Morrison’s home delivery rip off!

IvanOpinion

Part of the problem is that they have probably heard it all before.  Less honest people contrive every possible scam and lie trying to get something for free, which means an honest person who has a genuine problem has to go through 'the process'.  This is an incredibly busy time of year and therefore I am sure they may have a backlog of issues and scams they are trying to clear - so it may take a little bit longer than usual.

Do not take it personally, they are not accusing you of anything, they are not lying, they are not deliberately withholding money from you ... they are simply following 'the process'

Pollycat

IvanOpinion said:

Part of the problem is that they have probably heard it all before.  Less honest people contrive every possible scam and lie trying to get something for free, which means an honest person who has a genuine problem has to go through 'the process'.  This is an incredibly busy time of year and therefore I am sure they may have a backlog of issues and scams they are trying to clear - so it may take a little bit longer than usual.

Do not take it personally, they are not accusing you of anything, they are not lying, they are not deliberately withholding money from you ... they are simply following 'the process'

According to the OP, they are not going to refund so it sounds like according to Morrisons, their process already has been completed.

hippygran said:

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.

hippygran said:

• Today I’ve been told to take legal advice (after phoning yet again) no refund!

This sounds odd to me.

Would a retailer advise a dissatisfied customer to take legal action? (I don't do online shopping, I don't use Morrisons, I can't recall having a problem with a retailer). Unless that comment was as a result of something the OP said.

[Deleted User]

Pollycat said:

IvanOpinion said:

Part of the problem is that they have probably heard it all before.  Less honest people contrive every possible scam and lie trying to get something for free, which means an honest person who has a genuine problem has to go through 'the process'.  This is an incredibly busy time of year and therefore I am sure they may have a backlog of issues and scams they are trying to clear - so it may take a little bit longer than usual.

Do not take it personally, they are not accusing you of anything, they are not lying, they are not deliberately withholding money from you ... they are simply following 'the process'

According to the OP, they are not going to refund so it sounds like according to Morrisons, their process already has been completed.

hippygran said:

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.

hippygran said:

• Today I’ve been told to take legal advice (after phoning yet again) no refund!

This sounds odd to me.

Would a retailer advise a dissatisfied customer to take legal action? (I don't do online shopping, I don't use Morrisons, I can't recall having a problem with a retailer). Unless that comment was as a result of something the OP said.

It is odd. 

All my years as a manager in retail, I from time to time had to refuse refunds in certain circumstances but I’d never advise them to take legal advice. 

IvanOpinion

Pollycat said:

IvanOpinion said:

Part of the problem is that they have probably heard it all before.  Less honest people contrive every possible scam and lie trying to get something for free, which means an honest person who has a genuine problem has to go through 'the process'.  This is an incredibly busy time of year and therefore I am sure they may have a backlog of issues and scams they are trying to clear - so it may take a little bit longer than usual.

Do not take it personally, they are not accusing you of anything, they are not lying, they are not deliberately withholding money from you ... they are simply following 'the process'

According to the OP, they are not going to refund so it sounds like according to Morrisons, their process already has been completed.

hippygran said:

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.

I had spotted that so the next part of 'the process' is escalation (which they also claim to have tried, but were not clear on the route taken - they have to follow whatever the process is).

scot22_2

Hippygran I'm with you.  My inclination, not necessarily has to be yours would tell, not threaten, then if not resolved within week you will go to media.
Have you looked at making use of small claims..  Sad when people need to be judgemental.

clive0510

Morrisons do 2 products I like which I ca not get elsewhere. and for this reason I am considering moving my on line shop from sainsburys to morrisons. but not so sure now. also not sure how good the availability is for shopping slots. sainsburys I have found to be very good. 

theoretica

Sounds to me as though customer service have been telling you all sorts of things and contradicting themselves - I am not sure I would take them saying they have completed their investigation and won't refund as any more true than the rest they have told you.  Rather than phoning, can you move to a written contact so you have a record of everything they tell you?

greyteam1959

If you paid by credit card why not try the chargeback route ??
Citing 'Goods or Services Not Supplied'??

jonesMUFCforever

greyteam1959 said:

If you paid by credit card why not try the chargeback route ??
Citing 'Goods or Services Not Supplied'??

Presumably as Morrisons have already stated no refund they have concluded that the cigarettes were delivered and they would challenge the chargeback. I also do not think you can chargeback part of a transaction - it is all or nothing.

hippygran

I have complained to the complaints desk about the way this has been handled, but as I think customer services probably deal with complaints too, I’m not even expecting a reply!

My overriding issue is the way this has been dealt with, even more than the financial loss. Different and contradictory statements (none of which I recorded as I saw no need, and wouldn’t even know how to record a phone conversation!).
Not getting calls responded to, or returned when promised, etc etc.
No reply to my email etc etc.

Really poor customer service! An apology would have sufficed initially!
But I’m really cross with them now, and am currently trying to find details of CEO to escalate.
I really just wanted to warn people out there that this can and does happen!
This is the first (and last) time it’s happened to me, and I’ve had dozens and dozens of deliveries since early March, from Morrison’s and also local shops, and have had NO problems previously.