Missing items in delivery

*zippy*

Hi I'd appreciate some advice please

I had an online order from Tu clothing delivered yesterday with two items missing. I called CS thinking maybe they were coming separately and first response was that's unusual, no apology. I was told the query would be sent to the warehouse so they could view the cameras of the pickers. I've had an email tonight that they could clearly see all items were put in one bag so they're not refunding my £40. I didn't have the items, the bag I had was full and wouldn't have fitted anything else in. I've been a customer for years, never queried anything, I'm quite shocked to be honest at the customer service.

Do I have any options please?

Thanks

Bradden

I'd start with asking for a copy of the CCTV recording - hopefully it will confirm that items were missing.

*zippy*

Thanks Braden, can they refuse because of data protection? 

user1977

*zippy* said:

Thanks Braden, can they refuse because of data protection? 

You don't have a right to see it. And wouldn't be incontrovertible proof that e.g. nobody removed the items afterwards.

Ath_Wat

Tu is Sainsbury's yes?  It seems very unusual for them to behave in this way.

*zippy*

Yes Sainsbury’s   

I’ve requested escalation to a manager and the cctv. Thank you

Flat_Earther

*zippy* said:

Yes Sainsbury’s   

I’ve requested escalation to a manager and the cctv. Thank you

They won't give you the CCTV footage.

pinkshoes

Escalate it, make it clear you are missing two items, and could they either send the two missing items or you will return the entire order and take your custom elsewhere. 

*zippy*

I had a refund and nice reply this morning after it was escalated. Horrible experience though.

Thank you for the replies. 

oldagetraveller1

pinkshoes said:

Escalate it, make it clear you are missing two items, and could they either send the two missing items or you will return the entire order and take your custom elsewhere. 

Could they say that, if returned, two items are missing from the return?

cymruchris

*zippy* said:

I had a refund and nice reply this morning after it was escalated. Horrible experience though.

Thank you for the replies. 

Good news - but it shouldn’t have needed to have been escalated. My dad used to order lots from them - but they often got things wrong. Probably the least reliable retailer he’d used in recent years.