Online Shopping Missing Items
Discussion
Ordered an online shop from one of the big name supermarkets. It arrived on time, and as I took the crates in to unload, I noticed there were two items missing. Went back out to the driver and asked if there was another crate. There wasn't, so I asked him to check his device to see if the items were out of stock which might explain why they weren't present. He said he didn't have that information on his device (which I found bizarre) so I asked him to raise a missing items claim before he left. He said he couldn't help me as he only had six minutes to complete this delivery telling me I would have to take it up with the store. He simply wasn't interested in doing anything to help.
Since this incident, I have been on the recommended online chat on six separate occasions. Each time I was told a manager would call. Nobody did. However there was a bit more success on the fifth chat as the 'agent', clearly based abroad, confirmed that a refund for the missing items had been authorised and I would see it within five days.
Day six: no refund. I jumped back on the merry-go-round; this time my call ended up at the Executive Office (sounded like he was in his bathroom at home) and he quickly went into a blurb about the items, 'were not returned to the store' and I therefore would not be eligible for a refund. I calmly tried to reiterate that the most important detail from my point of view was that they were not delivered to me, and that I have been charged for the missing items. His response - and attitude to match - was: all the nopes, 'we will not be issuing a refund as per our policy'.
Both items were bottles of alcohol, one of which was a gift (boxed cognac).
Total value: £57.50 so I won't be writing it off.
Why couldn't the driver confirm the items were not in the delivery before he left? Instead he did an escaping act leaving me to now try and prove I'm not a chancer!
Strongly worded letter to head office? Chargeback? Any other options?
Since this incident, I have been on the recommended online chat on six separate occasions. Each time I was told a manager would call. Nobody did. However there was a bit more success on the fifth chat as the 'agent', clearly based abroad, confirmed that a refund for the missing items had been authorised and I would see it within five days.
Day six: no refund. I jumped back on the merry-go-round; this time my call ended up at the Executive Office (sounded like he was in his bathroom at home) and he quickly went into a blurb about the items, 'were not returned to the store' and I therefore would not be eligible for a refund. I calmly tried to reiterate that the most important detail from my point of view was that they were not delivered to me, and that I have been charged for the missing items. His response - and attitude to match - was: all the nopes, 'we will not be issuing a refund as per our policy'.
Both items were bottles of alcohol, one of which was a gift (boxed cognac).
Total value: £57.50 so I won't be writing it off.
Why couldn't the driver confirm the items were not in the delivery before he left? Instead he did an escaping act leaving me to now try and prove I'm not a chancer!
Strongly worded letter to head office? Chargeback? Any other options?
I don’t understand how this works with the supermarket you are using.
Ive used a few, and whenever something is missing, the driver simply reports it as missing / returned / damaged at the doorstep on their device.
You normally get an amended receipt within the hour.
Which supermarket doesn’t do this? I just don’t understand how else it could work?
Ive used a few, and whenever something is missing, the driver simply reports it as missing / returned / damaged at the doorstep on their device.
You normally get an amended receipt within the hour.
Which supermarket doesn’t do this? I just don’t understand how else it could work?
kers 
Glassman said:
Orange livery. I expected a bit more care from them. Driver was unhelpful and I feel stitched up.
Online manager here.It does tell the driver on their handset a list of items you've ordered.
We do get missing items, usually when a multiple is ordered and the shopper puts the correct one in the tote and then when picking up the next ones from the shelf they unfortunately put them in the wrong one. We're all humans, it happens.
At my store in this situation the driver would refund them on the doorstep, or if it was something urgent the customer absolutely needed we'd arrange to redeliver them out later that day.
Unfortunately it seems you've encountered an unhelpful driver - call and speak to the store directly, then get through to online. They'll sort it without going through the call centre I'm sure.
Glassman said:
Orange livery. I expected a bit more care from them. Driver was unhelpful and I feel stitched up.
This is very suspicious. You will have got an email from the orange supplier before the delivery advising you “good news, we have found everything you ordered “, or something similar. The orange delivery driver has the complete order on his “computer device thingy “. If an item is damaged or is a substitute that you choose to reject he simply updates the device for an automatic refund.I have always found the orange delivery service to be excellent. Damaged items: the delivery driver just says “keep it if you want to and I will arrange a refund” which he does there and then in front of your eyes. Missing items discovered after delivery driver has left: just phone the customer service number and go to the local store and pick it up. Wrong item delivered: just go to the local store with the order printed out and ask for the correct item. Never a problem over six years of regular deliveries.
Do you know which store the delivery originated from? A visit to the store and a polite word with the local store manager might be helpful.
Good luck chasing this down.
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