Tesco online snotty letter - thoughts

voiceofreason

Not really looking for much in the way of feedback here, really - though comments from anyone who's had a less-than-satisfactory experience with the Tesco online grocery delivering service themselves very much welcome, particularly if they've any thoughts on the structure of the letter.

Is my experience fairly standard, or did I just catch them on an off day?

NB - the below contains elements of pomposity, self-righteousness and perhaps excessive use of the word "disappointment". If you don't much care for these - you were warned in advance; I reserve the right to tell you to "bite me" or similar if you get a bit chippy about it.

NBB - yes, the letter is very much angling towards a bit of compo, perhaps a nice crisp voucher or whatever, but then I find that fishy-flavoured cat biscuits, when falling out of a box at a height of about four feet, bounce everywhere and are a b*gger to pick up. Again, if you don't much care for blatant compo-grabbing - I did tell you in advance.....

Dear Customer Services,

I write in dissatisfaction at my recent first experience of the Tesco online shopping service.

My order arrived with a number of items, boxes of catfood, open and damaged - two of these were clearly no longer fit for storing the catfood due to the damage; needless to say I'd not have picked these boxes had I been shopping in-store myself. As the lid was damaged and open on one of the boxes, I subsequently discovered that a pouch of catfood had fallen out and therefore had not been delivered with my order. Additionally, another item, a box of cat biscuits, was so dented and torn that biscuits were spilling out of the packaging; as it was not fit for purpose I rejected this item.

I understand that accidents do happen - but the damage to the goods' packaging was such that in my view it must have been caused either by gross incompetence or deliberate malice; either way, and added to the fact that I have received one pouch of catfood fewer than I paid for, hardly likely to induce me to use this service again.

I was further disappointed to discover that, on receiving a "Customer Refund" email, I have only been partly-refunded for items paid for but not received. I ordered two bottles of "Tesco Super Conccolour Liquid 700ml/20wsh" laundry liquid (confirmed in "Order Confirmation" email), however these were not in stock and I did not want the replacement offered. So far, all fair enough - however I am very disappointed to find I have only been refunded for one of the bottles ordered.

All in all, then, my experience has been one where goods have arrived in damaged packaging, and that as a result I have not received all goods paid for - and following this, where legitimate refund money has been withheld from me.

I am surprised and disappointed that Tesco's online business clearly still has such poor picking/delivery and refund processes in place at this point; I'd perhaps accept this to a greater extent from an small, independent concern which maybe had not been trading for very long, but from such a large business with a substantial, established online presence it's verging on the inexcusable.

I look forward to your response, and would welcome your reasoning as to why I should continue to use Tesco's online service for grocery shopping following this disappointing experience.

Regards,
Voice Of Reason

cyberbob

Just a thought did you actually phone them with these problems? In my experience whenever I phoned them with a problem it was sorted very quickly. I'll admit that was a few years ago as where I live now I can't get deliveries.

Otherwise the letter is very good.

young_victor_meldrew

They should definatley give you -oooh at least a years supply of shopping for free - why not add to your letter how distressed and traumatised you are by the whole experience and how you will never shop there again.

voiceofreason

young_victor_meldrew wrote: »

They should definatley give you -oooh at least a years supply of shopping for free - why not add to your letter how distressed and traumatised you are by the whole experience and how you will never shop there again.

Do you think so?

Oh, I'd like that a lot - I've already said, as you can see, that I'd like them to tell me why I should use the service again; you reckon that I could get a doctor's note or something, use that as proof?

voiceofreason

cyberbob wrote: »

Just a thought did you actually phone them with these problems? In my experience whenever I phoned them with a problem it was sorted very quickly. I'll admit that was a few years ago as where I live now I can't get deliveries.

Otherwise the letter is very good.

Thanks - would have probably done this first but have had issues this past week or so with my mobile cutting out; more chance of getting through to someone without it cutting me off mid-sentence this way

....and I've the benefit, too, of it being written down rather than verbal I suppose.

bryanb

Tell them about the cat's disappointment!

voiceofreason

bryanb wrote: »

Tell them about the cat's disappointment!

Oooh yes, that's a point!

I will re-send, with the following coda:

Mippy the Wondercat was, additionally, very disappointed by this state of affairs. Tell me, do your drivers normally go out of their way to wreck any boxes of Go-Cat Complete Fishy-Smelling Biscuity Fish-Shaped Fish Treats that might end up in the back of their vans? I've a good mind to report you to the RSPCA for this; Mippy was saddened at having to miss out on these delicious dinner-time munchies, instead having to slum it and eat Asda Smartprice "Maybe Meat" Catfood-Like Tinned Product.

But that's ok with him; Mippy likes Asda. He doesn't like Tesco.

Not any more, not since they killed dinnertime.

Storck

voiceofreason wrote: »

Thanks - would have probably done this first but have had issues this past week or so with my mobile cutting out; more chance of getting through to someone without it cutting me off mid-sentence this way

....and I've the benefit, too, of it being written down rather than verbal I suppose.

But do you know they have got it?

Did you send by email. If so keep the copy and delivery report.

Problem with Tesco deliveries, like most of the other, is that the stuff just comes off the shelf in store. It is also picked by people that are targeted by how many shops they pick each hour therefore it isn't always going to be the best but the quickest.

young_victor_meldrew

voiceofreason wrote: »

Do you think so?

Oh, I'd like that a lot - I've already said, as you can see, that I'd like them to tell me why I should use the service again; you reckon that I could get a doctor's note or something, use that as proof?

The person who reads your letter is going to know straight away that you want Gift Vouchers/Compo - cut to the chase - be upfront and tell them how many you want and why you deserve it. No point beating round the bush.

bundly

Methinks some people have way too much time on their hands.

A quick phone call to say, a box was damanged and a pouch was missing would have sufficed.

voiceofreason

bundly wrote: »

Methinks some people have way too much time on their hands.

A quick phone call to say, a box was damanged and a pouch was missing would have sufficed.

No it wouldn't.

If you're bothered enough to post, at least read the whole of it.

Lazy