Ill try to keep this as brief as possible.
I placed an online grocery delivery with the supermarket as I do every week. Over a week ago.
The shopping didn’t turn up by the end of the time slot so I rang customer services. Customer services couldn’t tell me anything but said if it didn’t turn up they’d refund.
By the next day I still hadn’t heard anything at all, so I rang customer services again and they said they’d arrange a refund.
Later in the week I still hadn’t heard anything about the refund being processed or a courtesy call to explain why the delivery hadn’t turned up so I escalated it by emailing the chief executive email address. This seems to be the only way to actually get a response from the supermarket as I’ve had problems before.
Still didn’t hear anything after a couple of days so I sent another email.
Finally heard back from the executive team apologising and promising a refund and a quite substantial goodwill gesture of £50. I accepted this in writing by replying to the email.
Later that day I got a call from the executive office from a different person apologising again and giving me details of arranging a faster back refund. This person said they give a £20 goodwill gesture, I didn’t say anything but I assumed that she’d made a mistake as I’d already had the offer of £50. Plus I was in the school run so was a bit flustered. I don’t even know that it was a different person I assumed it was a follow up call.
Sure enough the £50 voucher appeared in my email inbox, but then I had a further email from the original person saying that she’d duplicated the case and as I’d now accepted the £20 goodwill gesture she’d be cancelled the £50 voucher.
Aibu to think this is appalling customer service?