A Tesco delivery driver has revealed a little-known rule that lets customers get refunds without returning any items. The trick applies to unwanted substitutions and can save shoppers up to £5.
How the refund trick works
Drivers have an option on their keypads to issue refunds for unwanted substitutions, even if the buyer wants to keep the item. Supermarket staff told Sky News that the trick depends on the driver's discretion and only applies to items below £5.
"It depends on how much we like you," one said.
Another driver told the outlet that the rule is linked to a Freshness Guarantee for items below £5. This means customers can keep a product and receive a refund if something is not quite right with it, whether it is a substitute or otherwise.
What is official Tesco policy?
Official Tesco policy appears to let customers choose between a refund and keeping the item, without paying more than their original order. The retailer maintains that 97% of orders are fulfilled exactly as expected.
How other supermarkets handle substitutions
Sainsbury's is clear that if substitutions are accepted on the doorstep, customers will not be eligible for refunds. Morrisons is less clear and suggests customers can request a refund within one week of receiving a delivery or collection if items are substituted or not as expected.
Waitrose says it will charge the customer for the lowest-priced item in the event of substitution, with refunds only available if it is handed back. Ocado also says it will only offer refunds if customers decline the substituted item.
Asda says shoppers are refunded the difference if a substitute costs less than what they originally ordered.
