Tesco stole from my credit card! ~ Tesco-Complaint

Saturday, February 17, 2007

Tesco stole from my credit card!

On Tesco.com We ordered 12 bottles of a Montana Sauvignon Blanc 2005 that was on offer @ £25.79 per half case, with free shipping total £51.58. A week later the wine was delivered (in the earliest delivery slot available). On checking the invoice the total was £120.90 - two half cases of wine @ £57.95 PLUS £5 delivery.

We looked online and found that Tesco cancelled our first order the day before delivery. The invoice we received with the delivery was against another order number that they had raised. They charged our credit card without our authority. On ringing them, they said that we should have been contacted. We weren't (and we were in all day the day before delivery). They have refunded the money, but have not said how they can take almost £70 of our money without even asking! We have emailed Sir Leahy suggesting that if we took £70 of goods from his shops, but offered to give them back when caught, Tesco would still take us to court for theft. What they have done is no different!

Where do they stand on this? Surely they can't just raise and order and take money off a card without authority? Even though they have refunded the extra money taken (we shall see next statement), they must have committed an illegal act?

Their investigation was slipshod and full of the usual platitudes that so and so has been asked to tighten up on this and so and so on that. It was all rather devalued by the fact that they didn't even bother to check that the wine we bought has never sold for almost £10 a bottle! £6.00 (= £36 a case) is more typical. Even the "Reserve" version of the wine sells for less than we were charged.

And then "It is always a matter of regret when one of our customers remains dissatisfied with any aspect of our operations but I do hope that, despite this, we can still look forward to your custom in the future". As if!

22 comments:

Anonymous said...

k

Anonymous said...

I have absolutely no idea what you are talking about, however I hope you addressed any correspondence to 'Sir Terry', not 'Sir Leahy'.

TM said...

Why does everyone think that for every little complaint they have about Tesco it is appropriate or in fact effective to write or email the CEO. Does anyone actually think he personally reads his own inbox or opens letters to addresed to him. All his correspondence would be filtered. By complaining to the CEO won't then make your complaint anymore important.

I can't see what the problem is? A mistake was made, and it was rectified.

If you had got nowhere with your complaint, then it could be understood why you need to go higher, but this was not the case.

If these mistakes were common, and customers were not happy with the service, then Tesco.com wouldn't have become the largest online grocery retailer in the world.

To equate intentionally stealing from a store and an accidental overcharge or whatever you were going on about, it's quite frankly stupid.

Al said...

Cancelling one order, creating another costing twice as much and taking the payment for that, all without authority, is a pretty big mistake TM.

I have no idea what the law is on this but I would imagine that it would be somewhat illegal to create an entirely new order and then charge the credit card for that. Surely the customer has to authorise any charges to thier card? By creating an entirely new order and not contacting the customer surely there has been no authorisation of any form? The only authorisation would have been in relation to the orginal, cancelled, order.

TM said...

Al, who knows what the complete facts are, that's between this customer and Tesco. They can choose to publish their 'version' of events on the net; however, when people's expectations are not met, there is always a tendency for emotions to run high and a lot of noise made about being the victim.

There is no law being broken here, there is no intent to defraud the customer.

Bottom line here is, a mistake was made, it was rectified. End of.

Anonymous said...

They raised an invoice withour our authority for more than double the amount we authorised (those are facts that they acknowledge). They did credit the difference back, but our complaint was more about how the heck they could do this!

Ok, I agree there was no intention to defraud, but the system is wrong somehow that allows them to do that wihtout us getting any indication they were doing that!

(Also an aside they keep on insisting that store stock was used instead and that was scanned, but that wine was never £10 a bottle, so someone cocked up in store too)

Got an email this morning saying that they are sending a £50 money card, so some sort of result, and some sort of admission that they did do something wrong.

Anonymous said...

People are never happy in this bloody country....

TM said...

How can be £50 moneycard be some sort of result! Sounds a bloody good one to me.

Anonymous said...

listen here tesco clearly conned these poor people, and would clearly have not refunded the money if they hadn't noticed.
What if this had caused them to go over their credit limit? The charges would have been ridiculous.

Anonymous said...

"listen here tesco clearly conned these poor people"

So you have definate proof it was a con not a mistake? Probably not, but some people love to say that companies con them rather than make mistakes, make their dull stories more interesting.

You should make friends with David Nicolas

Anonymous said...

Bet they still shop at tesco though :P

TM said...

Anyone else noticed how most comments on this site are more PRO Tesco than against! From the last last few posts, most people are in favour of Tesco!

Also, it seems Tesco-Complaint have removed the auto-post facility so they can control the content, and stop the truth getting out. I've posted a couple of times and they haven't published my post. Speaking of Tesco-Complaint, haven't they been quiet recently......

Anonymous said...

Yeah very quiet.

Anonymous said...

Yeah very quiet.

Al said...

Just thinking that myself, perhaps they've found something better to do. Or perhaps they've found another company to harass.

Anonymous said...

listen here tesco is a joke and i cant wait till kwik save takes over clearly they have better service nicer shops better staff cheepa prices nicer quality food and overall just amazing i cant wait till tesco is beggin kwik save to stop expanding tesco losers

TM said...

Didn't know kwiksave still exsisted

Anonymous said...

If quicksave gets as big if Tescos it will have just as many people complaining about it.

People just like to moan.

Al said...

Kwiksave are still around in the North but apparently they're in trouble now, so they might not be for much longer.

Anonymous said...

there will always be a need for quality shops like kwiksave one day i dream of terry leahy lickin the boots of kwiksaves managing director and it being broadcast on youtube

Anonymous said...

KWIK SAVE IS FOREVER....ITS ALL I NEED TO PLEASE ME....IT CAN, STIMULATE AND TEASE ME....IT WONT LET ME DOWN

Anonymous said...

TESCO have no customer service. A pair of suit trousers ourchased had the seem come apart within two days. They refused to refund saying it's not a quality fault.

I'm disgusted.

I think everyone should email the Chief Exec Terry.Leahy@uk.tesco.com to complain.