Tesco delivery mess up, urgent advice needed.

Pitlanepiglet

Tesco were poor when I first started using them some years ago - lots of stuff not delivered, including a newspaper in a morning delivery "they pick the orders too early so they don't bother"! I think it was store related though.

They are pretty good these days, I cOcked up my card details on my Christmas order on around 19th December, my error entirely. They tried to ring me but (their system problem) they only had my home phone number from the main system and not the numbers I had entered for that order (I was at Dad's). When the ordered didn't arrive, I discovered five or six messages at home for me to ring them about the card.

I rang them and bless them they arranged for a special delivery to come out to me the next day, bearing in mind that was a few days before Christmas and I'm 30 miles from the store, I was very very impressed. I was looking after Dad who had just had surgery so we would have been on very short rations without their extra effort :T It was one of those moments that really does restore your faith in people. I have always been really impressed with their drivers, always nice guys (and a couple of girls).

We used to use sainsburys before we moved and they were pretty good, we got someone else's chilled bag in error once, I rang them and they said I could keep it - who on earth buys strawberries in November :rotfl:

All in all for the sake of £3.50 or £4.00 I couldn't do my shopping at the big store for that price.

jenniewb

Desired_opal wrote: »

hiya
an update my shopping was never delivered the 1st time because the driver wanted to watch football and so dident do his job the 2nd time was there computers are having problems and not getting through to the store.

my problem is that they have taken payment and have issued a refund but im not going to get that untill tuesday , i can reoder as i was told last night but i have to pay for it without knowing when i shall recieev my refund .

other problem is that i have no money not a penny zilch i also have no food milk bread etc

i think its gone too far they wont help me and i think they need to compensate me for the cheek of it all its there drivers neglect not a circumstance like a van breaking down im disgusted and fuming not to mention bloody hungery now

any ideas ????????????????

Thats really out of order of them- I think they owe you something back for that IMO. I would call their customer services via the instore phone (save you the bills if they don't have an 0800 number) and demand answers to your problems- they are at fault here, not you, at the very least they should have your shopping ready and bill pending till tuesday, that would work- I think when complaining, the best thing to do is have an answer already sorted in your head and try as much as you can to get them to agree or stick to it. Compensation for you picking up a delivery rather then having it sent to you should also be considered. As well as a good will guesture. (Aim for the stars here, Tescos have too much money and owe you something for their mistake!)

winxpert

Regarding the alleged 'extra tray', the driver is totally responsible for the contents of his/her van. If the think that they have delivered an extra tray all they can do is phone and ask, if you say that you do not have any extra goods then that is the end of the story. Tesco cannot pursue the issue solely on the drivers say so. All drivers sign off a loading manifest to say that the correct number of trays have been loaded - they, or the loader, have to count the trays on and off the vehicle. The manifest states the number of trays to be delivered to each specific customer (ie 4 ambient, 2 chilled, 1 frozen). You, as a customer, sign their Reach device (electronic handheld device) to say you have the correct shopping. If you have missing items the company has an obligation to refund you, if the driver alleges extra items you cannot be held responsible for his/her mistake. I work as a Dot Com driver/Team Leader so am fully aware of all the pitfalls etc.
Always happy to advise anyone with issues regarding Dot Com deliveries.

kawoh

lumpy_bum wrote: »

im tempted to try ocado as they keepo sending me vouchers but we shall see lol

I used to use Tesco online alot. But am in love with Ocado.

pinkie_pie

mrcol1000 wrote: »

Tesco customer service always seem to be nice its the stores which seem to cause the problem. I ordered shopping once at 5pm-7pm slot and got home at 4.30pm to find a card in the door saying the driver called at 5pm and no-one was home! So I called customer services and they were very apologetic and would contact the store. I then got the home delivery manager ring me back who accused me of lying and that the driver waited 10mins for me and then had to leave. When I pointed out that I phoned customer services at 4.45pm they said it proved nothing!!
Customers services do a good job it just seems the stores do their best to stop them. If the driver is late I give them 15mins till after the slot I have booked and then call and they immediately without wanting any further infomation refund the delivery charge. They also refund anything thats missing without arguement.
Its just a minority of the drivers who don't seem that great and as I said the home delivery manager at my local store is a horrible woman and you can sort of see why some of her drivers have a bit of an attudie problem.

This has happened to me too. Had a grocery slot for 12 - 2pm, arrived home at 11.45am (cutting it a bit fine, sure ) which said I had missed them at 12, phoned (not stroppily mind, just figured they'd still be local) and the store phoned back arguing I wasn't in at 12. Uh.. yes I was, they lied on the slip.

After 20 minutes of this, I got told that 'if they had enough time' they'd bring the delivery at the end of the drivers shift. (It was my daughters birthday and full of party food for a party starting before then incidentally.)

Asda are far far better. Agree that Tesco substitutions are ridiculous, finest things for cheaper items, I've had wipes for nappies, size 5 nappies for size 1 nappies. At least with Asda the difference is free with the substitutions.

Only difference in weight of Tescos is if you phone to complain on items delivered (eg food going off that day/next, damaged items etc) they will immediately refund without argument. Asda aren't so keen. Probably Tescos are used to it!!!

jb66

snowedunderitall wrote: »

This has happened to me too. Had a grocery slot for 12 - 2pm, arrived home at 11.45am (cutting it a bit fine, sure ) which said I had missed them at 12, phoned (not stroppily mind, just figured they'd still be local) and the store phoned back arguing I wasn't in at 12. Uh.. yes I was, they lied on the slip.

After 20 minutes of this, I got told that 'if they had enough time' they'd bring the delivery at the end of the drivers shift. (It was my daughters birthday and full of party food for a party starting before then incidentally.)

Asda are far far better. Agree that Tesco substitutions are ridiculous, finest things for cheaper items, I've had wipes for nappies, size 5 nappies for size 1 nappies. At least with Asda the difference is free with the substitutions.

Only difference in weight of Tescos is if you phone to complain on items delivered (eg food going off that day/next, damaged items etc) they will immediately refund without argument. Asda aren't so keen. Probably Tescos are used to it!!!

your not far off except that Tesco do not charge you more for substitutions if they cost more. Also the call center staff should know where the driver is and if he delivered early he should be getting a good talking to from his manager. As a .com driver my biggest moan is customers booking a six to eight slot and they are not in at six. When you call them they say "Oh i didn't think you'd be here this early, can you wait ten mins" No i finish at seven!