Tesco delivery (grocery) Not turned up!

Mark7799

Not sure where you are but one of the things the guy said when he arrived was that they'd had one van broken down and were having to reorganise all the delivery slots! (It was only our food that arrived - honest). Good luck with Tesco's today.

Incidentally, on the subject of a cab instead of a van, one reason why they may not be able to do thsi is because of the need to keep some foods frozen and chilled - presumably not a practical option in a taxi?

Queenie

Oh dear

I think the main issue is that Tesco failed to keep you informed of the situation and *that* is where your complaint should lie. It's a communication issue.

As for being out of food/nappies I don't wish to sound unsympathetic (I'm not!) but on *that* front, it really is down to you, I'm sorry to say, and has nothing to do with Tesco's or the issue at hand.

Clearly the delivery was only urgent because you had run out of essential items. You may not be feeling quite so upset if the delivery were merely just a regular stocking up?

I've just dipped my toe into the Tesco delivery experience (had two now) but I didn't empower Tesco with control over my life/stress levels by ordering anything that I was dependant on immediately. Simply because, realistically, with the best will in the world, life happens! Vans break down; road accidents happen and cause traffic backlogs; heaven forbid any of the drivers themselves are involved in a traffic accident!! All these things I took into consideration *before* I made any order.
I also learned that, just because I've ordered online, doesn't always mean they provide the offers/items I've ordered. Just another aspect of that service to take into account.

Have you ever popped into the Old Style forum? There are several threads on menu planning/shopping wisdom that you may find invaluable in protecting yourself from the stresses and dilema of this sort of situation.

As for Tesco - certainly complain at their lack of communication and try to establish their policy when it comes to a planned delivery being delayed and ultimately not turning up at all! Just who's responsibility is it to keep you informed? The Driver? Customer Services? Clearly *someone* has failed to meet their responsibilities and this highlights a "training need" for whosoever that person in the chain was

Try and stay calm though - "you catch more flies with honey than vinegar" Good luck and let us know how you got on.

rchddap1

Once I had an occasion when my shopping didn't turn up at the right time. However, I did receive a phone call to say that the van had broken down and that my shopping would arrive later that day at a certain time in the spare van.

seabiscuit_2

another thing - are they going to deliver the shopping that will have been packed 36 hours before delivery and include stuff that may well be nearing its useby date

or are they going to remove the fresh items and replace with new

id be concerned with that as well and check the dates

us,thecat&thedebt

how did u get on?


read couple of weeks ago someone else on here waited till late for there shopping that never turned up!

i agree its def a communication issue but its also a princible thing.. if you pay for a service you should recieve it!!!!!

Little_Miss_Winner

Hi guys,

Thanks to you all for you input.

As for being out of food/nappies I don't wish to sound unsympathetic (I'm not!) but on *that* front, it really is down to you, I'm sorry to say, and has nothing to do with Tesco's or the issue at hand.

I totally agree Queenie, and thats what upsets me, I collected the children from school, and we went into town about 4pm, and I passed Boots, Iceland etc, and kept thinking, I know I need bread, nappies etc but Tesco will be here with my shopping after 5pm!.....After spending £91 with Tesco, didn't want to spend another £10-£15 on things that would be delivered in a couple of hours (!).....Hindsight is a wonderful thing.

As for Tesco - certainly complain at their lack of communication and try to establish their policy when it comes to a planned delivery being delayed and ultimately not turning up at all! Just who's responsibility is it to keep you informed? The Driver? Customer Services? Clearly *someone* has failed to meet their responsibilities and this highlights a "training need" for whosoever that person in the chain was

This is what I intend to do, good advice - thanks.

I have just rang through to cs after receiving no calls from Tesco Store, they gave me the no. for the store, they also said they had put a msg through to my store to get the manager to ring me b4 she did anything else this am!!!

I rang and she "IS OUT!" I need to ring back in an hour............something tells me, I will be on the phone all day!!! :mad:

I will let you know at 11am what happens, but don't hold your breath!

Love
pot
x

Little_Miss_Winner

Apparently "not out" - not in today.......................Not looking good!.................stay tuned!

Poppycat

Doesnt look very good on Tesco, they should at least apologise. Mistakes or problems do arrise that is unfortunate but a good company will always make amends. I think te very least you should get a prompt delivery this morning and a bunch of flowers, and chocolates. I hope you get sorted soon and car passes MOT

I know it aint easy for you to stay calm, anyone in your position would be a little bit mifted at least, try and not let it spoil your day, is you at the end who suffers.

Little_Miss_Winner

Cheers Poppy,

just spoke to an under manager, who has apologised, and said that the order has been scheduled toarrive today, and said I thought the service they have provided, lack of comms etc, was disgraceful, and she was like "well what do u want to do - cancel or get it redelivered", she never answered any of my concern re; customer realtions, communications etc - she was very snotty, said there was no-one else I could speak to above her. She was in charge, and that was that!
She mentioned that I would obviously get a full refund if I chose to cancel, but then she mentioned that maybe she could get me a little compensation, she would have to see!!!!
She will ring me back at 12noon!

She cannot give me a time when the shopping will be delivered if I choose to go down that route, just anytime b4 11pm!!!!

Stay tuned.......................

Annando

potogold wrote:

... He said "thats why everyone goes shopping, when theres nothing in"...... Suppose that thethought of arguing and feeling belittled by a Tesco manager is looming in the back of my mind - but they wont get me on this one!!!

Feeling belittled? No way pot'o'gold!!!!
Your husband is right, if you had the stuff already you wouldn't be buying it! Plus always remember, they are the ones at fault, they are the ones that didn't give you a good service!!!

Also keep at the back of your mind, and ready to spring into action should the manager be less than cooperative...YOU CAN ALWAYS SHOP AT ASDA OR SAINSBURY'S!!! They will be glad to deliver your shopping in time and take profits off Tesco!!!!

About the sub-manager being snotty...CS is down to whom you speak to, if you get the right person it works wonders if you get the wrong one you feel like never shopping there again! Try talking to Tesco again, on their general number, not store number, as they might have more power than the store has. There must be a Complaints departement.