Tesco online need advice asap

B00

I'm astonished at the first few replies to be honest! The OP paid for a service and should get that service within the timeframe that she paid for.

I do think Tesco should have made special delivery in this instance- whether it be something like the manager of her local store personally brought it to her in his or her own car, or another suitable arrangement.

The fact that she had no food in her cupboards is irrelevant, and I really do think we're grasping at straws by somehow blaming the OP for having no food. If Tesco had any regard for customer service, she wouldn't be faced with this situation.

That being said, I personally have had no problems getting my monthly shop via delivery, in my case they simply can't be faulted.

ruthber

hi there, can i ask if you have actually rebooked a delivery slot with them if not they will simply cancell your order and refund you in due course

wizadorah

At the time and because it was still quite early I was very reluctant to except a re delivery for the following evening, I also was told first of all that I would get my shopping that day but just a bit later, after waiting and waiting I did then ring again and again to find out what was going on as no one was getting back to me like promised. it was not until the the last call with them that I was told that it would not be arriving today yesterday and that they had already refunded me. I can't do anything now, I cannot rebook , re order, or order shopping from somewhere else because of waiting for the refund to clear.

ruthber

apparently when you reschedule a delivery tesco can take the money twice, because the first order is automatically refunded but takes days to get into your account and in the meantime they charge you again when the rescheduled order arrives. there was a thread about it the other day.
good luck!

squack

during the winter we found out how tesco delivery works . we repeatedly had deliveries cancelled at the last minute. this was due to SOME of houses on the delivery round likely to being cut off due to snow, down impassable country lanes etc. The roads were mostly fine here but they would rather cancel the whole round. next winter they should have specially adapted refrigerated 4x4s to deliver in,with experienced drivers rather than the fresh faced youths they currently send out. DO NOT RELY ON THEM. there is too much that can go wrong. by all means use the delivery service to stock up on luxuries but always have a back up plan.

nzmegs

I would agree that ocado is much better. Yes more expensive but worth it in my opinion. They used to have a policy that you will get a £50 voucher if your food is not delivered on time. In any event you can ask for your delivery charge back if they are late. This is what cusomer service is all about.
If I was that cusomter service person at tesco I would have done all i could to help. Someone could have been heading in the OP's direction and could ahve dropped the shopping off. She did everything right by telling them about her circumstances, when she was out and so on. All they could do was deliver to the wrong address and then write it off as not worth it. The driver was lazy and didn't care and cusotmer service weren't much better.

amersall

hi wizadorah, did you email terry, if you did have you had a reply yet?

pinkichiban

I had a similar problem with Tesco, not regarding delivery, but they took my money twice and it took four days for the refund. I also incurred overdraft fees, which took forever for Tesco to agree to refund ( an email to Mr Terry did the trick).

I was left with absolutely no money, I have two young children and at the time was suffering from a temporary disabling illness.

I am sorry to see such awful response from certain posters to your situation. If I'd also been pregnant at the time I think I might have actually totally lost it!

Good luck with the pregnancy!

ifonlyitwaseasier

squack wrote: »

during the winter we found out how tesco delivery works . we repeatedly had deliveries cancelled at the last minute. this was due to SOME of houses on the delivery round likely to being Acut off due to snow, down impassable country lanes etc. The roads were mostly fine here but they would rather cancel the whole round. next winter they should have Bspecially adapted refrigerated 4x4s to deliver in,with Cexperienced drivers rather than the fresh faced youths they currently send out. DO NOT RELY ON THEM. there is too much that can go wrong. by all means use the delivery service to stock up on luxuries but always have a back up plan.

ok a couple of things-
Most of the delivery drivers tried to get the rounds done but had no choice but to cancel them as
A - customers roads were completely blocked and when advised that if they wanted to come to the end of the road to collect the shopping the customers complained/showed off in massive 4x4/swore at the drivers as obviously the bad weather was their fault!
B - Why the hell should they? the country had a massively unexpected snow fall, we as a nation do not normally get such heavy winter weather. should all businesses now have to have secondary vehicles "just in case"?
C - I think you'll find that all the tesco drivers have to sit very stringent in house driving tests and without passing are not allowed out on the road, as such i'd consider them very experienced!

back to the OP, yes they should have had someone to deliver it to you, normally most stores are very good at this and will arrange for one of the team leaders to bring it or ask a driver to do OT to get the delivery to you.
if it happens to you again or to anyone else, make sure you call the customer care team at dundee and they are very good at chasing up the stores

(no i do not work for tesco's but i know a few people who do and who work in the home shopping delivery dept!)

Forris

back to the OP, yes they should have had someone to deliver it to you, normally most stores are very good at this and will arrange for one of the team leaders to bring it or ask a driver to do OT to get the delivery to you.
if it happens to you again or to anyone else, make sure you call the customer care team at dundee and they are very good at chasing up the stores

(no i do not work for tesco's but i know a few people who do and who work in the home shopping delivery dept!)[/QUOTE]


In my experience (as an ex-Home Shopping manager) it is better to call the store than the CS line, but it can vary from store to store. Some store managers see Home Shopping as a benefit to their store, others see it as a resource-hogging, hard-to-control nightmare.

In my day (slippers on, puff on pipe!), the OP would have got her shopping on the same day, using whichever van had the available space, and would have got a bottle of wine or bunch of flowers for the inconvenience, as well as having the delivery fee refunded as a matter-of-course. But that was when Customer Service meant something!