I started a shopping order about 7-10 days ago for delivery tonight.
Short of time, this morning I took 2 hours to update my order with the bulk of my 2 weeks worth of shopping. I was doing this to within 10 mins of the cutoff time (0944) only to find, that with almost £200 of shopping to checkout they had already prevented the order being placed. To be on the safe side, while I sorted it out I saved the big basket i couldn't check out.
This, it turns out, is a bug of some weeks standing. The list actually is sent to the store and therefore unchangeable, at 4AM, not the advertised 0944. After 5 telephone coversations, somebody at Tesco Online said they'd update my original order with 1/2 dozen "stranded" items so I got one delivery. Only they couldn't do it on my scheduled slot for tonight, they'd do it tomorrow. So I said OK. A bit later they said, sorry, that slots gone now, how about Friday. So I said Ok. I asked them to make sure the first order was cancelled and refunded and I wasn't double charged.
Later in the day I checked and my order was updated with some items from the original order (but the wrong brands), and others were missing altogether. And I'd had no confirmatory message that the order had been refunded - in fact it was still showing. And I noticed I could actually have a delivery tomorrow and not wait til Friday.
So I called and explained and was assured it would be sorted out. And after they said it was, I checked again. And items were still missing and the items they'd put on before that were the wrong brands were still
on the order. So I edited it myself and changed the delivery slot while I was about it.
They said they'd refund the delivery charge. Not automatically though. Only if I called back after the order was placed.