Overcharging for items and adding fees without my knowledge or consent.
I have been a Tesco customer for 20+ years. Recently, I have been using the Whoosh delivery service for small purchases instead of popping around myself. I came across an issue on June 23rd, I was charged far too much and had missing items in the delivery. I ordered 5 items to the sum of 15.74e, plus the 3.99e delivery fee. The first issue was on the payment page, apparently I had exceeded the weight limit and was forced to reduce the size of my order, so I did. The second issue was also on the payment page, the total was itemised to the value of 15.74e + 3.99e, but the total didn't add up, the total said it was 25 euro exactly. This has happened before and it usually just takes the correct amount from my account. However, it took 21.73, which didn't make sense. I thought the extra charge would be reverted, as sometimes mistakes happen. The delivery arrived without an item that cost 6.99e +90c (Dr pepper six pack). The payment didn't change, so I contacted customer care and explained I was charged too much. The payment was revised and some money went back into my account, but not the correct amount. I asked customer care why the numbers didn't add up, and as it turns out, the items cost more when you use the whoosh service. This is not visible, nor made apparent when you are purchasing, so you don't know what the price of each item is until you're sent a receipt by email, which is extremely dodgy. This hadn't been the case in previous orders, so I was very confused. They also added an extra two euro "minimum basket charge", even though I was forced to reduce the size of my order. I explained everything to the customer service reps through email. They explained that the issue with the extra fee was that, when an order is under 15 euros, they add this fee. I explained that my original order was over 15 euro, and it wasn't my fault they couldn't send the Dr.Pepper. I fully expected them to return the 2 euro, as I never agreed to pay the fee. Instead they have refused to acknowledge that it was their mistake and are going to keep my money. It's not a lot of money, the amount isn't the point. It's all very deceptive. Listing prices and then charging another price without telling you, and adding fees without your consent. That's not OK in my book, it's very shady. I really can't believe the blatant shady behaviour of such a reputable supermarket. Get it together Tesco. You've lost a customer over very little money, I hope it helps.