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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Have I been ripped off? Or AIBU re: online grocery delivery?

64 replies

neilyourbedroomsonfire · 07/12/2011 09:43

I ordered an online delivery from a well known supermarket that included 18 bottles of (bargain) wine Blush. The offers were 2 for a tenner, 3 for £12, half price etc, plus an additional 25% off 6 or more bottles.

The delivery came last night while I was still at work and DH took the delivery. DH wasn't with me when I sent the order.

8 of the bottles I had ordered were not available so were substituted for alternatives. All the alternatives cost me more, some twice as much as the ones I had ordered.

DH didn't return any of them to the driver because the wine was to be shared between 3 of us and he didn't know whose was whose. My mum and my sister and I had split the cost of the wine equally between the 3 of us and they had already given me the cash.

I will give them their share of the wine but I would not dream of asking them for an extra cost when they thought they were getting a bargain too.

However, I am now £30 out of pocket and I am skint! This never happened to me when I used Tesco online! If they substituted any items they never cost me a penny more, even if the alternative item was more expensive than the one I had ordered.

I feel a bit embarrassed as I was trying to take a huge advantage of such a fantastic offer and it has now backfired on me!

WIBU to formally complain about this? Or should I just stop drinking?

OP posts:
zeno · 07/12/2011 09:45

I think it's worth a shot to see if you could return them, but unless you ticked the "no substitutions" box you don't really have a leg to stand on.

Hopefully · 07/12/2011 09:46

I'd complain, definitely.

SarahSlaughter · 07/12/2011 09:48

I would complain.

UnexpectedOrange · 07/12/2011 09:50

This reply has been deleted

Message withdrawn at poster's request.

OhThisIsJustGrape · 07/12/2011 09:50

Who did you order from? I thought everywhere did the price match thing for substitutions? Ring them and complain, I've complained about things after I've taken delivery (gone off chicken being a memorable one - bleurgh) and always received a refund.

Rikalaily · 07/12/2011 09:51

They shouldn't substitute for items which cost alot more, that is disgusting, a few pence more is fine but £30 worth! Definately complain.

PresentsRibbonsAndMerrySantas · 07/12/2011 09:54

i would complain and point out that they are taking the pee out of online shoppers and if a sub is made you don't expect them to choose such an expensive sub, cheeky buggers, thats why i like tescos, have had some really good subs off them and not cost me a penny more, if it did i would complain big time. if they don't offer you a refund for the difference, explain that you want to return them for a full refund, they have got to except a return, due to the fact its not what you asked for, you do have rights

TheSecondComing · 07/12/2011 09:55

This reply has been deleted

Message withdrawn at poster's request.

ViviPrudolf · 07/12/2011 09:59

You've not been ripped off intentionally, just victim of an expensive case of Computer Says No.

Tesco online groceries customer services have always been pretty reasonable when I've had to resolve similar issues in the past. No need to get frothy and complainy - just point out that they HAVE made and error and you expect to be reimbursed.

FredFredGeorge · 07/12/2011 10:02

Aren't supermarket home deliveries still covered under the distance selling regulations?

PresentsRibbonsAndMerrySantas · 07/12/2011 10:06

i am pretty sure, everything you order on line is covered

WilsonFrickett · 07/12/2011 10:06

The delivery people have always been brilliant about taking substitutions back at the point of delivery but I'm not sure what their policy will be as you have, in effect, accepted the higher-priced goods. They do point out subs when they deliver and that's your chance to hand them back if they're not what you want.

I'd phone the call centre and explain what happened, they're usually very helpful, and see if they'll do anything. But I don't think you can 'complain'. The delivery person will have said 'here are your substitions, are they OK' and DH said 'yes'. Unfortunate but not their fault. Having said that, still worth giving them a buzz.

PresentsRibbonsAndMerrySantas · 07/12/2011 10:09

just explain, you did not realise the cost involved with the subs they had given, as you would not have thought in a million years they would have taken the pee like they have

MrsHankey · 07/12/2011 10:10

Definitely get in touch. The substitutions, even if more expensive, should have been covered by the offer. Its not the delivery drivers fault or DH's.

I'd expect to be refunded the extra.

Flisspaps · 07/12/2011 10:12

Sounds very odd - I use ASDA and they always substitute 'up' but never charge more than you'd have paid in the first place (eg order 47p Smartprice bread, and you get Bakers Gold for 47p if there's no Smartprice bread left)

fergoose · 07/12/2011 10:12

I've had this problem before with Tesco and I called them and told them I was only buying as they were BOGOF or whatever, and they have refunded me the difference.

Trills · 07/12/2011 10:13

YABU if you are complaining to us rather than phoning/emailing the company concerned.

I have had issues before where only 2 of a thing were available (and I had ordered it on "3 for 2") and been refunded so I was paying 2/3 of the price.

Original poster
neilyourbedroomsonfire · 07/12/2011 10:13

Would it be worth just ringing them? I was thinking of putting my complaint in writing.

OP posts:
PresentsRibbonsAndMerrySantas · 07/12/2011 10:15

yes tescos is great, they once gave me the completely wrong thing, not a sub just wrong, i phoned and they refunded me the price, tescos are very good, but this is not tescos its another one!!!!!! who is it?

fergoose · 07/12/2011 10:15

yes definitely ring them - I emailed Tesco groceries last week, they were so busy they told me they couldn't reply so I had to phone them anyway

ViviPrudolf · 07/12/2011 10:15

oh yes definitely just ring - they must get this all the time

ViviPrudolf · 07/12/2011 10:17

oh whoops, for some reason I thought the OP had confirmed it was Tesco. I'm talking about Tesco. No idea what any of the others would be like.

As an aside, I just bagged the last delivery slot on the 22nd

PresentsRibbonsAndMerrySantas · 07/12/2011 10:18

def ring them, gives them a chance to tell you to return for a refund or give you the difference, writing would not work really, phone them now

WilsonFrickett · 07/12/2011 10:20

Ooops, I thought it was Tesco too but I see it was not Tesco. So I don't know what happened when they handed over the subs Blush. But still worth phoning up OP!

Original poster
neilyourbedroomsonfire · 07/12/2011 10:20

Sainsbury's.

OP posts:
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