Tesco Grocery Late Delivery

richardw

Should I expect the full delivery charge refunded, or take the half offered?

busymumof3

Lucky to be offered anything in my experience. Have only had a refund of delivery charge for cancelled deliveries (bad weather and van breakdown). When I have phoned to ask about late deliveries because I needed to go out for school run etc, Customer Services are never interested. I was told that "Tesco do not deal in compensation".

Have now reverted to Sainsburys. Prices may be slightly higher but Customer Service is streets ahead. 15 minutes late last week in blizzard conditions and was given an apology and handed a £10 e-voucher! No comparison.

winkasgirl

Couldn't agree more to busymumof3 - Sainsburys customer service is excellent - all the drivers are smiling and pleasant and I was given a £10 e-voucher when my shopping was late last week

Queenie

You may find reading this thread will give you an idea of what to expect http://forums.moneysavingexpert.com/showthread.html?t=163318

Musique

I have phoned them a couple of times for late deliveries and they have refunded no questions ask. My view is that you pay for a service between a set time and if you don't get it you are entitled to a refund.

busymumof3

Musique you obviously have more powers of persuation than me. I have had a Wednesday scheduled delivery from Tesco which was cancelled by a 9 am telephone call and rearranged for between 10am and 12pm the following day. That delivery turned up minus all fresh items and I was charged £4.99 for delivery despite being told this would be waivved. The fresh items were eventually delivered on the subsequent Saturday afternoon (how convenient -NOT) and again I was charged for delivery (A whopping £ 5.99!). It took 5 chargeable telephone calls and a great deal of lip biting to get them eventually to refund the TWO delivery charges. The woman basically said you ordered food, we've delivered it, what's your problem? I was later sent an on-line survey to complete specifically about that fiasco of a delivery but have heard nothing back several weeks later.

I informed them
1) I did not drive
2) My husband was working abroad
3) My 2 year old son had a tummy bug
3) My 4 year old daughter was recovering from a broken elbow

All completely true (you couldn't make it up!)

They read from a pre-prepared script and basically could not care less. They did not even know the name of their own Customer Services Director.

I no longer shop at Tesco. This was the final straw.

elDeeJay

Yep, tesco are a farce. I have found both Asda & S'burys vastly superior in terms of service (tho the Tesco website is streets ahead of the others)

amancalledchip

Its called a service charge, not a delivery charge.
The delivery is just part of the service.After all, someone has to go round pick it and then pack it, load it.
They used to give refunds back in the early days for almost anything, but have really tightened up on it.
I had an issue with a van breaking down, and was telephoned to say it would be rescheduled for the next day.That wasnt any good to me, i needed baby items that day.So i went to the store and collected it.No sign of a refund or anything.

busymumof3

Why does it matter what it is called? We all know what it is.

My point is that I order on-line because I need to. I need to trust that the delivery van will turn up. Many people who use an on-line shopping service do so out of neccesity not simply convenience. It is a lifeline to them. I made it clear to Customer Services that not receiving my full shopping list until 3 days later was a major problem to me.

I was treated in the same manner that someone complaining about a half hour delay would be. This is appalling.

I do feel that part of the reason for Tesco's poor Customer Services is that customers try it on. I roll my eyes at some of the posts I see about checkouts accepting other supermarkets vouchers even though items are not even purchased, deliberately buying items that are wrongly priced in order to get them free ALONG WITH a refund etc etc. Yes they may be legitimate loopholes, mad policys to be taken advantage of, or whatever but I feel that it just makes Tesco think that we are all out for something for nothing and as a result treats everyone badly regardless of whether their complaints are justified.

EvilMonkey

Wow, I'm glad it wasn't just me.

I really like my local store, but shopping with tesco.com REALLY put me off tesco's.

Things were missing, customer services told me this was to be expected, did I want my money back?? (ummm....)

Bad quality vegs, no attention paid to notes. replacement items were ALWAYS more expensive.

I complained and was told that I hadn't made enough complaints for compensation and I was getting a good service (5 deliveries and 4 complaints). I've switched to ocado, but am going to look at asda cos ocado are quite £££

Tesco.com = rubbish

It's a shame to see their brand take a hit and I'm actually surprised their marketing let .com get away with it...

raymond

Tesco "valued" customers seem to spend a lot of time on this forum sharing ways to fiddle Tescos such as sharing discount codes issued on a personal basis, and get in quick because they have mispriced x,y or z and you wonder why they dont want to offer you compensation ....