Tesco online deliveries - the good and the bad

badger09

JaneDoeJohnDoe said:

Beware of the new email receipts as they do discounts in a weird way & even stranger if using Clubcard voucher by taking pences off each item. 
One item I actually bought two of only showed up as one (catchweight fish) on bill, as I added up the bill & it did not tally but once I added in the 2nd fish it did. 
Also, have had to hand back items at Click n collect and twice not refunded. Had to ring up Customer services to complain.
Had loose items put in the paper bags which even if the slightest bit damp tear so easily and have spilt and gone all over the collection point car parking area. At least the plastic bags can be used as bin liners!

Is anyone else struggling with this?

In my delivery on Saturday 19th, 3 beers, 3 for £5, were missing, and another item £0.79 with 'shelf life' of 1+ weeks was actually Use By 20th ie 1 day. The very short dated item was not highlighted otherwise I would have rejected it, though several others, which were not a problem, were.

I had used £10 in Clubcard vouchers, so the prices shown on email receipt were £4.51 and £0.73 respectively.

I phoned customer services and asked for a refund. I pointed out I should be refunded £5.79, otherwise the CC discount allocated to those items is lost. CS rep understood and said she would refund £5.79 and feed my comments back as this was a very new system. However, her follow up email shows a refund of only £5.24.

I know it is only £0.55 on this occasion, but I'm not happy with the principle. 

Thoughts? 

jon81uk

badger09 said:

JaneDoeJohnDoe said:

Beware of the new email receipts as they do discounts in a weird way & even stranger if using Clubcard voucher by taking pences off each item. 
One item I actually bought two of only showed up as one (catchweight fish) on bill, as I added up the bill & it did not tally but once I added in the 2nd fish it did. 
Also, have had to hand back items at Click n collect and twice not refunded. Had to ring up Customer services to complain.
Had loose items put in the paper bags which even if the slightest bit damp tear so easily and have spilt and gone all over the collection point car parking area. At least the plastic bags can be used as bin liners!

Is anyone else struggling with this?

In my delivery on Saturday 19th, 3 beers, 3 for £5, were missing, and another item £0.79 with 'shelf life' of 1+ weeks was actually Use By 20th ie 1 day. The very short dated item was not highlighted otherwise I would have rejected it, though several others, which were not a problem, were.

I had used £10 in Clubcard vouchers, so the prices shown on email receipt were £4.51 and £0.73 respectively.

I phoned customer services and asked for a refund. I pointed out I should be refunded £5.79, otherwise the CC discount allocated to those items is lost. CS rep understood and said she would refund £5.79 and feed my comments back as this was a very new system. However, her follow up email shows a refund of only £5.24.

I know it is only £0.55 on this occasion, but I'm not happy with the principle. 

Thoughts? 

If you paid using Clubcard vouchers you should get the refund back as Clubcard points. 

badger09

jon81uk said:

badger09 said:

JaneDoeJohnDoe said:

Beware of the new email receipts as they do discounts in a weird way & even stranger if using Clubcard voucher by taking pences off each item. 
One item I actually bought two of only showed up as one (catchweight fish) on bill, as I added up the bill & it did not tally but once I added in the 2nd fish it did. 
Also, have had to hand back items at Click n collect and twice not refunded. Had to ring up Customer services to complain.
Had loose items put in the paper bags which even if the slightest bit damp tear so easily and have spilt and gone all over the collection point car parking area. At least the plastic bags can be used as bin liners!

Is anyone else struggling with this?

In my delivery on Saturday 19th, 3 beers, 3 for £5, were missing, and another item £0.79 with 'shelf life' of 1+ weeks was actually Use By 20th ie 1 day. The very short dated item was not highlighted otherwise I would have rejected it, though several others, which were not a problem, were.

I had used £10 in Clubcard vouchers, so the prices shown on email receipt were £4.51 and £0.73 respectively.

I phoned customer services and asked for a refund. I pointed out I should be refunded £5.79, otherwise the CC discount allocated to those items is lost. CS rep understood and said she would refund £5.79 and feed my comments back as this was a very new system. However, her follow up email shows a refund of only £5.24.

I know it is only £0.55 on this occasion, but I'm not happy with the principle. 

Thoughts? 

If you paid using Clubcard vouchers you should get the refund back as Clubcard points. 

My bill was over £100. I used £10 Clubcard vouchers. My point is, under the 'old' system, £10 would have been deducted from total cost, so I would have paid £90. Say my refunded items cost £6, then I would have been refunded £6 to my credit card

Under the 'new' system, I was charged £90, as expected, but will only be refunded £5.50 to my credit card.

jon81uk

badger09 said:

jon81uk said:

badger09 said:

JaneDoeJohnDoe said:

Beware of the new email receipts as they do discounts in a weird way & even stranger if using Clubcard voucher by taking pences off each item. 
One item I actually bought two of only showed up as one (catchweight fish) on bill, as I added up the bill & it did not tally but once I added in the 2nd fish it did. 
Also, have had to hand back items at Click n collect and twice not refunded. Had to ring up Customer services to complain.
Had loose items put in the paper bags which even if the slightest bit damp tear so easily and have spilt and gone all over the collection point car parking area. At least the plastic bags can be used as bin liners!

Is anyone else struggling with this?

In my delivery on Saturday 19th, 3 beers, 3 for £5, were missing, and another item £0.79 with 'shelf life' of 1+ weeks was actually Use By 20th ie 1 day. The very short dated item was not highlighted otherwise I would have rejected it, though several others, which were not a problem, were.

I had used £10 in Clubcard vouchers, so the prices shown on email receipt were £4.51 and £0.73 respectively.

I phoned customer services and asked for a refund. I pointed out I should be refunded £5.79, otherwise the CC discount allocated to those items is lost. CS rep understood and said she would refund £5.79 and feed my comments back as this was a very new system. However, her follow up email shows a refund of only £5.24.

I know it is only £0.55 on this occasion, but I'm not happy with the principle. 

Thoughts? 

If you paid using Clubcard vouchers you should get the refund back as Clubcard points. 

My bill was over £100. I used £10 Clubcard vouchers. My point is, under the 'old' system, £10 would have been deducted from total cost, so I would have paid £90. Say my refunded items cost £6, then I would have been refunded £6 to my credit card

Under the 'new' system, I was charged £90, as expected, but will only be refunded £5.50 to my credit card.

Actually I was slightly wrong as mis-read the policy.
According to Tesco's refund policy you should get the value back on your credit/debit card for online purchases and as clubcard points for in-store purchases.

Receiving your refund

Once we have received your product, we’ll refund your money in the same way you initially paid for it.

• By credit or debit card – Your money will go back onto the same card. Allow 3-5 working days for the refund to show in your account.
• Clubcard vouchers – We’ll give you the equivalent value in Clubcard points for in-store purchases. Online grocery orders will be refunded to your credit or debit card.
• By gift card or money card – Your money will go back onto a Tesco Gift Card or money card.

from Returns policy and refunds | Help & Support | Tesco UK

So yes it seems for an online purchase you should get the 55p back.

DarrenLee02

Is there any way to contact Tesco by email? I used to do that when needed, but since the last few weeks that link has disappeared. I'm not good on the telephone so email was easier. This is the second week in a row things missing and not indicated on the receipt.

Mnoee

DarrenLee02 said:

Is there any way to contact Tesco by email? I used to do that when needed, but since the last few weeks that link has disappeared. I'm not good on the telephone so email was easier. This is the second week in a row things missing and not indicated on the receipt.

On the bottom of the new email receipts, there's a link to an online form. It's under the heading 'Delivery queries'. It takes you here:  https://tescoforms.creativevirtual.com/tesco_webforms/online_grocery_shopping/product_quality_and_queries/forms/missing_or_incorrect_items_and_substitutions.html 

Doc_N

On this general topic, Tesco have been making it noticeably more difficult to contact them of late. All phone calls, which isn’t suitable for some issues, particularly when they mainly ignore wider customer service issues.

Such as why, just because one item is temporarily out of stock today, I can’t add to or change my order for Thursday in any way without that item being removed from the order. Even though that item comes back into stock every day. So if I want that item to arrive on Thursday, I can’t now change the order in any way. Seems daft, and actually reduces the size of the order, so can’t see how it benefits Tesco in any way.

DarrenLee02

Just emailed them, thank you for pointing out where they hid the link.

It seems they're trying to make it harder for people to contact them effectively.

DarrenLee02

Update for anyone who's bothered! Sent off the electronic form notifying them of the items that did not get delivered (not due to unavailability, the driver left a bag of freezer stuff in the van). Still no refund a week later, going to have to call the sods. That's a whole load of fun in itself.

Mnoee

DarrenLee02 said:

Update for anyone who's bothered! Sent off the electronic form notifying them of the items that did not get delivered (not due to unavailability, the driver left a bag of freezer stuff in the van). Still no refund a week later, going to have to call the sods. That's a whole load of fun in itself.

I unfortunately had the exact same experience. I found another form to email them on the accessibility page, but didn't even get a confirmation message through. 

I'm trying twitter before calling. I don't want them to think that a call centre as the only option is good enough in 2022.