blinking tescos!

jax25

:mad: had a tesco delivery booked for yesterday between 4-6pm, which still hasnt been delivered, 1st i rang the call centre only to be told that one of the 'dotcom' vans had broken down so the 'dotcom' driver would be delayed (that is what thay really said to me, cant believe people are expected to talk like that), then tried calling the local store who said 'it is on a van, but we dont know which one or what time it'll get to you' which i really cant believe, surely they know whats on which van?? have been promised several phone calls back to let me know if my shopping is ever going to arrive, but no-one ever rings back, have just rang them again only to be told 'i'll look into it and call you back' so meanwhile im stuck in with 2 poorly kids and no shopping, really dont wanna go myself cos of kids and snow, but tescos are just unbelieveable. cant bring myself to take it out on the person that answers the phone, (think im just to soft sometimes!) :mad:

CharleneUK

Sorry this has happened, it seems to be a regular thing with Tesco.

I've learned my lesson and have switched to Asda!

I hope you get it all sorted.

jax25

think ill be gonna asda from now on as well, have used them before and atb least they deliver on time, just a phone call would of been nice!

CIS

Asda do the same, thy cancelled my order 4 days before christmas with not even a phonecall or apology.

tagz

I'm afraid ASDA are no better. I had booked a delivery from them and after waiting an hour after the delivery time I was told that someone would get back to me - an hour after that I rang again and was told it would be with me within 30 mins. 45 mins after that call I was told 'what with the bad weather, things are being held up' I pointed out to the operator that we were in West London and that that day it had snowed very lightly for two minutes! I reasoned that as they had charged me for delivery could they not have spent a couple of pence informing me of the delay! After another half an hour it finally turned up and the driver said the van had broken down. On top of all that, most of the chilled items were dated for that day or the next! I did get a refund for those items but I was rather peeved off. The only delivery service that I have found 100% reliable is Ocado. The drivers are exceptionally helpful - I had an accident and can't lift heavy bags - and will offer to bring the bags into the kitchen, they phone if they are going to be a few minutes late, and they even stick in free samples and gifts!

F.T.B_2

I suppose that I will be someone that you can take your anger out on then. Im a Dot Com Manager in the South, running the second largest operation in the region. We deal with around 1200 orders a week, obviously there are more on certain weeks, rarely less. It is my second managerial posting in this department and i started driving for Tesco.

Im not here to defend the Tesco honour, im just going to tell you the truth. Unfortunatly there are times when vans breakdown, we currently run a fleet of 9 from my store. There are going to be accidents, traffic issues and other unavoidable problems.

Jax I cant comment on your individual circumstances but i would suggest that the reason that they didnt now what van it was on was due to the fact that they would have known what van it was originally planned to be on, not everyone in the Department will know what van it has been moved onto though. The best thing for you to do is to speak to the Dot Com manager direct. Phone the store and ask to speak to them personally between the hours of 8 and 2. Dont be fobbed off with a team leader, the Dot Com manager is the only person that will do. Explain the sitaution and that you will be moving your future online shopping to Asda. You should be happy with the response.

Tagz, all Tesco drivers are also expected to take shopping into your kitchen, or anywhere else that you expect it to be put, they are also expected to ring customers for any delay over 10 minutes and we also have free samples and offers at least every two months. Ocado do not do anything Tesco do not do.

tagz

F.T.B

Unfortunately the Tesco drivers in my area do not bring the shopping in, even after I have asked them very nicely, I'm lucky if they put it inside my front door! As for ringing it they are late - never happened, and I've never received any free samples. I have to do my shopping online as I can no longer drive and I'm in poor health, and having four hungry children I have deliveries about twice a week. This means that depending on when I need more supplies and who can deliver them when I need them, I often shop at two different stores each week. I appreciate that you may be delivering a high level of service for Tesco's in your area however in my area Ocado definately outdoes Tesco, Asda and Sainsbury's.

CharleneUK

I was also told that Drivers don't/won't bring food in the house, I rang Tesco home shopping (my local store) and the manager confirmed this.

So they have to wait longer while I attempt to carrying the individual bags inside! Asda are the same, though.

F.T.B_2

tagz wrote:

F.T.B

Unfortunately the Tesco drivers in my area do not bring the shopping in, even after I have asked them very nicely, I'm lucky if they put it inside my front door! As for ringing it they are late - never happened, and I've never received any free samples. I have to do my shopping online as I can no longer drive and I'm in poor health, and having four hungry children I have deliveries about twice a week. This means that depending on when I need more supplies and who can deliver them when I need them, I often shop at two different stores each week. I appreciate that you may be delivering a high level of service for Tesco's in your area however in my area Ocado definately outdoes Tesco, Asda and Sainsbury's.

I'm not disputing that you receive as good, if not better service from competitors, I do however think that you are getting sold short by your Tesco drivers if what you are saying is fact.

Up until 7 months ago Tesco drivers were not insured to enter peoples homes, they could enter at their own risk basically, therefore they had good enough reason to not bring shopping in. 7 months ago this all changed due to the huge amounts of complaints and people leaving the service for other online shopping companies. Now every driver is insured to enter any property and they must take in shopping if they are asked unless they believe they are at risk. If you were to speak to your local Dot Com manager then they would clarify this to their drivers if there was some sort of confusion with regard to this rule as i can guarantee you that this is fact.

Im not telling you who the best online supermarket is, Im simply saying that it seems as if you have been given unfortuante customer service in the past and this is what lets us down.

F.T.B_2

CharleneUK wrote:

I was also told that Drivers don't/won't bring food in the house, I rang Tesco home shopping (my local store) and the manager confirmed this.

So they have to wait longer while I attempt to carrying the individual bags inside! Asda are the same, though.

This is simply not true and if the actual Dot Com Manager confirmed this to you then they need some refresher training. As you can see from the reply above this is absolutly not the case. Any Tesco driver who is asked to bring shopping into a customers home is obliged to unless they have reason to believe they are at risk. This could be due to the fact that its a female driver and the house is full of men, or the fact that there is broken glass on the floor (both reasons my drivers have refused to enter homes for).

As i have said Tesco did have an issue a number of months ago when the drivers could refuse due to insurance issues but due to masses of customers leaving and experts collecting data with regard to this for Tesco they changed their policy and the insurance situation and now entering is a must not a choice.