Online Grocery Shopping - Refunds

[Deleted User]

We have been using Morrisons and Ocado for our shopping for well over a year due to CV19 shielding. It is interesting how differently the two supermarkets manage refunds. Recently, we had an Ocado order and a milk bottle was split covering all the contents in one container with milk. We were told by the delivery lady to list all the contaminated items and claim a refund. The refund was made in a couple of days. 

Today, we received a delivery from Morrisons with a pack of eight yoghurts with a BB date of yesterday. You would think that we were trying to empty the Bank of England. I was told that these things do not happen; we will need photographic proof etc. When I asked what the procedure was when an item had been missed off the order, I got the same response ‘we will send a request for evidence’.

sarah1972

[Deleted User] said:

We have been using Morrisons and Ocado for our shopping for well over a year due to CV19 shielding. It is interesting how differently the two supermarkets manage refunds. Recently, we had an Ocado order and a milk bottle was split covering all the contents in one container with milk. We were told by the delivery lady to list all the contaminated items and claim a refund. The refund was made in a couple of days. 

Today, we received a delivery from Morrisons with a pack of eight yoghurts with a BB date of yesterday. You would think that we were trying to empty the Bank of England. I was told that these things do not happen; we will need photographic proof etc. When I asked what the procedure was when an item had been missed off the order, I got the same response ‘we will send a request for evidence’.

I think they should all ask for phographic evidence if the delivery driver hasn’t seen the problem. They probably lose millions in so called missing/damaged/out of date stuff. 

[Deleted User]

I disagree. It is pretty easy to single out those who have made an industry out of people trying to defraud online suppliers. I still would like to know how one provides ‘evidence’ that an item has been missed off the order. It is impossible to prove a negative. 

sarah1972

[Deleted User] said:

I disagree. It is pretty easy to single out those who have made an industry out of people trying to defraud online suppliers. I still would like to know how one provides ‘evidence’ that an item has been missed off the order. It is impossible to prove a negative. 

I agree about not being able to prove a missing item but I was told by a Tesco driver that bagless deliveries make the customer pick up each item to put in their own containers (‘which is what I do) and that it’s down to us to spot missing items from the list they give us. 

However, I disagree with you about damaged or out of date things, very simple to send them a photo as proof if the driver hasn’t witnessed it. 

A._Badger

I think they must select certain customers for 'special treatment'. Morrisons have never asked me for evidence or anything of the sort when I've had a problem (twice containers of cream have been crushed,. a couple of times items have been left out). In fact I've been surprised how trusting and helpful they've been. 

Farway

A._Badger said:

I think they must select certain customers for 'special treatment'. Morrisons have never asked me for evidence or anything of the sort when I've had a problem (twice containers of cream have been crushed,. a couple of times items have been left out). In fact I've been surprised how trusting and helpful they've been. 

Could be a grain of truth in there, I've had no problems with refunds from suppliers but I've never required one from Morries either

I have wondered if cost comes into it as well, no quibble for 40p squashed yoghurt, look twice at broken bottle of Johnny Walker?

MrsStepford

I would always take photos and tell customer services that I have them, early on in the convo. " Hi, I'm Mrs Flogett, order number 12345678910  arrived this morning and <problem>. I took photos, where should I send them to ? "  Kinda takes the wind out of their sales, that you have the order number and photos.

Never hd a problem with Ocado. One time some disinfectant split and the driver didn't even bring it to my door nd told me tht he had refunded the entire bag. My experience with Morrisons was that they would inform you that there weren't ny subs and then when I unpacked, I would find them. Even beer with gluten instead of gluten free beer. It happened nine times in a row and I got sick of phoning them up and getting "that shouldn't happen" so I don't use them anymore. 

JaneDoeJohnDoe

With Asda I have had poor quality goods & missing goods refunded very quickly in payment card refund once I have entered details onto my account. 
Sometimes within 5 mins. Basically DIY report. But have taken pics of bad items just in case asked. Or have handed to driver for instant refund.
With Sainsbury's I have had to contact via Messenger and only had refund as evoucher to account. Again taken pics but used to show issues in chat. Or given to driver & back on card usually next day.
With Tesco normally get credit back to card few days except for one time the Click n collect staff member clearly forgot & had to ring up. But were very polite & apologetic.
With Morrison's I have only ever bought thru Amazon & their customer service issued refund thru web chat.
With Waitrose I have only used for the 1st time today. Awaiting refund of 1 item given to drivers. Yes 2 drivers delivered items from 1 van. Is that normal practice to deliver in 2's?

izzitme

JaneDoeJohnDoe said:

...
With Waitrose I have only used for the 1st time today. Awaiting refund of 1 item given to drivers. Yes 2 drivers delivered items from 1 van. Is that normal practice to deliver in 2's?

Maybe one of the driver's was a newbie who was training. We "buddy up" for new drivers on their first few delivery runs.

MysteryMe

I've only had one home delivery from Morrisons and within the order I ordered 6 steaks but 1 of them delivered was a different cut and when I pointed it out to them they refunded me the cost of the steak straight away.  I usually have Waitrose or Iceland deliveries and been lucky that I've not had many issues but both sorted those I did have promptly. 

Clowance

had a tesco dellivery thursday,  three yoghurts had burst all over the other 5 yoghurts and 3 cartons of milk. All refunded today, driver allowed us to keep goods which only needed washing the yoghurt off. Don't normally like tesco but pleased with that.