So, on Sunday I was due a delivery. Message comes shortly before it - most of the fresh stuff missing - not for the first time. And by this point the shop was shut so I had no way of getting food needed for the week. So having finally had enough I ring up to complain and ask for a refund of my delivery pass - expecting some kind of apology and goodwill gesture if not a refund on the pass. Girl on the phone sounds like she couldn't give a damm but says yes to the refund of the delivery pass - which surprised me so I checked again a couple of times - you'll definitely refund me this? Yes and yes.
Now - the pass is cancelled but no refund. So, I ring up again.
Customer services tell me sorry, we don't do refunds on delivery pass. And no, we can't reinstate either, we don't do that, despite the fact you cancelled it under completely false pretences and having been point blank lied to by a customer services agent.
I have exact time of the call and I have a completely clear memory of the conversation, but now I'm stuck with no refund and no delivery pass! Surely it's obvious I wouldn't have cancelled something I'd paid up front for without a refund!
Is it just me or is this crap customer service?