Ocado - overcharging?

Jazziboo

Hi
Does anyone know why Ocado debit more than your total shopping amount? So last night I placed an order to be delivered the following day. There are no weighed items and only 4 items that are on offer (the offers are still live and show as a "-" on the receipt). My order total including delivery came to £120.86. However this morning (day of delivery) have debited my account £127.29. I really don't know where the extra £6+ has come from as they have since sent me a receipt again stating £120.86 as the total. 

And its happened before where I placed an order that came to £70 and they attempted to take £78 at the time (similar circumstances as now next day delivery and no weighed items and the offers still live). When I contacted them they just gave a generic answer of weighed items and offers affecting the price...which didn't make sense as my confirmation and receipts stated the lower amount.

mikb

Have they actually debitted your account (as in taken the money) or just reserved it/ring fenced it to make sure you have the funds to cover the items + a small percentage for any price increases/mis-weighs?

Jazziboo

mikb said:

Have they actually debitted your account (as in taken the money) or just reserved it/ring fenced it to make sure you have the funds to cover the items + a small percentage for any price increases/mis-weighs?

Yes they've actually taken the money. 

mikb

Well that's not right then!

OK, so your question to them should be -- when are you going to refund the overcharge, or should I be speaking to my bank about a chargeback? Generic answers aside, you ordered £X worth of goods, you have a receipt for £X payment -- you should not find your bank account debitted by more/less than that.

If no joy with Ocado, show copy of the receipt to your bank and ask them to take it as a complaint.

sarah1972

Something not right there. 

Every time I have Ocado, its pending/ring fenced and then once delivered and accepted, its charged onto my card.  They aren't taking back bags at the minute but when they were, I used to get an email after delivery saying your shopping is £x and you gave us back so many bags at 5p so thats £y - Final charge is £z. And then it was charged 

mikb

I hope it is just a misunderstanding/bad presentation of the transaction in the online banking app. Seems a bad business plan to actually overcharge customers beyond their receipted amount and then mumble stuff about why it might be acceptable

DCFC79

OP any news on this ?

MrsStepford

I haven't experienced that and I wouldn't put up with it. I have been a smart pass holder since 2012. Ditched the for a few months then went back. Not been able to get a slot so Money For Nothing, as it were. I've ditched them for good and gone back to Waitrose. 

tracable

This has just happened to me too! I have looked into it and it is VAT!! ok I understand vat is added to some products but surely this HAS to be added to the final checkout so you can see what you will be paying, they include the packing and carriage so why not the VAT!! I have just complained I’m furious, not because VAT is charged but because of they way it is ‘hidden’ from us at check out!!!