MSE News

Online Tesco shopper? Check if you're due a refund after glitch sees some users wrongly charged minimum order fees

Tesco shoppers who order online should check their receipt for a £4 'basket fee', which may have been incorrectly applied. The supermarket has admitted that it's wrongly charged some the fee following a glitch. Tesco won't proactively contact those impacted, so you'll need to request a refund. 

Usually, the supermarket only applies its basket fee if you knowingly place an online order of less than £40. Where cheaper substitutions, or items being out of stock bring your initial £40 (or more) order under this limit, Tesco won't apply the minimum basket fee. Tesco takes payment from shoppers at the point of delivery, not at the point of order. 

However, a technical error means a "small number" of Tesco shoppers have wrongly been charged in this scenario. The supermarket won't notify you if you're affected, so you'll need to contact Tesco for a refund. You can do so over the phone on 0800 323 4040, or via WhatsApp on 0800 917 7403. Make sure you keep your receipt and/or copy of your final delivery order as proof. (MSE) has spotted a handful of complaints both online and on our Forum from Tesco shoppers who've found themselves out of pocket - see below for a selection of these. It's unclear if the problem has been resolved - we've asked Tesco and we'll update this story when we know more. 

If you're looking to cut the cost of your grocery shopping, see our Supermarket Shopping Tips.

'It's not my fault and yet you've charged me a basket fee'

MSE has spotted several complaints from angry shoppers after being incorrectly charged the basket fee. Here's a sample of what we've seen:

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