Tesco online need advice asap

squack

ifonlyitwaseasier wrote: »

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!)

I used to work for Tesco and there was an ethos of "first class service" drummed into all staff, to go the extra mile to help customers. that is partly how Tesco have become the dominant retailer in Britain. From the perspective of the online delivery customer they have still got some work to do. It's no good getting it right 95% of the time. The 4x4 delivery truck idea would work, its the sort of innovation that Tesco would seriously consider. We have just had one harsh winter, there maybe more to follow so we all have to adapt if we want to carry on our normal lives. Maybe Tesco should only offer home delivery between say March and November if they can't cope with winter weather. As for their drivers, always helpful and courteous, and probably badly paid, but if they don't turn up with my order for whatever reason all this counts for nothing. There's no substitute for experience on the roads and local knowledge of shortcuts etc. Not everyone wants to live in a grubby overpopulated city you know.

Keeping_Positive

I think some posters are being harsh here.

It happened a few years ago to me where a van broke down. We didnt have a car, my OH wasnt about, it was already evening, the closest shop was 20 mins walk away and I had 3 kids under 6. Needed milk for the youngest. Tesco were lovely and a manager delivered it in his own car.

Not that that helps the OP, I am sad to hear Croydon arent so sympathetic.

wizadorah

Hello to you all, I thought I would give you a update on what's been going on, well to be honest nothing much at all, I'm still waiting for the refund to clear, I have given up all hope in getting anywhere with customer services, I've emailed terry I shall let you no when I get a reply from him. I no it was not idel but I did manage to get a small provident loan out so was able to order from ocado, food delivered today on time and very fresh and all items I ordered where avalible so I'm a lot happier today and so are my kids. Thank you so much to everyone who made time to read my post and give advice. I just have one little thing to add I noticed a couple of recent post mention the drivers and bad weather ect ect. This is what happen in my situation i live down a road which are all houses apart from a small block of flats at the other end from me, the flats are sign posted Stroud gardens my road is Stroud way both signs are in clear view. The driver knocked at Stroud gardens (the flats) got no answer so left a card saying no one home (was told this by cs). Now I no a lot are probably thinking well yeah I can see how that can maybe happen and ok yes maybe I can some what agree, but the reason why i'm so angry is because I've used tesco delivery on and off for the past 3 years more so since pregnant so I'm not a new customer also since using them I have stated in the special delivery instruction box in capital letters please can you make sure that the delivery driver knows that the delivery address is a house not a flat. So although I can agree with what others are saying about the vans and weather ect ect but in my situation no excuse really.

marleyboy

I really wish I was local to you, I would happily get some essentials in for you, at least to tied you over.

Please be aware of this policy of double charging you if they re-deliver your goods, apparantly (regardless who is to blame), if they dont deliver on specified time (even if its because their van broke down), they will bill you again to deliver it at another time, whilst assuring you "we will refund it back in a few days".

Sincerely my heart goes out to you, I hope you do get something sorted out in the meantime.

jb66

I once got a delivery cancelled, they gave me a £10 GOGW so I got 2 fish suppers delivered, whats the big issue here?

Mk14:37

jb66 wrote: »

I once got a delivery cancelled, they gave me a £10 GOGW so I got 2 fish suppers delivered, whats the big issue here?

1. The OP didn't get a £10 GOGW;
2. She has children with specific dietary needs;
3. She has to wait 2 days for her money to be refunded before she can re-order her goods.

Shucks, can't some people read?

ifonlyitwaseasier

squack wrote: »

I used to work for Tesco and there was an ethos of "first class service" drummed into all staff, to go the extra mile to help customers. that is partly how Tesco have become the dominant retailer in Britain. From the perspective of the online delivery customer they have still got some work to do. It's no good getting it right 95% of the time. The 4x4 delivery truck idea would work, its the sort of innovation that Tesco would seriously consider. We have just had one harsh winter, there maybe more to follow so we all have to adapt if we want to carry on our normal lives. Maybe Tesco should only offer home delivery between say March and November if they can't cope with winter weather. As for their drivers, always helpful and courteous, and probably badly paid, but if they don't turn up with my order for whatever reason all this counts for nothing. There's no substitute for experience on the roads and local knowledge of shortcuts etc. Not everyone wants to live in a grubby overpopulated city you know.

ok in response to the two parts i've highlighted.

no it wouldn't, they will never spend the money on something that "might" be needed "just in case" we have a really bad winter.
And who said anything about living in grubby overpopulated cities?!?!?!?
in my area we have a few small towns surrounded by a LOT of countryside, windy small lanes and open space.

Forris - i'm glad you've had it the other way around but here it really is easier to get thro to CS than the store!!

jackieblack

jb66 wrote: »

I once got a delivery cancelled, they gave me a £10 GOGW so I got 2 fish suppers delivered, whats the big issue here?

What is GOGW?

gordikin

Gesture Of Good Will

Brb

Gesture of good will (I imagine)

Hmmm. I use Tesco online and I thought (wrongly it seems) that they could only debit your account once you signed for delivery (ie no delivery no payment). I might have to re-think who I use.

Sorry for what you've been through OP. It's not right in my opinion and I hope you get the loan paid off quickly.