Tesco has issued a warning about buying items online after a query from an unhappy customer.
The customer got in touch over X saying: “Placed an order online, was told by customer service to get VAT receipt at superstore, went to Hove superstore, they said their systems to do not allow for VAT to be printed/emailed on online orders.”
Tesco apologised for the mistake and spelled out how the rules work. The shop said: “Unfortunately, the VAT receipt can only be issued by the store within 30 days of purchase.
“The VAT receipt can be issued by the colleague at the customer service desk of a Tesco Extra/Super store.”
The Tesco website advises that if you want to get a VAT receipt, you should take your original till receipt to the customer services desk.
Customers are advised: “Our colleagues will be able to arrange for a VAT invoice to be completed while you wait.
“If you’re a non-EU resident and you’d like to claim the VAT back on your purchase, please visit a customer service desk (large stores only) and we’ll arrange for the relevant VAT receipt to be completed while you wait.”
If you purchased an item from a brand partner of Tesco through Tesco Marketplace, you should contact the Marketplace partner directly. You can find a list of the partners’ contact details here.
Tesco was recently quizzed about its refund policy as a customer had been waiting several days for theirs to arrive in their account.
The shop chain said in response that “it can take 3-5 working days for the funds to appear back in your account”.
How you get your refund varies depending on how your originally paid for the item. If you made the purchase with credit or debit cards, the shop’s website outlines that “your money will go back onto the same card. Please allow 3-5 working days for the refund to show in your account.”
If you bought the item using Clubcard vouchers, you will get the refund as the equivalent value in Clubcard points for online purchases.
If you made your purchase using a gift card or a money card, the amount will go back onto a Tesco gift card or money card.
Looking at other supermarkets’ refund policies, Morrisons says it can take between 7 and 10 days for the cash to appear in your account “from the date we have processed the refund”.
Sainsbury’s warns that refunds for an item bought using a debit card “may take 5-7 days (including weekends and bank holidays)”. Asda has a policy that your refund time “can vary depending on how you chose to return your items to us”, advising to get in touch if you still haven’t had your money back after 14 days.
