Tesco's Direct saga!

rosielx

Ordered expensive coffee machine and arranged delivery for two hour time slot on saturday and pai extra for this. Waited in for two hours but nothing arrived. Checked on internet site - told me that order was mislayed and that customer services would contact me shortly. No call after an hour so I phoned them and was told that the coffee machine was at our local store. The customer services person then told me that they would leave a note for the dot.com manager to call me on Sunday morning first thing. Promised delivery on Sunday morning and refund of delivery fee which I have received.

Needless to say waited till 11:30am on Sunday morning and did not receive a call. So I phoned again and was told that there was a note on file for them to call me but the dot.com mamger had not received the message. Told that coffee machine was indeed at local store but could not be put on vans for delivery as they had already gone. Told that it could be delivered on Monday morning but this was useless as I commute 60 miles to work in Cambridge every day and leave very early. Arranged delivery for 7pm on Monday night and told them that it has to be 7pm as I'm looking after my daughter whilst my partner is away on business and can't keep her up too late.

6:30pm tonight received call from driver confused about address. Corrected him and gave detailed directions and that we have new gate and black car on drive. Waited for delivery nothing arrived. Can only assume that the coffee machine is driving around Norfolk. 9pm toddler starts screaming because she is over tired so I put her to bed (run the risk of tesco's coming and if they ring the bell and my dog barks that will wake her up again).

Heard a van go past earlier but by the time we were organised enough and I had grabbed toddler and put coat on no sign of it but no call from lost driver either. Tried phoning customer services and although the line rings and rings I get no response. Sent very long email and am now sitting in study watching the road just in case.

The worst thing is that I suffer from panic attacks and anxiety related to PND when I look after my daughter alone for long periods when my partner is away. Tesco;s have really aggravated this tonight and I feel tied up in knots and unable to sleep for the second night running. I'm sorry this is such a rant but I can't believe a major company can be so disorganised. The problem is that they were the cheapest supplier. I'm tempted to pcik up at the store and charge them for diesel and my time off work. It's difficult for me to collect it as we live a thirty mile round trip from the store and by the time I get home and collect daughter from child minder it's late.:mad:

d.edna

rosielx wrote: »

Ordered expensive coffee machine and arranged delivery for two hour time slot on saturday and pai extra for this. Waited in for two hours but nothing arrived.

This should be an immediate delivery refund

Checked on internet site - told me that order was mislayed and that customer services would contact me shortly. No call after an hour so I phoned them and was told that the coffee machine was at our local store.

Dundee/Cardiff customer services couldn't phone for the fire brigade if they were on fire

The customer services person then told me that they would leave a note for the dot.com manager to call me on Sunday morning first thing. Promised delivery on Sunday morning and refund of delivery fee which I have received.

From my time in tesco the way Dundee/Cardiff worked was the agent you spoke to would have rang through to the branch and more directly the department and ask for the dotcom manager, if they are available great, if the department can offer the mobile number they are on great, else dundee/cardiff will say they will call back later and you guessed it - they dont

Needless to say waited till 11:30am on Sunday morning and did not receive a call. So I phoned again and was told that there was a note on file for them to call me but the dot.com mamger had not received the message.

As I said above, this is the most common reason.

Told that coffee machine was indeed at local store but could not be put on vans for delivery as they had already gone.

This is bolderdash, there would have been a shift swop during the day where the vans return to base.

Told that it could be delivered on Monday morning but this was useless as I commute 60 miles to work in Cambridge every day and leave very early. Arranged delivery for 7pm on Monday night and told them that it has to be 7pm as I'm looking after my daughter whilst my partner is away on business and can't keep her up too late.

Perfectly reasonable request, sometimes if needbe the manager would make the delivery personally or offer you to be able to collect it at the direct desk of the store which as you said is not reasonable.

6:30pm tonight received call from driver confused about address. Corrected him and gave detailed directions and that we have new gate and black car on drive. Waited for delivery nothing arrived. Can only assume that the coffee machine is driving around Norfolk. 9pm toddler starts screaming because she is over tired so I put her to bed (run the risk of tesco's coming and if they ring the bell and my dog barks that will wake her up again).

Don't quite understand why he got lost, the vans do have sat nav

Personally I would write to head office complaining, this is a debackle of the worst kind, you might get a gift card or a direct voucher. They caused you stress because of their mess up, All the staff I worked with aren't that bad, but mess ups like these don't give people like yourself faith in them.

rosielx

Thankyou for the reply. I was so annoyed last night that I ranted a bit :rolleyes: . Anyway no phone call from tesco's this morning and I'm really tempted to cancel but the next cheapest price is about £75 more. Tesco's have delivered here before and found the house easily. Anyway I'm going to refuse delivery until my partner comes back as my two year old wants to play with mummy before bedtime and not spend her time looking for vans :eek:

ifonlyitwaseasier

they really should get it redelivered and give a partial refund for the trouble.
try calling the store direct, anytime after 6am (seriously) as the dot.com teams tend tostart at that time. hope you get your coffee machine

though i will disagree with d.edna on a couple of things, firstly, there is no shift change on a sunday, there is only one delivery round.
secondly the vans DO NOT have sat nav, the drivers get given map books and if they want sat nav must provide their own.
and yes i do know this is fact as my husband is a dot.com driver (not in your area tho)

hollydays

Sounds like you have had incredibly bad service!!Don't get mad,get even!!
Why not post on the I want board (with a quick summary of this thread) see if anyone can find a cheaper price? Have you checked pricerunner? Also check hukd for discount codes? Whats the item/quoted price?

d.edna

ifonlyitwaseasier wrote: »

they really should get it redelivered and give a partial refund for the trouble.
try calling the store direct, anytime after 6am (seriously) as the dot.com teams tend tostart at that time. hope you get your coffee machine

dotcom is food shopping nothing to do with direct even though they share the same vans and manager. So it would be pointless getting a dotcommer as they would leave another message for the manager, If you want to call direct to the department cuting cardiff/dundee out change the last 3 digits of the store geo to 432. Best time to ring the dotcom department to get the manager is at before 9am (depending if they are on the morning) BUT a Store duty manager should be able to help as they are top management (Change the last 3 digits of the store geo (I Think!!) to 467, they will be miffed how you got the number for that phone they carry but should be able to help you

though i will disagree with d.edna on a couple of things, firstly, there is no shift change on a sunday, there is only one delivery round.

12o'clock at least one driver returns to base, depending on the size of your husbands store there would have been a swop.

secondly the vans DO NOT have sat nav, the drivers get given map books and if they want sat nav must provide their own.

Well ask your husband about the blackboxes they installed in the vans which have sat nav and can track where the van is, the drivers at my old store wasn't happy when they put them in but they find it easier now to find customers as one said as an uppoint.

and yes i do know this is fact as my husband is a dot.com driver (not in your area tho)

I used to work for tesco and know the intercral runnings,

sarahg1969

Unfortunately, mistakes do happen – which is no comfort to you, of course. I don't think it's their policy to go out of their way to make life hard for their customers (although I concede that they don't go out of their way to be helpful either!).

I am confused, though. Was the delivery not being made to your home? Why did your daughter need to be kept awake?

While I can see that you were inconvenienced, and I too would be annoyed, I don't really understand why you couldn't just get on with what you were doing while you were waiting for the delivery.

Hopefully, they will sort it soon for you, and at least refund the delivery charge.

rosielx

:rolleyes: My toddler is a restless/light sleeper following a house fire when she was younger in the middle of the night. I also have a dog who is guaranteed to bark if anyone knocks at the door or rings the bell so it was better for her to have a slightly late night then wake up screaming. Tescos had also promised to deliver at 7pm and when they didn't I got caught in a viscious circle as If i am putting her to bed and then have to answer the door we go back to square one. I also suffer from PND and anxiety when my partner is away so minimal change to routine is one way of coping with this.

I've just phoned tesco's again and apparently they tried to phone but were given the wrong number - this is really strange because they had the right number when the driver called earlier in the evening.:rolleyes:

Apparently they want to deliver tonight and are going to phone me soon but I'm off out for lunch with a friend. I've wasted six hours now over this. Anyway I told them the call centre that tonight is no good as I want a relaxing evening with my toddler not looking for lost vans .

I have check the price runner, ebay, amazon, john lewis etc but tescos are the cheapest I can find.

I think the thing that annoys me most is that they don't call me I always have to call them. Mind you PND can't be as bad as it was because after daughter was born I would have been in tears (just had two nights with hardly any sleep instead).

New time arranged for 4-6pm tonight.....

ifonlyitwaseasier

d.edna wrote: »

12o'clock at least one driver returns to base, depending on the size of your husbands store there would have been a swop.

Well ask your husband about the blackboxes they installed in the vans which have sat nav and can track where the van is, the drivers at my old store wasn't happy when they put them in but they find it easier now to find customers as one said as an uppoint.
quote]

d.edna, he works at one of the largest store in the south so if there is no shift change there on a sunday i doubt there'd be a shift change at smaller stores, the drivers don't go out til 10am and most get back about 1-2pm and thats it for the day.

yes there is a van tracking system, but not sat nav, they are two completely different things.

the drivers for dot.com do have to deliver some of the smaller direct items so things like coffee machines are dropped off by them.

rosielx

Finally after four attempts my coffee machine was delivered by a rather nice delivery driver at 4:45pm today :j . I'm now chasing them for compensation for time spent waiting in, my unexpected day off work and all the calls I made......

tesco-driver

I am glad that the driver was polite to you, sometimes satnav systems do take us astray, into country lanes that the vans cannot fit through. Most problems I have read on here are often caused by pickers or warehouse staff, not the drivers ourselves, we are just told what time to leave the depot, what time (to the nearest minute on our manifest) to deliver, and what time to be back at the depot.

It's not us poor driver's fault.