Tesco online "guide prices": charged price on day of delivery not day of order.

[valery]

Last Tuesday, I bought a bottle of wine in my local Tesco, it was on special offer. We liked it and decided to order a couple of cases online.
First time using this method. The wine was delivered the following evening. I noticed that the price on the delivery docket was over 50% dearer than the price quoted in my order confirmation.
While the delivery man was there, he tried to contact Tesco without success. He then told me that Tesco had a no quibble policy if they overcharged and to hold on to the wine and contact customer service this morning.
I have made numerous calls to Tesco today. The no quibble policy does not apply to overcharging. They first refused to make a refund of the difference and eventually numerous calls later agreed verbally. However, despite requesting it, I have received no confirming email and/or copy of the visa credit.

Belately, I read the small print on the order confirmation. The price quoted is only a guide price and the price instore on the day of delivery is the price you will be charged.

I buy a lot online and never came across a "guide" or flexible price for items. I would have thought that the price on the site when you make the purchase should obtain.

 

[millieforbes]

I thought the "guide" element of the guide price usually covered things like fruit & veg that need to be weighed and substitutions or items that might not be in stock. I thought that usually if an offer will finish before your order is delivered they will flag this either when you add the item to your basket or when you check out, because, as you say, otherwise they could adjust the price to anything they felt like on the day.

I did get a refund from Tesco for frozen goods that didn't arrive in a delivery - I contacted them by email and they replied a couple of days later - I think the repayment was slow but happened after a week or two.

Did you check the price the wine is now?

 

[TLC]

There was a piece about the on-line charges for shopping on BBC watchdog last week & the Tesco (and other supermarkets) policy was that they could not guarantee the instore offer prices for people ordering on-line. I don't think that the customer had any comeback as it was in the - very small - terms & conditions.

 

[Crugers]

Price change might be covered by T&C's but acceptance would not be compulsory...

Surely it would be covered by EU Distance Selling Regulations and therefore items could be returned, without reason, and a full refund would be obligatory...

 

[valery]

After numerous phone calls and an email to Tesco customer service, I finally received confirmation that they have refunded the difference between the price quoted when I made the order and the price charged to my credit card. The wine I bought was 8 euros per bottle on Tuesday when I made the order and 12.98 on Wednesday - 60% increase. Given the size of the order, there was a far size sum involved.

I did make the point to Tesco, that the shop fulfilling the order should check the price quoted and charge accordingly - but seemingly that cannot be done under their systems.

I will never use Tesco online again. The increase in price on my order was easy to spot as I was buying multiples of the one item but the hassle of checking a large grocery order would do my head in.