Chucky Mama Posted October 8, 2009 Share Posted October 8, 2009 I decided to do an online food shop with Waitrose instead of Ocado as they are doing free delivery, which arrived yesterday. I had ordered 2 bags of mixed small peppers. The photo of course on the website shows a lovely bag of mixed colours. When they arrived 6 out of 8 peppers in eachbag were green. Now I really like many other people, don't like green peppers but in a mixed bag can cope with 1 or 2 but 12! I phoned customers services who said that it was perfectly reasonable to get so many green ones and to basically go away. I said that it was rather like getting a bag of revels full of coffee flavoured ones. I now have to trek into the nearest Waitrose to take them back (along with the bag of apples that looks like someone has played football with ). Am I being unreasonable? Quote Link to comment Share on other sites More sharing options...
Space Chick Posted October 8, 2009 Share Posted October 8, 2009 No, I also have the same pet hate about mixed peppers being too heavy on the green, so I have stopped buying them (I use Sainsburys not Waitrose). Quote Link to comment Share on other sites More sharing options...
Cinnamon Posted October 8, 2009 Share Posted October 8, 2009 No, you are not,if it isn't as shown in the picture you have every right to be narked. Personally I only ever use Ocado as I have only had reason to question their choice for me once,& that time they gave me a bottle of wine as an apology Quote Link to comment Share on other sites More sharing options...
abwsco Posted October 8, 2009 Share Posted October 8, 2009 I think all shops are the same with their mixed peppers. I have a DH who moans if there aren't lots of green peppers though Quote Link to comment Share on other sites More sharing options...
Falkor Posted October 8, 2009 Share Posted October 8, 2009 When I used to order Tesco online shopping I always requested NO carrier bags...that way I unpacked it whilst the driver was still there and often used to send battered and bruised veg back with him I don`t think you are being unreasonable at all! Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted October 8, 2009 Share Posted October 8, 2009 I was told last night that any packing errors on Ocado deliveries get taken out off the drivers' bonuses, not the packers! I love Ocado too, but have had issues with their packing before now.... nothing major, but they still insist on packing salad items at the bottom of the bags! Quote Link to comment Share on other sites More sharing options...
Busybird Posted October 8, 2009 Share Posted October 8, 2009 From the Waitrose on line site - The Waitrose Difference We are committed to bringing you the best quality food. Should you not enjoy one of our products, tell us and we’ll replace and refund you. It is our policy to replace or refund you for Waitrose food and household lines if: a product is not at fault, but genuinely bought by mistake you are unhappy with the product in anyway Sounds to me like you are unhappy with this product and are therefore entitled to a replacement and a refund. Quote that at them Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted October 8, 2009 Author Share Posted October 8, 2009 From the Waitrose on line site - The Waitrose Difference We are committed to bringing you the best quality food. Should you not enjoy one of our products, tell us and we’ll replace and refund you. It is our policy to replace or refund you for Waitrose food and household lines if: a product is not at fault, but genuinely bought by mistake you are unhappy with the product in anyway Sounds to me like you are unhappy with this product and are therefore entitled to a replacement and a refund. Quote that at them I have phoned them back quoting this. I am really not happy, they say that despite the photo being of red and yellow peppers only that it is reasonable to recieve 12 out of 16 green. I said that a mixture meant just that and that if they received a fruit salad which is a mixture of different fruits and received all apple apart from 2 pieces of orange that is would be unreasonable. They said that it was not cost effective or a good use of their driver to send a a replacement which I didn't expect them to do but I did point out that is was not a good use of my time or money to drive to the store, pay to park etc either and that the whole point of shopping online was to no have to drive to the store!!!! They have gone away to chew it over. Quote Link to comment Share on other sites More sharing options...
majorbloodnock Posted October 8, 2009 Share Posted October 8, 2009 From the Waitrose on line site - The Waitrose Difference We are committed to bringing you the best quality food. Should you not enjoy one of our products, tell us and we’ll replace and refund you. It is our policy to replace or refund you for Waitrose food and household lines if: a product is not at fault, but genuinely bought by mistake you are unhappy with the product in anyway Sounds to me like you are unhappy with this product and are therefore entitled to a replacement and a refund. Quote that at them I have phoned them back quoting this. I am really not happy, they say that despite the photo being of red and yellow peppers only that it is reasonable to recieve 12 out of 16 green. I said that a mixture meant just that and that if they received a fruit salad which is a mixture of different fruits and received all apple apart from 2 pieces of orange that is would be unreasonable. They said that it was not cost effective or a good use of their driver to send a a replacement which I didn't expect them to do but I did point out that is was not a good use of my time or money to drive to the store, pay to park etc either and that the whole point of shopping online was to no have to drive to the store!!!! They have gone away to chew it over. They have advertised their policy, and you have bought on that understanding. If they don't follow that policy, they fall foul of the Trades Descriptions Act (although since I'm not a legal professional, you'd have to confirm my interpretation with someone who is). That being so, if they say they'll refund, they must refund. Quote Link to comment Share on other sites More sharing options...
Cinnamon Posted October 8, 2009 Share Posted October 8, 2009 You are entitled to a refund. Goods must be fit for purpose - manky apples can't be eaten & green peppers will not do if you need yellow & red - they taste totally different (& quite vile IMHO!) Not only this but they cannot ask or expect you to return them to store.You booked a delivery for a reason - because you can't get to the store. Ask for the 2 items to be refunded immediately,over the phone. As far as I am concerned they soul;d also compensate you for your trouble - after all you still need to go & get peppers & apples...they should refund your delivery costs at least to compensate for the time & petrol i will now take for you to go to Tesco & get the things they were not able to provide. If they muck you about let me know & I will send the boys 'round Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted October 8, 2009 Share Posted October 8, 2009 OOo, I love it when you're mean Sarah! Quote Link to comment Share on other sites More sharing options...
clootie Posted October 8, 2009 Share Posted October 8, 2009 I'm amazed at this. It's only peppers for goodness sake - what is wrong with businesses these days? This is a tiny complaint to them but dealing with it in the correct manner will ensure further business for them, I don't get it. It's back to that old favourite gripe "Customer Service" or lack of it. Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted October 8, 2009 Share Posted October 8, 2009 Poorly handled, I agree Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted October 8, 2009 Author Share Posted October 8, 2009 Well , I have just phoned again as the promised call from the branch didn't happen. I said that I wanted a refund and that I would accept nothing else but that. They kept me waiting on the phone for 5 minutes and then said 'sorry no one phoned you back but they are very busy and have a long 'to do list' ' They said that they would refund my card sometime this afternoon hopefully . What poor customer service, I am completely shocked at this from Waitrose, I expected better. Needless to say I will not be shopping online with them again and I will be writing in with a formal complaint. At one point I could hear someone semi shouting instructions to the person on the phone, very unprofessional. I now have 12 flippin' green peppers if anyone want any Quote Link to comment Share on other sites More sharing options...
clootie Posted October 8, 2009 Share Posted October 8, 2009 Nah, haven't you got any red? I'd have them. Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted October 8, 2009 Author Share Posted October 8, 2009 Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted October 8, 2009 Share Posted October 8, 2009 I'd be inclined to email their customer services dept with a link to this topic! Might buck up their ideas a bit. Quote Link to comment Share on other sites More sharing options...
clootie Posted October 8, 2009 Share Posted October 8, 2009 Good idea ! Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted October 8, 2009 Author Share Posted October 8, 2009 I'd be inclined to email their customer services dept with a link to this topic! Might buck up their ideas a bit. Good idea ! Job done! Link sent! Quote Link to comment Share on other sites More sharing options...
Janty Posted October 8, 2009 Share Posted October 8, 2009 You'd expect better service from a company with their reputation. Quote Link to comment Share on other sites More sharing options...
Happy chickens! Posted October 8, 2009 Share Posted October 8, 2009 Ocado refund without question, daft not too! Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted October 9, 2009 Author Share Posted October 9, 2009 I can't give the bloomin' things away. I have offered them to everyone I can think of but suprise suprise no one likes green peppers I think that I will have to google recipes perhaps some sort of chutney or pickle (to hide the taste). Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted October 9, 2009 Share Posted October 9, 2009 Sorry I'm not nearer Rachel, or I'd have them from you. Good call to email them the link 0 naming and shaming online always gives them the impetus necessary to pull their socks up. Quote Link to comment Share on other sites More sharing options...
Chook n Boo Mum Posted October 9, 2009 Share Posted October 9, 2009 I'm not sure, but I think when I've posted a link to the forum to DH in an email, it has come up saying he couldn't read it as he wasn't a member/had to log in before he could read it Hope it's all sorted to your satisfaction Chucky Mama Small question from the uninitiated...why is Waitrose now doing a delivery service when Ocado is the accepted Waitrose delivery service ...or have I missed something ? Sha x Quote Link to comment Share on other sites More sharing options...
Valkyrie Posted October 9, 2009 Share Posted October 9, 2009 Sounds like they have too many green peppers to get rid of. I would expect to get what I had seen when ordering. Other than that an even number of green and other colours at least. I would be very miffed about it too - having gone to Waitrose yesterday and picked up a bag of red ones because I don't like green - which is what I have aplenty in my greenhouse! You deserve an apology at the very least with compensation. What a grotty branch - ours luckily is quite good, although I haven't needed a delivery yet, so I can't comment on that service. Ooh interesting Wild Mum, I managed to get on here for research long before I joined (very useful it was too! ), but perhaps the link is different. Quote Link to comment Share on other sites More sharing options...
