Tesco.com cancelling order - help

redrolo

Jane_Blackford wrote: »

There's one thing that can answer that, and I'm sure I am right - the shop do not have to sell you anything, they can always refuse to sell you any item.

Yes your right but in reality, a store can have up to 28,000 products on sale. It is very difficult to not sell an item through the tills. The refund policy assists the customer in this. When I was a Senior Customer Service Manager, it used to cost my store around circa £750 a week in overcharges. The processes were in place, but it happens.

redrolo

pollyskettle wrote: »

The laws regarding pricing apply to each retailer in the same way, Tesco having a particular policy does not mean that is the law, it's just their policy, the law is pretty clear (to a certain extent) regarding invitation to treat and offers and when a contract is formed.



Again, Tesco store policy is in addition to the law. Dotcom procedures for misprices are different from instore policy anyway. Mis-prices are generally not fulfilled by Dotcom (nor are they obliged to be) from the point in time they have noticed the error, mis-prices generally are honoured by Tesco instore in addition to the consumers statutory rights.




No-one is disputing your knowledge surrounding Tesco policy, nor your ability to do your job.


Thanks



I'm very aware of Tesco PI policies and procedures, in a previous life it was part of role to know them inside out and back to front (although I was not in PI per se). As has been said, those which are in addition to the consumers statutory rights are for customer relations purposes.



Didn't look anything up on a web page, used the old grey matter



Didn't quote anything as gospel:

Seeing as the thread and discussion was about Tesco, I think I'm right:rotfl: Do you not recall the £44 Time computers Tesco 'had to honour' on Tesco DOT com in 2006. Also the Tesco Direct is different than dot com. Dot com doesn't guarentee availabilty, Tesco direct updates the stock level at the warehouse when an order is placed. Hence, it should not be possible to order an item that is not in stock.

Sooler

redrolo wrote: »

there would be an e mail receipt surely......

They'll have an email acknowledging the order - this is not a receipt for payment.

The OP hasn't paid for the item yet, no sales transaction has taken place, Tesco have canceled the order.

Sooler

redrolo wrote: »

Yes your right but in reality, a store can have up to 28,000 products on sale. It is very difficult to not sell an item through the tills. The refund policy assists the customer in this. When I was a Senior Customer Service Manager, it used to cost my store around circa £750 a week in overcharges. The processes were in place, but it happens.

That's refunds - they only occur after an item has been purchased.

The OP hasn't purchased anything.

Grogg

I ordered 4 books off Tesco online before Christmas and qualified for free delivery. I had a 3 week delivery date which was fine. After 2 weeks they cancelled 2 of the books without telling me and I no longer qualified for free delivery. They wouldn't accept an online cancellation of the other 2 books so I had to ring and be on hold for 20 minutes to cancel. The 2 books they had cancelled were still showing as available and CS didn't know why they had been cancelled. I think they just wanted me to pay for delivery.

Luis-FlightManWithAPlan

To put it bluntly....under law if you have not received an order dispatch email then they dont have to honour the price. Having said that Good customer service and doing things in a polite way then I would have thought if you pestered them you might get your deal!

redrolo

Luis-FlightManWithAPlan wrote: »

To put it bluntly....under law if you have not received an order dispatch email then they dont have to honour the price. Having said that Good customer service and doing things in a polite way then I would have thought if you pestered them you might get your deal!

Suppose it also depends if the money has been taken out of the customers bank account aswell. You're spot on about the customer service side, thats why I made the post in the first place. If you argue enough with any retailer, they will honour any situation.

redrolo

Sooler wrote: »

That's refunds - they only occur after an item has been purchased.

The OP hasn't purchased anything.

Is there a jargon buster section on this forum please. Very confused by all of the abbreviations I read,

Sooler

redrolo wrote: »

Is there a jargon buster section on this forum please. Very confused by all of the abbreviations I read,

OP = Original Poster, I think, or something - the person who posted the first message, I gather ... :undecided