Introduction to Late Delivery Refunds
If you regularly order your supermarket shopping online, there’s a good chance your delivery has been late at least once. The bad news is that if you haven’t tried to claim back the extra charge paid for a specific delivery date, you may have missed out. However, the good news is that you now know what to do in the future.
Understanding Your Consumer Rights
Consumer groups say that if you have paid extra for a special delivery and your order arrives later than agreed, you can claim back the additional delivery costs because the service was not delivered as promised. According to the Consumer Rights Act 2015, any contract for the supply of a service shall be treated as containing a condition that the trader must provide the service with reasonable care and skill.
Claiming a Refund for Late Deliveries
A late delivery would be considered a breach of contract under the Consumer Rights Act 2015 because you have paid for a timed delivery under the contract you entered into. You could claim a refund of the delivery costs as the date-specific part of the contract is a breach of contract and has not been fulfilled. It is recommended to contact customer service and be friendly, as you are more likely to get a better result that way given the value involved.
Supermarket Policies on Late Deliveries
Different supermarkets have varying policies when it comes to late deliveries. Some supermarkets, like Tesco, assess things on a case-by-case basis but recommend contacting their customer care teams if there are any delays. Asda aims to deliver goods within the delivery window agreed with the customer and will inform the customer if an order is delivered outside of this window, allowing them to request a refund of the delivery costs. Ocado offers customers a one-hour delivery window of their choice and will contact the customer directly if they are running late, with refunds assessed on a case-by-case basis. Morrison’s and Waitrose also work with customers on a case-by-case basis to resolve any late delivery issues, with Waitrose making every effort to contact each customer immediately prior to delivery to explain the situation and provide an updated ETA.
Applying Pressure for a Refund
Regardless of the supermarket’s guidelines, it’s worth applying pressure (politely) because the law is on your side. If your delivery is late, it’s essential to contact the supermarket’s customer service team to request a refund of the delivery costs. Being friendly and polite can go a long way in getting a better result, especially given the value involved. Remember, you have the right to claim a refund for late deliveries, and supermarkets are often willing to work with customers to resolve any issues.
