Tesco Delivery Saver, charging for deliveries as well

shopper99

I don't know if anyone is having this problem or aware that it exists.

We subscribe to the Tesco Delivery Saver scheme. Today we noticed that we had been charged £6.50 for our mid week delivery. We are within the schemes window for a non chargeable delivery. On contacting Tesco by phone, the person at Tesco explained it was a known glitch in their system. Having looked back at previous invoices we noticed that this is not the first time we had been charged £6.50 for a service we have already paid for via the scheme. When challenged the operative responded that other customers who complained about this had been refunded, but not those who had not complained. On another call this morning the operative (Neil BD85) quoted " it is a known glitch, if customers don't complain we won't know about it". I have tried complaining via e-mail, but I got a response saying Tesco do not monitor their Customer Service e-mails. Neil mentioned there is an on line e-mail form, but we cannot find that either on the Tesco web site.

In conclusion, if you are on Tesco Delivery Saver, check your previous bills to make sure you have not been wrongly charged again.

Vegastare

Thanks for this I will always check

Novice_investor101

This is pretty scandalous in the current financial climate. Prices are already skyrocketing & Tesco are knowingly taking money they’re not entitled to. 

I don’t see why their delivery driver’s can’t check this at the point of delivery or Tesco can’t send a communication to all delivery saver customers to warn them to check. 

Shoddy really. They could try harder if they wanted to. 

Rockpiler

This has happened to me twice now.  It is lucky I noticed and phoned for a refund.  It does make me wonder how many other people have been charged for the delivery without noticing the error.

izzitme

Novice_investor101 said:

...

I don’t see why their delivery driver’s can’t check this at the point of delivery or Tesco can’t send a communication to all delivery saver customers to warn them to check. 

...

All the driver can deal with is substitutions, short dates, etc. They are not authorised to offer any other refund. Must admit that it is not good, but a quick message to the Customer Engagement Centre should sort it out.

Novice_investor101

izzitme said:

Novice_investor101 said:

...

I don’t see why their delivery driver’s can’t check this at the point of delivery or Tesco can’t send a communication to all delivery saver customers to warn them to check. 

...

All the driver can deal with is substitutions, short dates, etc. They are not authorised to offer any other refund. Must admit that it is not good, but a quick message to the Customer Engagement Centre should sort it out.

I was thinking more the driver could mention that if the customer uses delivery saver, to check their bill. 

izzitme

Novice_investor101 said:

izzitme said:

Novice_investor101 said:

...

I don’t see why their delivery driver’s can’t check this at the point of delivery or Tesco can’t send a communication to all delivery saver customers to warn them to check. 

...

All the driver can deal with is substitutions, short dates, etc. They are not authorised to offer any other refund. Must admit that it is not good, but a quick message to the Customer Engagement Centre should sort it out.

I was thinking more the driver could mention that if the customer uses delivery saver, to check their bill. 

Sorry I misunderstood what you were saying.

cuddlymarm

Tesco send me an email with my substitutions and cost so you can check that you haven’t been charged for your delivery saver.