Booker’s click & collect fees confuse retailers | Dear Jack


Tracy Raybould and Michael Saunders emailed me from their store, Greens of Bassingham in Lincolnshire, the day Booker imposed their new delivery charges (March 1).

They wrote: ‘I don’t know if you are aware, but alongside these arbitrary delivery charges mandated by Tesco, there is also a problem for other small independent convenience stores like us who rely on Booker’s Click & Collect where a charge of £9.95 per order was also implemented today.

“Unlike the charges introduced for delivery where we received notification by letter, there was NO advance warning of these charges. We requested a copy of the letter which no one can find and our Lincoln branch gave us since said there was no letter explaining the what why and how but we should have gotten a phone call from our area manager we didn’t get a call and despite Click & Collecting twice not once a week has this area manager come out of his office to talk to us about this or anything else for that matter We get the sense that Booker’s doesn’t want to support small businesses independent.

“We know only too well that costs are rising for all of us. We pay higher prices for goods and now we have to pay extra. If we made a Click & Collect order from Tesco, there would be no charge. If we were a catering customer there might not be a charge – we don’t know as we still don’t have clear guidance on the new “rules” – are we alone?

“We will manage the costs by only ordering once a week, as we cannot afford to go out of our small store to prepare our own order. We will use Booker less and other providers more. We will find ways to minimize our expenses with them despite being the industry that kept them afloat when the pandemic hit and all the catering businesses came to an abrupt halt. Otherwise, how are we going to survive?

I contacted Booker about this and received the confusing response: “Historically, there have been some local arrangements for click & collect. We are currently testing this service as we better understand the customer’s needs. »

Are they saying that only certain stores are charged? If retailers in certain regions are not charged, please let me know.


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