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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:
fergoose · 07/12/2011 14:10

how rude of them to talk to you like you are a 3 year old saying you should have checked, etc - I agree, vote with your feet and shop elsewhere.

RhinestoneCowgirl · 07/12/2011 14:13

I had an issue like this on a special offer with Sainsburys, but as it was on something small I couldn't be fussed to complain (it was a 3 for 2 deal but surprise surprise the third item was substituted Hmm).

I'm not impressed...

PresentsRibbonsAndMerrySantas · 07/12/2011 14:18

tescos has a new online customer!!! Xmas Grin
i would wright to hq and tell them everything and add that you will not be shopping on line with them again but will be going to tesco who are fab and customer service is great.

redlac · 07/12/2011 14:21

I always use Tesco online after the manager delivered my shopping in his car. They phoned to say the van had broken down and couldn't delivery my shopping, cue me crying down the phone as I had just got out of hospital after a CS with DD, home alone with DD and couldn't drive the car - I got a bunch of flowers and a congratulations card when he delivered the shopping :)

Original poster
neilyourbedroomsonfire · 07/12/2011 14:24

I have a Sainsbury's credit card too. I was gunna spend loads on that (the online shop last night was nearly £200 alone)

I think Tesco do a credit card. And I need to replace some of this wine I'm returning.

I wonder if Tesco got any good offers on red wine?

OP posts:
LiegeAndLief · 07/12/2011 14:25

To be fair to Sainsbury's, it is only recently that Tesco has started refunding substitutions and a very similar thing has happened to us a couple of times with wine offers from Tesco. We noticed at the door though and just sent the wine back with the driver. I don't really think they've done anything too heinous here - yes, annoying that they didn't have the wine on offer available, but the substitutions would have been very obvious when they delivered and they are letting you take them back for a refund.

ISawPINOTSnoggingSantaClaus · 07/12/2011 14:28

18 bottles? Excellent When shall we all come over? Xmas Wink

LaurieFairyCake · 07/12/2011 14:29

Adds charge extra for substitutions - I had a delivery Saturday and had to hand back the bag of subs as on my receipt it would have cost me £10 more.

PresentsRibbonsAndMerrySantas · 07/12/2011 14:29

i bet if you look tesco will have some great offers online and remember if they don't have them when they pick your order, they will sub at no extra cost to you and still give you the offer and their customer service staff are great.

Camerondiazepam · 07/12/2011 14:31

Sainsburys do this a lot with stuff on offer, drives me mad. Oh sorry, I meant it drives me to shop elsewhere.

blackteaplease · 07/12/2011 14:32

Was that the first time you had ordered? The subs are really obvious, so it's not their fault that your DH didn't send them back, plus you can refund them at customer services.

I've had really good customer service from Sainsburys and have benn getting deliveries for two years now.

Chandon · 07/12/2011 14:34

Sainsbo? I used to order every week, but it got worse and worse and they never had the bogof I asked for, and always more expensive substitutes... so I now boycott them!

TheSecondComing · 07/12/2011 15:03

This reply has been deleted

Message withdrawn at poster's request.

mich54321 · 07/12/2011 17:53

Been using Tesco online for years. If they ever substitute, they always pricematch and do for the lower amount so you are not out of pocket . Sometimes if the substituted item is not included in the deal, it doesn't get recognised when going through the till as being part of the special offer and you don't get the extra discount (this is because the till scanner doesn't know you actually ordered the special offer). Whenever this has happened to me, I have always phoned up Tesco and they have always honoured the discount.

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