To think that there must a way of getting a refund for a supermarket delivery which doesn't turn up?

[Carla786]

My DM made an online order from Waitrose for this evening which didn't come. At the time it was supposed to come, she got a text saying 'We've delivered it' but nothing in the porch!

She says there's no point asking for a refund as they insist it's been delivered. She says that's not the first time that's happened, either

Surely there must be a way of getting a refund? It's outrageous for a supermarket to take the money & not deliver the goods...!

• [Post edited by MNHQ on OP's behalf - it originally stated that the online shop was from Sainbury's, now corrected to say Waitrose]

I work for Waitrose in one of the branches that has e-com.

You will be automatically refunded if the order wasn't delivered & you don't make contact.

Ring the branch it was delivered from - they will either offer re- delivery or you can collect from the shop itself.

Mistakes do happen - the shop will want to sort it out for you & find out what went wrong.

We have a Waitrose delivery and I always have a “it’s on its way” text and then a link which shows some tracking details - the hour time slot narrows to a 30 minutes slot and changes to “you’re next” when appropriate. Does she also have this tracking information?

This didn't happen, for some reason..!

Sorry, I posted this rather hastily and should have clarified exactly what she meant. She said they had failed to deliver before, but in that case it was due to lorry breakdown so a different issue. She did refund then.

A few years ago I missed a Waitrose delivery because the lazy teen in her room couldn’t be arsed to answer the door and I had to nip out , the money was refunded, I can’t remember if they still charged for delivery .

You’d be surprised about the hearing issues. I don’t and people in the house think I don’t but I don’t hear the oven alarm from the other room easily and whether I hear the door depends where in the ground floor I am. We lose our high sounds at 60 plus. I don’t need the tv loud though.

If they didn't deliver they will refund. Waitrose always text when they are 15 minutes away.

A lot of details have certainly changed from Op's first post.

In answer to the thread title yes of course there is a way to get a refund for a supermarket delivery that doesn’t turn up - you just call them and say it hasn’t been received.

I get a Waitrose delivery every Saturday. Any problems I’ve always found customer services very helpful, either by phone or email.