AIBU about missing items in supermarket deliveries

[Sallytheseal]

This isn’t a huge problem and I’m very grateful for supermarket deliveries, especially at the moment, but I’ve noticed a bit of a recurrent problem with my deliveries.

I usually book a weekly delivery and then add things on the app throughout the week as I realise I’ve run out of things, so I don’t do my shopping in one go. About 5 weeks ago, I realised random ingredients were missing from my delivery (not in subs or flagged as missing), but I assumed I hadn’t ‘checked out’ my changes properly. When I checked my receipt, I had checked out all the items.

Since then, I’ve started ticking off against the receipt when I’ve brought the shopping in and it turns out one or two things are missing every shop. At first I thought perhaps things were falling out of the crates because I choose bagless delivery so then I started requesting bags, but it still happened. Also, sometimes it was quite large items which shouldn’t have fallen out.

I’m at a bit of a loss what to do. I usually have bags waiting and get the delivery into the house as soon as possible as I really feel for the drivers standing in the cold and also being exposed to so many people everyday, so I don’t get a chance to check the list then. I don’t want to ring up the supermarket afterwards, as I’m not sure if the delivery driver would be penalised? Also, I’d much prefer to just get my delivery than a refund or anything.

Any ideas what might be happening? Has anyone had this happen with their online deliveries? How would you resolve it?

are all the items on your 'delivered list' present ?
it might be the item was out of stock otherwise.
iceland send their stuff out in bags thankfully and are ususally pretty good in all the years i've had online from them.

We've had missing items a few times but not recently. Just phone up and let them know and they'll refund it in our experience.

I think so. I checked the ‘missing and substitutes’ section and they weren’t listed there - might just go check my receipt again

If they're listed as delivered in the receipt, but not actually delivered, then of course you phone the supermarket!

Which store is it? Asda you can go back on your order online and request a refund for missing items

This happened to me. It’s one of the many reasons I now go to the supermarket in person once every 2 weeks at the quietest time I can! (Not ideal as I’m pregnant)

It started with a bag of frozen chicken poppers. They were on my receipt but not in my shopping. Then a block of cheddar cheese... then frozen cauliflower. All too big to fall out or be accidentally misplaced. Gave up trying to get through to customer services.

Very frustrating

So I’ve just checked and the ones from last week are listed as delivered on the receipt.

The reasons I haven’t called is:

1. It’s such a massive faff to call and complain over a small item and
2. I’m worried the delivery drivers will be penalised - does anyone know if they would be?

Sorry, so unclear. I mean the items which were missing last week were listed as delivered

I work in a supermarket and yes do ring up. We probably wouldn’t be able to get the items redelivered to you but would definitely refund. The driver wouldn’t be in any trouble as most likely what has happened is a picker has put the item in a wrong tote or it’s fallen out somewhere.

@justthecat

Which store is it? Asda you can go back on your order online and request a refund for missing items

This. Happens all the time on mine. Don't understand why you wouldn't say something!

I would email them. Asda at least,always wan't to know if anything is amiss with your orders. I don't think the drivers would be in trouble, as they know they would be in trouble if things kept going missing.

Thanks everyone. It’s Tesco, not Asda, but I’ll ring up if it happens again

If I ever have a problem with my Tesco delivery I message them through Facebook, much quicker than waiting for the phone to be answered

Not sure about Tesco but with Ocado you can just fill in a quick form online for a refund.

I've been finding the same with Sainsburys. I can only imagine that it's because they are busier and possibly have newer staff? If it's an expensive item I'll call up but cheaper things I don't bother. Very annoying though.

Very odd that it happens so often. If it's several items on an order could it be you're missing a bag/tray? That's happened to me before but the driver did come back.

Ring the number on your receipt and they'll refund you happily. It's never taken me long to get through on the phone.

I usually have bags waiting and get the delivery into the house as soon as possible as I really feel for the drivers standing in the cold and also being exposed to so many people everyday, so I don’t get a chance to check the list then.

Stop doing this. Inform the driver that you've repeatedly had items you were charged for that weren't delivered so you will be checking everything is there.

If something is missing, ask the driver to check the van again. I've had them come back with a crate they'd overlooked.

And of course if something's absent you phone up for a refund!

Tesco let you claim back online too.

tescoforms.creativevirtual.com/tesco_webforms/online_grocery_shopping/delivery_and_click_and_collect_queries/forms/missing_or_incorrect_items_and_substitutions.html

They can't fix something they don't know about OP, that's exactly why you ring them. Unless of course you're happy to pay for things you haven't received.

I'm with Tesco. I have problems every single week. My local store pickers are utterly useless - this was said to me by the on-line orders manager herself who told me that the turnover of staff is phenomenal and training virtually non existent. I phone up every single time something is wrong - I am always very pleasant as I am grateful for the service not least because we are shielding. I always get a full refund of the missing/out of date items and often a £5 goodwill voucher by way of an apology. I do think the supermarkets are doing a great job but it is VERY frustrating not being able to get your own shopping. I'll never take it for granted again!

I've had this recently with tesco so frustrating

I've had my weekly shop from Asda delivered for years now (really bad health issues) and it's very rare that something has been missing but if it is I have three days to request a refund from my online account.

It only takes seconds - just click on the order then on Ask for a refund, select the missing item(s) then 'Missing' as the reason in the drop down box and hit submit and job done.

@safariboot

I usually have bags waiting and get the delivery into the house as soon as possible as I really feel for the drivers standing in the cold and also being exposed to so many people everyday, so I don’t get a chance to check the list then.

Stop doing this. Inform the driver that you've repeatedly had items you were charged for that weren't delivered so you will be checking everything is there.

If something is missing, ask the driver to check the van again. I've had them come back with a crate they'd overlooked.

And of course if something's absent you phone up for a refund!

This, and/or the driver may be able to process the refund there and then.

I always ring if something is missing - we're pretty strict about checking it all off the delivery note. We don't make the driver wait on the doorstep while we sort through it.

I have also phoned on the rare occasion we have had a high value item delivered in error.

Drivers aren't penalised - I know the dot.com manager at my local Tesco and he says they like to know for training purposes. Although, I guess if similar high value items go missing (eg. bottles of spirits) with the same driver it highlights an issue that can be addressed.