Tesco failed delivery - No refund

Diyanta

Hi,

I placed a groceries order with Tesco for home delivery.  On the scheduled date, Tesco charged my credit card (£180), then emailed apologising that they were unable to deliver.  Roll on two months, and checking my CC statement I realise that the original order has not been refunded. 

Tesco customer service helpline (0800 3234040) said there is nothing they can do because it has been more than 40 days!

All of the various email addresses I tried, including the one given to me by the helpline, have got a standard reply saying the email address is unmonitored and that my mail has gone unread. 

I've considered doing a section 75 on the credit card, but I'm worried that would turn in to a battle that will just drag on.

The customer service agent said I should go in person to customer services at the store where the order would have been despatched from.  That's not really a solution for me, nor do I have any faith it would result in an easy resolution.  I asked to escalate the call but there was "no one available".

Tbh, I find the whole thing incredulous and I'm trying hard not get worked up about it.  Though it has just occurred to me while writing that I should probably try phoning the Superstores in my area where the order may have been despatched from (there are two) and hopefully find a rational thinking human that can help.  In the meantime if anyone has any suggestions it they be gratefully received.  Thanks.

molerat

Just instigate a chargeback on your card on the grounds of non delivery and the supplier is refusing to refund.

[Deleted User]

Diyanta said:

I've considered doing a section 75 on the credit card, but I'm worried that would turn in to a battle that will just drag on.

That would be a very hard route to go, when you could simply do a chargeback.

Take the path of least resistance.

Diyanta

The MSE page titled "Visa, Mastercard & Amex chargeback" says this is only for under £100.

Could Tesco simply re-charge to my card?

Thrugelmir

Diyanta said:

The customer service agent said I should go in person to customer services at the store where the order would have been despatched from.  That's not really a solution for me, nor do I have any faith it would result in an easy resolution. 

Agree with the CS agent.  Struggling to see what your objection is. The store will be able to effect a refund on the spot after checking their records. 

[Deleted User]

Diyanta said:

The MSE page titled "Visa, Mastercard & Amex chargeback" says this is only for under £100.

Could Tesco simply re-charge to my card?

No it doesn't. It says S75 is only for over £100 but that chargeback is for any amount.

They could recharge, but they wouldn't have any basis to do so.

Diyanta

Deleted_User said:

Diyanta said:

The MSE page titled "Visa, Mastercard & Amex chargeback" says this is only for under £100.

Could Tesco simply re-charge to my card?

No it doesn't. It says S75 is only for over £100 but that chargeback is for any amount.

They could recharge, but they wouldn't have any basis to do so.

Thanks.  It also says "Credit Cards: Under £100 only.  If it's over use Section 75 instead".

Diyanta

Hi, just an update:

I called CS again and this agent was altogether more helpful.  He had the order details on screen, referred it to another dept, and called me back the next day with authority to execute a refund.

The agent also said their CS email address was turned off 9th December 2021 as a "Corporate Decision" and there is currently no way for customers to contact by email.

TELLIT01

Going to the store may be inconvenient but is likely to be the way to achieve the fastest resolution.  The OP seems to be putting obstacles in their own way.

the_lunatic_is_in_my_head

TELLIT01 said:

Going to the store may be inconvenient but is likely to be the way to achieve the fastest resolution.  The OP seems to be putting obstacles in their own way.

Depends how far away the store is really, we can have Tesco deliver but a round trip to store is over 50 miles. We can also have ASDA deliver but a round trip there is over 100 miles. 

[Deleted User]

Diyanta said:

Deleted_User said:

Diyanta said:

The MSE page titled "Visa, Mastercard & Amex chargeback" says this is only for under £100.

Could Tesco simply re-charge to my card?

No it doesn't. It says S75 is only for over £100 but that chargeback is for any amount.

They could recharge, but they wouldn't have any basis to do so.

Thanks.  It also says "Credit Cards: Under £100 only.  If it's over use Section 75 instead".

If it's over, you can still use chargeback - and in many cases should, as s75 is a higher threshold to get over.

You wouldn't do section 75 for a simple non-delivery unless you were a masochist.