_Lert Posts: 609 Forumite
    500 Posts Third Anniversary Name Dropper
    Unless they mean they're not on the van after the delivery.
    But like Barny1979 says, if an item is misdelivered to another person and that person keeps quiet about it, any checks Morrisons could do won't catch that.
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