Problems with Morrisons online grocery order advice needed?

[Deleted User]

I wonder if anyone can give me some advice. Placed a grocery order with Morrisons on Thursday, Received a email receipt after shopping had been picked and packed. Yesterday at 6.30pm.

It showed substitutions and everything I ordered and received. Total was £120 and it was delivered last night,

Firstly at least £30 worth of shopping was missing when orde arrived and alot of substitutions.

Driver told me to contact customer service about missing shopping. I said ok.

As I was taking final stuff in to house, I noticed one of the packs of prawns I had order looked tampered with, packing open and it had been wrapped in cling film over original packaging.

I ran back outside as wanted to hand back to driver but driver drove off before I could.

I contacted Morrison customer service to complain.

But heard nothing back from them last night.

In the early hours of this morning I received another email receipt from Morrisons almost identical to previous receipt, it showed all substitutions and everything I had ordered and received but this time it said total was £155.

I went through new receipt added up every thing and it comes to the £120 as shown on first. This includes items that were missing.

I don't understand how they have got to figure of £155.

Contacted them again this morning and finally spoke to someone but feel like I'm banging my head against a brick wall.

They just keep feeding me a load of nonsense, no apology no wanting to help or sort things out just trying to blame it on me and my bank account.

It's like they didn't listen to anything I said.

They claim they did a £160 is a pre authorisation , then they claim pre authorisation was declined due to not enough funds and that my order was cancelled.

Not sure what that has to do with my problem or what I asked.

Any way Firstly only transaction I see on my bank account is the £160. There is plenty of money in my account and I contacted My bank and they confirmed authorisation never declined and is still in place.

Secondly if my order was cancelled why did they deliver, surely they would not have delivered if order cancelled.

They won't explain why I received 2 different receipts and are insisting authorization was declined despite my bank confirming it didn't and they are demanding I pay the £155 immediately.

£155 is way over what that cost of the shopping I received plus was missing alot of items.

I don't see why I should be forced to pay £155 when there is already a authorisation in place. They are already holding money I don't want to get charged twice.

What should I do?

I'm getting no where with customers service. Should I tell them to wait for authorisation to cancel, then I'll pay £120 my bank says they can't cancel authorisation and that Morrisons needs to ask for it to be cancelled there end. But Morrisons are saying authorization was declined.

I've told them they are welcome to come back and take all food back I'm happy to pack it all back up.

I'm done with this won't be using Morrisons again and have cancelled my delivery pass with them.

Any advice much appreciated

Thanks in advance

LinLui

I wish I could help - but wanted to wish you good luck. This shambles is why I left them some years ago. It seems not a lot has changed.

pensioner2

It is very difficult to communicate with Morrisons.    All the phone numbers they give are in SA.   I made a complaint months ago and was told it was justified and they would escalate it.  I rang a week later and was told the member of staff had marked it dealt with.  After two more calls the SA staff said they would send a voucher, now received.   I reported another matter by email and am waiting for an answer.     We received an invite to flower world with no information about time or access etc. I looked on the web and found their uk phone but that is dead.