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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:
WorraLiberty · 07/12/2011 10:21

Vivi I was smug yesterday cos I bagged the 22nd slot too!

It's too early to know what I need to order so I just ordered a small pack of beer to hold the slot...so I can add all the rest of my items next week Xmas Grin

YouOldSlag · 07/12/2011 10:22

Definitely ring and complain. You ordered the wine based on the prices offered. In other words, they offered you wine at a price you agreed on. They effectively changed the price after you agreed to pay.

The supermarket involved do not want to lose a lifelong customer. Always, always complain, pick that phone up now and insist you are refunded the difference! You should never be penalised on price when it comes to substitutions.

PresentsRibbonsAndMerrySantas · 07/12/2011 10:25

phone them and then go back to tescos Xmas Grin

fergoose · 07/12/2011 10:26

I had a ham bought which was incorrect, it was over £25. I called Tesco and said it was too big/pricey/wrong, they refunded and let me keep it.

So yes just phone them - at worst you will have to drop them back to store or let them collect them.

DeliaSucksStollen · 07/12/2011 10:27

I've stop using Sainsburys for online grocery shopping for this very reason - they don't price match on substitutions and I was sick to death of endless, more expensive substitutions. Tesco get my business for online groceries the majority of the time now because they seem to have it sussed.

ViviPrudolf · 07/12/2011 10:28

Heheh Worra I've got a bag of lemons and a pack of crumpets holding mine. Aries? Competitive? Never.

It'll back-fire on me though when I completely forget all about it and end up paying £5 for the priviledge of home delivery of nothing but a bag of lemons and 6 crumpets... Christmas dinner will be interesting....

WorraLiberty · 07/12/2011 10:29

Yeah well if I make that mistake at least I can get pissed and forget about it Xmas Grin

ViviPrudolf · 07/12/2011 10:30

Xmas Grin Xmas Grin Xmas Grin Wine

happylittlebear · 07/12/2011 10:31

I think the problem is when the subs are not part of the offer or you ordered 3for 2 and only 2 of them are available so you don't get the discount.
I have had this before when I ordered the £10 meal deal and not all the bits I picked we're available so the bits I did get ended up coming to more than that. I called and said I wasn't happy and they refunded me.
I would definitely call them, I have always found them helpful over the phone and always refund when I'm not happy (items leaked in bag etc).

Original poster
neilyourbedroomsonfire · 07/12/2011 10:31

Thanks for the support. I feel a lot braver to confront them now! I was worried they would laugh at me for being a greedy wine monster!

OP posts:
PresentsRibbonsAndMerrySantas · 07/12/2011 10:35

12.3 After the driver has left, you have the right to return goods and/or faulty goods in line with Sainsbury?s store returns policy. Goods not returned to our driver at the time of delivery should be returned at your expense to your most convenient Sainsbury's store within 28 days in original packaging in saleable condition. Please note, it is not possible to return baby food and milk, or frozen or perishable food and drink unless they are of poor quality or faulty, or where we have delivered goods that you did not order and you have not accepted them. DVDs and Games software where the seal has been broken cannot be returned. In order to obtain a refund, please bring your receipt with you.
12.4 We reserve the right to remove Nectar points from returned items

EnjoyResponsiblyIfSleighFlying · 07/12/2011 10:35

I'm betting this was Sainsbo as the exact same thing happened to my friend on Saturday.

Take the jolly lot back to the store with your receipt.

I think it's all well and good making substitutions (although will never forget receiving 2x factor 25 suntan lotion instead of 1 x factor 50 Xmas Hmm but not if the item is considerably more expensive.

PresentsRibbonsAndMerrySantas · 07/12/2011 10:37

above - just incase they say you can not return them Xmas Grin however i would be trying for a refund of the difference first before returning.

WorraLiberty · 07/12/2011 10:40

I have to big up Tescos though!

A couple of years back I ordered my Christmas shopping for the 22nd and they managed to deliver most of it except the turkey crown.

I was well aware that might happen...hence the delivery date as it would give me time to buy one elsewhere, so I wasn't bothered.

Anyway, they emailed me out of the blue to apologise and offer me £40 as a goodwill gesture! Xmas Shock

The turkey crown was only £23 and the £40 they gave me wasn't in vouchers either, it was money they sent straight to my bank Xmas Grin

FredFredGeorge · 07/12/2011 10:41

PresentsRibbonsAndMerrySantas That is what it says, but I can't see anything that would suggest online ordering of wine is not covered by the distance selling regulations (it's not a regular food delivery like a milkman) so in that sense, use the much more generous requirements of that rather than those terms and conditions which would not be enforceable if it does indeed come within the DSR's.

TheSecondComing · 07/12/2011 10:50

This reply has been deleted

Message withdrawn at poster's request.

PresentsRibbonsAndMerrySantas · 07/12/2011 10:56

its saying it can be returned as long as its not been open, wine is nonperishable, its only saying perishable food/drink could not be returned, so she could return it if wanted

EnjoyResponsiblyIfSleighFlying · 07/12/2011 11:56

I'm quite surprised the delivery person didn't point it out though, ours are usually brilliant at it. I've had guys not even take stuff off the van because they know the sub is preposterous!

PresentsRibbonsAndMerrySantas · 07/12/2011 12:07

have you phoned them yet?

sweetsantababy · 07/12/2011 12:33

Ring up customer service to return them. Tesco are generally shite but at least they discount subs.

Parasaurolophus · 07/12/2011 12:37

I have had luck with Waitrose when this happens, they have refunded the difference.

We shop on-line with Tesco every week. They have an excellent delivery service. I can only think of two times in the past year where we have been even mildly disappointed.

Waitrose was a disaster every time.

babydust27 · 07/12/2011 12:54

Ive had the same problem with sainsburys. i rang them n explained that i wasnt aware that i paid the difference for substitutes as i hadnt with asda & was not told by the driver. they refunded the difference

MabelLucyAttwell · 07/12/2011 13:07

PresentsRibbonsandMerrySatas

I might have misunderstood your post but Sainsbury's took back a frozen leg of lamb. I was in a queue at Customer Services and the woman in front of me was returning a leg of lamb (frozen) because it had a 'split' in the vacuum plastic. When she had gone, I asked with alactrity what was going to happen to it. They said that it would go in the bin. A leg of lamb in the bin!! I offered £5 for it. A little discussio with a supervisor followed and I took it home with me. It was perfect when I cooked it 3 months later.

PresentsRibbonsAndMerrySantas · 07/12/2011 13:12

that was damaged, slightly different if you just changed your mind, and anyway all i did was paste and copy their terms, i am no expert in the returning of goods to sainsburys, only trying to help, so op could see that she was able to return, as when on the phone sometimes with any company you may get someone who is unhelpful and say no can not be returned, so always helps if you know otherwise.

Original poster
neilyourbedroomsonfire · 07/12/2011 13:58

I rang Sainsbury's and was told that I should have checked the receipt before accepting the order and that the items were clearly marked in separate blue bags, and blah, blah our policy blah.

To cut it short I am returning all 8 substitute bottles to my nearest store at my own 'convenience' for a full refund. I was advised to check the receipt before accepting the order next time. There won't be a next time.

Never mind. Have a sober Christmas.

OP posts: