Tesco delivery mess up, urgent advice needed.

twinmummy+2-2

Tesco deliveries can be a nightmare. I once had a delivery full of meat (veggie family) with no milk (I'd ordered around 30 pints), driver was running very late but I took pity on him as he was so distraught from customers shouting, he blamed the packers. I was distraught as heavily pg with baby 5, 4 hungry children to feed and birthday party looming next day. I took what appeared to be mine then phoned customer services and got credited back for the rest. The next day they delivered the missing items and didn't charge for them.

I'm sure everything will be ok.

geri321

Everyone likes to blame the drivers and the pickers here but maybe some of u would like to go do the job for a week and see what pressure one is put under. The pickers have to achieve a ridiculous pick rate and yes by rushing sometimes can make mistakes. If they dont achieve they get a bollicking. Then the drivers are put on tracking devices now which times them and knows everywhere they go, plus they are only given 6 minutes for each drop. Try do that when someone has ordered a lot of shopping and u could have 20 crates to get off van and unload each one. not fun i tell you. I have worked in the office and if someone rang saying they were missing items i would do my upmost to get them out the same day. But unfortunately it can't always be done. I offer the customer a refund and gesture of goodwill or ask if it is possible to deliver next day. it always gets sorted sooner rather then later though i may add.
As for refunds, When there is a shortish of pickers ie: through sickness or holidays then its all hands to do the picking and unfortunately other jobs dont get done but do eventually and its always within the week. once got a phone call from a customer wanting to know where the F**K her refund was as it wasn't showing up in her bank account.... turns out she had only given a substitute back to the driver an hr earlier. Tried explaining to her why and she just wouldn't have it and kept swearing so i put phone down on her....( I wouldn't speak to my worst enemy like that) So if drivers are a bit stressed and don't seem as happy when they reach you well then they have probably come from that womans house or some other irate persons who is having a bad day and feel it's ok to pick their frustrations out on whoever. And one more thing... YES we all make mistakes sometimes. we are not all perfect.

kezzae

I have used Tesco only a few times and have had problems each times.
First was a rotten bag of sweet potatoes, I rang to complain and they refunded and the second was when my hubby ordered a bottle of Londons Pride ale cost about £1.50 and they subbed it with a large bottle of Londons Gin at £15 odd.
Hence to say I dont shop there anymore.........

Adsa, I have used a few times too, but there bread always arrives with a day to spare on it even though I make a speacial note and lots of items are frequently substituted, although they do price match so you can drop in lucky, eg, ordered asda burgers and were subbed with Birdseye for the price of the asda ones.

Mt favourite though has got to be Sainsbury's, I just cat fault them.
There drivers are always bright, cheerful and pleasant. I place a huge order with them and very rarely does anything get substituted. Everything with a sell by date has a good date on it.
I place my order every week with them..................... and no before you ask I dont work for them!!!!!

choccyface

i agree with you geri about the staff being under pressure - my friend works at my local store on dot.com and has some right stories to tell me. ive found it to be the attitude of the customer services at head office to be the problem - not the store. in all instances of ringing up about things, the store have always been quick to apologise and put things right. its when head office promise to ring back and dont that annoys me. having worked in customer services for some 16yrs prior to having the kids, i know full well what it is like to be treated like something that has been trodden in- i once asked one bloke who has swearing at me if he had a daughter - he stopped and said "yes, but its none of your F business". i turned round and said "well i hope that no-one ever speaks to her like youre speaking to me, and walked off!"

geri321

You got it spot on choccyface about customer services. I used to have to ring them a lot and it dosen't help that a lot of companys have their service centres in foreign countries now and it is hard work talking to them because some of them dont understand you. Sometimes it is better to solve the problem yourself which i have done a lot. Had one one day telling me i was wrong on something and i told him he needed to get more training as he was wrong and he got well rude so i put big complaint in about him. All these rules and changes that are being made are so wrong... which the people that brought these changes in would come do our jobs and see how they get on. bet there would be a lot more complaints then lol. as for people swearing at us. had another one one day swearing at me very badly calling me a thick B**ch etc etc etc because he's card wouldn't go through for payment of shopping and he said it was our fault.( should have made sure he had money in his account first before ordering shopping) well after half hr of pure hell put phone down and rang customer services and told them i was cancelling order. rang him back and before he could get a word in, told him he wasn't getting his order and put phone down. his poor wife rang asking about shopping and after telling her what we had done she couldn't apologise enough for his actions. poor cow being married to a pig like that

inspace

A few years ago we got 2 extra bags with loads of good expensive stuff in and rang to report it - they said it had too be returned and someone would collect it (no apologies or nothing) - driver turned up many hours later and said it would all go in the bin as it cant be sold on - i was fuming and vowed to keep it if it happened again - 3 years later still using asda and never had a problem - Typical!

TravellingAbuela

My friend has been using Tesco home delivery for a while now and is full of praise for it. So much so that I have been tempted to start myself. However, after wading through this thread, I have changed my mind!!

lucy*locket

I've been using Tesco for a year or so and have been happy with the service, a couple of substitutions occasionally but if I don't want them I send them back with the driver. The drivers have always been friendly and helpful. I think the service can vary from store to store, but personally I would recommend Tescos Home delivery.

cluk

You have had some bad luck!! I have only had one item damaged and no other complaints from my Tesco shopping and thats over 12 months.

sarahs999

geri321 wrote: »

Everyone likes to blame the drivers and the pickers here but maybe some of u would like to go do the job for a week and see what pressure one is put under. The pickers have to achieve a ridiculous pick rate and yes by rushing sometimes can make mistakes. If they dont achieve they get a bollicking. Then the drivers are put on tracking devices now which times them and knows everywhere they go, plus they are only given 6 minutes for each drop. Try do that when someone has ordered a lot of shopping and u could have 20 crates to get off van and unload each one. not fun i tell you. I have worked in the office and if someone rang saying they were missing items i would do my upmost to get them out the same day. But unfortunately it can't always be done. I offer the customer a refund and gesture of goodwill or ask if it is possible to deliver next day. it always gets sorted sooner rather then later though i may add.
As for refunds, When there is a shortish of pickers ie: through sickness or holidays then its all hands to do the picking and unfortunately other jobs dont get done but do eventually and its always within the week. once got a phone call from a customer wanting to know where the F**K her refund was as it wasn't showing up in her bank account.... turns out she had only given a substitute back to the driver an hr earlier. Tried explaining to her why and she just wouldn't have it and kept swearing so i put phone down on her....( I wouldn't speak to my worst enemy like that) So if drivers are a bit stressed and don't seem as happy when they reach you well then they have probably come from that womans house or some other irate persons who is having a bad day and feel it's ok to pick their frustrations out on whoever. And one more thing... YES we all make mistakes sometimes. we are not all perfect.

And yet, Ocado manage to do it all perfectly. It is possible, it's just that the other supermarkets don't seem to have discovered the formula yet. I agree that it's less likely to be the driver's fault and more the structure of the delivery service that's to blame. Yet I can't imagine there are many jobs where you get away with just going home because your shift's finished, even though you still have urgent work to do. The thing that was ridiculous was that all my fresh groceries would presumably have been spoiled as they would have gone back to the warehouse after trundling around in the van all day. Such a waste of time and effort.