One customer had to wait six weeks to collect money from her canceled £ 90 Sainsbury’s store, while others had to borrow money from family and friends to pay bills and order more food.
Tesco and Sainsbury’s have been criticized for leaving customers waiting for refunds after their online delivery orders were canceled.
Consumer champion Who? says a customer had to wait six weeks for a refund from her canceled Sainsbury’s store worth £ 90.
Elisabeth Pearson from Glanamman in Carmarthenshire, Wales, called Sainsbury’s four times to request an update on her repayment and said she needed to borrow money to cover her bills.
In another case, a customer had to borrow money to buy food after Sainsbury’s took two weeks to repay £ 150.
But instead of a cash refund, the buyer was given three £ 50 vouchers to use – which she was then unable to redeem at first due to an online glitch.
Have you waited a long time for reimbursement from a supermarket? Let us know: [email protected]
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On its website, Sainsbury’s says customers should expect a refund within five business days.
Sainsbury’s have given these shoppers a £ 20 voucher to apologize, but customers say they feel ‘disappointed’ with the service.
The supermarket told Which? : “We process tens of millions of online grocery orders every year and are committed to providing the best service possible.
«The case studies Which ones? shared do not represent what the vast majority of our clients experience.
Who? also heard from Tesco buyers who were disappointed with a long wait to get their money back.
More consumer rights explained
Neo Dark from Kent waited six working days to get his money back from Tesco for his £ 144.44 order after his delivery was canceled.
Neo, who suffers from several health issues and is dependent on deliveries, told Which? he only “considers Tesco as a last resort” for grocery shopping now.
Another Tesco buyer, a single parent who is ‘on a tight budget’, struggled to feed his family after being charged twice for his purchases worth £ 100.34.
Tesco says it aims to issue refunds within three to five business days, according to its website.
Who did the supermarket tell? that duplicate permissions are very rare and has stated that it will only cancel online orders under exceptional circumstances.
Your rights explained
The Consumer Rights Act 2015 and the Consumer Contracts Regulations are the two pieces of legislation that define consumers’ reimbursement rights.
Consumer law states that you should receive a refund within 14 days of the business accepting the refund.
So if you wait longer than that, it could mean that the retailer has broken the consumer law.
If you are unhappy with the service you received, your first step should be to write a letter or email to complain to the company.
You must clearly explain your situation, why you are not satisfied, and include any supporting evidence to substantiate your claim.
If you do not have an answer or if your situation is still not resolved, you can contact the consumer mediator free.
Consumer complaints site Resolver will also be able to help you further escalate your request.