Mumsnet has not checked the qualifications, experience, or professional insurance of anyone posting on Mumsnet and cannot be held responsible for any advice given on the site. Free legal advice is available from a Citizen's Advice Bureau, and the Law Society can supply a list of local solicitors.

hi all first post here :) re tesco grocery shopping hell

(57 Posts)
ilovebeingamum26 Sun 22-Sep-13 11:32:08

hi well yesterday i did a food shop online checked the bank and the exact ammount had come out of my bank i no this because its all i had in there bar about £4 pounds anyway shopping booked between 10am and 11am ,fast forward to this morning five to 11 i get a call of tesco telling me they couldnt get the money so my orders cancelled the thing is they have got the money the bank said they cant see it on the system yet but that ammount it pending to go out and will clear tommorow so spoke to tesco customer service who told me my shopping was a lot more than my order confirmation says it is and he also said my coupon they only take the value of that of after ive paid .
Im now left with no food at all and no money to feed me and my son im so angry !!! ive just started a new job and have no money coming in bar child benefit every tuesday which i use to pay dinner money .my paydday from work is the middle of october i dont no how im going to manage any body else had this im litterally left with nothing tesco are saying it could take 14 days plus to be 'investigated' xx

ilovebeingamum26 Wed 25-Sep-13 14:26:19

hi yes they refunded in the end but used it to pay dinner money was worried school wouldnt give him dinner .
some one is loaning me some money for some shopping so will be ok for food.
thanks for the link i will have a look now tesco have agreed there in the wrong and refunding its the bank taking there time well there saying they havent received refund from tesco yet

Camwombat Wed 25-Sep-13 14:05:15

Try looking on http://www.ceoemail.com/ used it to contact Vodafone CEO to get something sorted.

I use Tesco online alot and never had any issues with them sorting out any problems quickly.

LazyMonkeyButler Wed 25-Sep-13 13:49:54

Has anyone got an e-mail address for the CEO at Tesco? I had a similar issue with Asda this time last year (in that case it was the delivery driver saying that "no-one was home" when I had been in the front garden all morning!)

I ended up with a refund of my money plus an extra £100 refunded. The customer services people & the store manager I tried first didn't give a shit & said pretty much the same as people seem to have been telling you.

catonlap Wed 25-Sep-13 13:40:11

Oh dear. Did the bank refund the charge which took up your CB at least?

Can you explore the food bank option again? I know you said you asked DWP about it but there are other places that give out vouchers and do not always have the same criteria. Citizens advice are worth a try - they are involved with a food bank in my local area so maybe in your area too.

The local church also, or Salvation army. They sometimes run their own food bank and will help people who approach them. (You do not have to be religious at all to approach them).

ilovebeingamum26 Wed 25-Sep-13 09:56:17

Still no refund !!! just rang the bank who told me tesco havent sent anything to them as of yet that there aware of !! just rang tesco some one is ringing me back
ive no food in the house and there sitting back doing nothing !!! what a joke so angry today cant even take any dinner to work or anything .
begining to really annoy me now .
i just want my money back

ilovebeingamum26 Wed 25-Sep-13 00:05:03

hi im awaiting a refund its apparantly down to the bank how fast its processed .tesco did get the money in the end knew they would as there the only people i had used my card with .
they havent emailed me back about changing the vouchers to ones i can use in store though guess they wont now

yes ive had a look had a feeling you wasnt elegible if getting working tax never mind x

skyeskyeskye Tue 24-Sep-13 19:15:58

sorry, but you were right initially, if you receive working tax credit, then you won't get free school meals. It is on the government website if you want to check it.

catonlap Tue 24-Sep-13 19:10:04

How did you get on? Did Tesco sort it out yet?

ilovebeingamum26 Tue 24-Sep-13 11:07:17

I might ring the number for free school meals when i get home from work later dont think id get through now have to leave shortly x

ilovebeingamum26 Tue 24-Sep-13 11:03:33

Its strange but they have done it the man from customer service said sometimes it happens but its more the bank if the bank see a payment ready to go out they will hold it and then send it am not sure i kind of think now its the banks fault aswell .
It was the homedelivery guys who told me £117 and my shop should have been in fact £85 however the customer service guy said they hadnt took the cost of the £17 off my shop of my bill and a few offers had gone through at full price .even though the bill on my customer confirmation reflected the voucher and offers coming off .its wierd .spoke to a few people now who use tesco who have never had this problem and a few who have had issues etc think its just one of them things im mad over it just glad its sorted they have the money and its not lost in cyber space some where .

I too have never had them take the money first
Also they substitute for the same price and if you don't want something they take it back
In fact I did a shop on the 21st they took the money yesterday but did the refund on the 22nd.
I do take a screenshot of my payment screen every time though just in case though they have never messed me around.

It all sounds very confusing.
Have you gone into your order online to check against what they're saying you have because even if you allow for the voucher there's a huge discrepancy and I would want to work out why.

ilovebeingamum26 Tue 24-Sep-13 10:57:50

is it not sounds promising then so if im elegible for hben i should get free school meals shouldnt i .

piratecat Tue 24-Sep-13 10:55:55

saying that have googled and i can't quite work out if what i was told is correct on that one. grrr.

piratecat Tue 24-Sep-13 10:49:41

that's not true about the WTC, you can get free school meals if your income is still lower than about £16000, and you get childtax credit.

ilovebeingamum26 Tue 24-Sep-13 10:41:06

yes the lady said if i get help with housing benefit then i would be elegible but was also told if get working tax im not elegible lol would be a help if i was as thats £10.50 per week .there not coupons there just 2 codes with the value of ten pound that they wrote at the bottom of the email its says for online use as it was an online problem i could email them though and ask for them to email me coupons for store rather than the online ones .i ididnt think of that .

catonlap Tue 24-Sep-13 10:37:02

Have you checked if you're entitled to free school meals for your child?

Is there internet access at your job, with a printer that you could use for your tesco ecoupons? Perhaps your boss wouldn't mind if you explained the Tesco cock up just for you use a computer at work/their computer to print them off for you?

ilovebeingamum26 Tue 24-Sep-13 09:47:35

yeah going to ring them now i have had charges refunded in the past because i was on benefits at the time and they said they cant take it from that im due in work at 11.30 until 2-30 today so hoping to sort it before i have to go feel embarrased asking my boss only been there a week lol x

catonlap Tue 24-Sep-13 09:39:07

Can you speak to bank and ask them to refund the charge. Explain your current financial difficulty. I think sometimes the bank will refund the charge.

ilovebeingamum26 Tue 24-Sep-13 08:56:48

morning still no flippin refund why cant they hurry up
was planning to use my cben but thats been swallowed in a bank charge !!
only hope now is my boss helping x

ilovebeingamum26 Tue 24-Sep-13 01:31:41

hi im going to speak to my boss tommorow hopefully they can help with an advance .have spoke to the dwp hoping for help they told me the food bank vouchers wont be given to me as you can only get the if u have no money coming in i have my child ben £20 did try and explain i have school dinners and snack money to pay but they didnt listen .speaking to school tommorow so hopefully they will let me catch up with dinners when this is sorted
at least then i can get some bits xx

Could you either ask your new employer for an advance on your wages - some might be able to do something, or ask cab or other agency for foodbank voucher? You could donate back once you have money.

ilovebeingamum26 Mon 23-Sep-13 19:08:24

It is strange ive used asda before never had an issue my freind has used tesco weekly for years and never had a problem with them this was my first and last time for tesco though never again.
im sure it will get sorted just takes time i guess x

ilovebeingamum26 Mon 23-Sep-13 19:06:39

yeah completely understand that .ive emailed them about the vouchers but no reply on the subject
yes thats right im currently in the middle of working tax going through and child tax apparantly is paid together now that should kick in around 10 -14 days and hb and ct not sure if ill be entitled to help but have apllied just incase ,i get child benefit i have used that 2 pay dinners last week but going to speak to school about catching up when tesco refund or my wtax kicks in so at least i will have cben to get some bits with xx

chickydoo Mon 23-Sep-13 18:51:28

Gosh Op this sounds very odd.
I use Tesco online every week.
Place order, use any coupon codes, key in card details.
Shopping arrives.
If I am not happy with anything, including cost, the man in the van would return it.
I sign for shopping when happy. Approx 48 hrs later my money leaves my account.
I have never paid for shopping before it is my fridge. If my shopping arrives on a Friday, the money doesn't leave my account until the Tuesday.
I hope you get it sorted.

youarewinning Mon 23-Sep-13 17:43:42

Ilove threads where posters are having money troubles always have a message from MNHQ about lending etc. It's not personal but they do it as a duty to protect their users - and rightly so.

Your situation sounds a nightmare. Definatly worthwhile pointing out the vouchers don't cover enough for an online order.

I understand why your upset too - having been on benefits temporally and then gone into employment that transition time is tight. Are you getting everything your entitled to? Housing benefit, council tax benefit, working and child tax credits?

Join the discussion

Join the discussion

Registering is free, easy, and means you can join in the discussion, get discounts, win prizes and lots more.

Register now