Tesco delivery mess up, urgent advice needed.

socks_uk

I'm an ASDA driver and I think you are being treated disgracefully! Even if, and I said IF, they did deliver extra goods to you it was their mistake not yours.

If Tesco have the same system as us, the driver has a small computer which tells him/her how many boxes for each customer. He/she scans the said number of boxes when they are at the customer's door and the computer will not accept the barcode of a 'wrong box' as it bleeps in a different tone and a message flashes up saying 'this tote does not belong to this customer' (tote is what we call the boxes at ASDA). Even if the computer fails enroute - which can happen from time to time - we have a print-out of all the box numbers for each customer so we can check them off by hand.

I can honestly say that in the almost 5 years I have been delivering shopping I have only c0cked-up a couple of times through silly avoidable mistakes!

I hope you get it all sorted out.

chalkysoil

Which Tesco is it that's threatening you? Ruining your day and being thoroughly horrible. Tesco sent me a money off voucher to entice me to have deliveries by them, and as I'm miles from the nearest shop I was tempted but NO WAY WOULD I DEAL WITH TESCO after reading of your experience. I would consult a solicitor / CAB if they don't apologise and compensate you for being treated in this way. Feel free to quote me in your communications - I'm seething.

sinw

I've had some very bad experiences with Tesco recently and am not suprised that they act in such a manner, there customer services and staff training leave an awful lot to be desired. I think they are getting too big for their boots, they need to take a leaf out Asda's book as there customer services (i've found) is extremly superior.

Strong letter to Ho or MD should do the trick i feel - dont bother store level they only cover there tracks

qetu1357

Stick to you guns.

Complain.

Take your business elsewhere

zenseeker

Update:

Just got off the phone to customer service and spoke to a lovely Irish lady who agreed that there is no evidence that the missing crate was delivered to me, and that the driver was probably making his best guess. She has closed the action and made a note not to bother me again

Of course, someone out there has gained an extra crate of Finest groceries...and good luck to them, hope they are enjoying their windfall, and I also hope that the actual customer got a refund for his missing goods.

Debt_Free_Dreamer

We were once one crate short in our delivery and have had missing items on numerous occaisions. I now get my OH to tick each item off as we pack away.

We have also received some goods which were not ours (but in our crate), which looked like they must have fell off another crate onto the top of ours.

I think Tesco have treated you really badly, they have no proof and it was their mistake. They should improve the own Business Processes not accuse their customers of theft.

manumadmel

all crates are packed by the drivers themselves, we get given a manifest with the number of ambiant, chilled and fozen crates and each customer will have a number, ie 1st drop will be no. 1 with 4 amb, 2 chilled and 1 frozen.

so when we deliver we look at the manifest and it will tell us how many boxes and what number the customer is, we also load or vans in reverse order so that every box should follow from 1st drop to last

pullenuk

manumadmel wrote: »

all crates are packed by the drivers themselves, we get given a manifest with the number of ambiant, chilled and fozen crates and each customer will have a number, ie 1st drop will be no. 1 with 4 amb, 2 chilled and 1 frozen.

so when we deliver we look at the manifest and it will tell us how many boxes and what number the customer is, we also load or vans in reverse order so that every box should follow from 1st drop to last

That sounds like a Sainsburys Online driver :-) which I do! We use good old paperwork, every box have a number on it that its unique to the box. On top of that, the number of the customer, (know as drop number), the time the van is supposed to leave the store and the van (A B C D, depending on how many vans the store got). Its a simple method, but it can go wrong. Its very easy to misread the frozen items since they are stored with all the other frozens, the number on the bag could be very close to another bag. eg... 1023 and 1032. When in a rush, its easy to misread it!

But the point is. You not NOT ALLOWED BY LAW to come back and collect chilled or frozen goods left at someone else. You cannot prove that the cold chain (30 minutes outside cold storage) have been kept therefore you are not allowed to sell products that been outside this. So the customer gets to keep it, you cannot collect it. So therefore, we always let the customer know (when we realise) that they can keep the extra items, after all its our mistake.

For those who gets them missing, we do our best to redeliver it as fast as possible and usually by the same driver who ends up having a very sorry looking face :-)

yorkshire_lass_2

What a horrendous experience. I've also had a bad experience with Tesco home delivery recently and have not used them since. Their customer sevice is appalling. On the other hand, Sainsbury's always provide a first class service - the other week i was running late for my delivery, and the driver called me and happily waited 15 minutes outside my house until i got home! Personally I would have to be very desperate to use Tesco again.

skint-student-nurse

i also dont bother with tesco home delivery anymore, im fed up with the rude drivers who claim its my fault they cant find my flat and substitute my cheapo items with the most expensive items every time!! i agree with the others, deffo write a letter and complain, its sounds really distressing what they put you through and they should compensate you in some way for what they put you through.