Supermarket customers could be owed cash if deliveries are late

Tesco van
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Supermarket customers who place an order online only for it to turn up late could be entitled to some money back.

Many shoppers no doubt have been frustrated by a late supermarket delivery at some time or other but they might not have thought to ask for a refund. In certain circumstances, however, they could be eligible for some cash in return.

The consumer group Which? says that if a customer has paid for 'special delivery' or if the order arrives 'later than agreed' then delivery costs could be claimed back 'as the service wasn't delivered', reports The Mirror. And Scott Dixon, from the Complaints Resolver website, told Sky News that this instance falls under Section S49 of the Consumer Rights Act 2015.

This reads: "Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill." He told the news outlet that a late delivery would be considered a 'breach of contract' under this act and added: "you paid for a time-specific delivery as part of the contract you entered into.

"You could request a refund of the delivery charge as the time-specific part of the contract constitutes a breach and has not been fulfilled." If this happens, Scott says the customer should contact the customer service team at the supermarket store to request a refund.

He advised being "nice about it", adding: "You are more likely to elicit a better outcome that way given the value involved."

Tesco told Sky News that it makes judgements on a case-by-case basis. The store encourages customers who have faced delays to contact their customer service team.

Asda noted that it "always aims to deliver goods within the delivery slot agreed with the customer", adds the report. However, if an order is to be delivered outside of this slot then it will let the customer know that a refund on the delivery charges can be requested.

Morrisons and Ocado both say that instances are judged on a case-by-case basis with Ocado noting that it "always" contacts customers directly to let them know of any delays. A Waitrose spokesperson said: "In the event of a delay, the shop makes every effort to contact each customer directly in advance of their delivery to explain the situation and provide an updated ETA.

"If the customer is no longer able to accept the delivery, we work with them to reschedule it at a time that suits. While delays are often beyond our control, we assess each situation on a case-by-case basis and Partners can offer a gesture of goodwill when customers are inconvenienced."