Tesco Grocery Home Shopping - Appalling service and lies to boot!

treacle

Here is my experience of Tesco grocery shopping - the whole sytem stinks and they even sunk so low as to lie about the drivers actions and put the blame on him. Poor guy - he was the only person who I think was genuinely sorry!

> Order number: XXXXXX
> Delivery date: 12/09/2006
>
>
> Problem about: #GR Online groceries | #DEL Delivery
> Query Details: This order was originally scheduled for 12th
September. I was contacted on the 12th to be told there had been a systems failure at my store and the delivery would be re-scheduled for 13th
between 7-9pm. At 9.30 pm I had not received my order or received any call from the store or driver to explain its abscence. I then had to telephone customer services 3 times to find out what was happening. I asked that my call was returned on my home phone which you have as my contact number. This was not done and by nearly 10pm there was no way of contacting the driver or store as they were not answering their phones.

This morning a CS advisor contacted the store and was told that there was no-one at home when the driver called. I can categorically state that I was at home from 6.50pm. As is normal with deliveries in the past the driver has always turned up early so I am disgusted if he did not wait to deliver my shopping and turned up prior to this time. In addition I received no card through my door to say that he had been or at what time. CS said the driver tried to ring my mobile but it was switched off - this cannot be so as I have a message alert if this has happened and my mobile was not switched off. No message was left on either my mobile or my landline!! Why was this? Likewise there is no record from the store as to what time delivery was attempted. I find this a bit suspicious!!! I am not happy that the only compensation offered is the refund of my delivery charge. This mess has seriously inconvenienced me forcing me to do shopping I otherwise would not have needed to do. I would be grateful if you could look into this matter and provide me with an
explanation as to how this could have happened.
> Regards,

>

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Original Message

---

> From: "Tesco Customer Service" <customer.service@tesco.co.uk>
> Sent: Saturday, September 16, 2006 3:54 PM
> Subject: X Re: Contact Us - General query
>
>
> Thank you for your email.
>
> We show that we had attempted to call you back after you called the
> customer
> service centre but unfortunately at that time we only had your mobile
> number. When we attempted to call, we were unable to get through which i
> would presume was the same problem that the driver had.
>
> I can see that your telephone details have now been updated to you home
> number and mobile number removed but unfortunately neither the driver or
> ourselves had your home number to contact you on at the time.
>
> I can only presume that the driver may have went to the wrong address but
> the driver would normally attempt to contact you to check the address
> details if he was experiencing any difficulties but unfortunately we
> appear
> to have been unable to do so at the time.
>
> While I can appreciate there is little that can be done to alleviate the
> inconvenience that has already been caused, I sincerely apologise that
> this
> has happened.
>
If you have any further queries please do not hesitate to contact us at
> customer.service@tesco.co.uk quoting X.
>
> Kind Regards
>
>
> Duncan Clark
> Tesco Customer Service
>
>
>

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Original Message

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>
> Date: 16 September 2006
> Subject: Re: X Re: Contact Us - General query
>
> Thankyou for your email. I wish to make the additional observations.
>
> 1. My landline number was given as the contact number when I placed my
> order. I cannot understand why the driver was given my defunct mobile
> number.
>
> 2. When I spoke to CS on Thursday morning to get an explanation as to why the driver had not made the delivery the store stated "the driver knocked on your door but there was no answer". When I asked what time this was, again, the store had no information. As suspected this was an outright lie as the driver told me on Thursday that no such thing happened - he just couldn't find the address. Which also begs the question - does the driver get sight of the special notes that I made in relation to finding my address?
Clearly not. Communication is the issue here (or lack of) and I am flabergasted that someone would take it upon themselves to lie about the drivers actions -what a joke!!!
>
> 3. I am disappointed that you have totally ignored my request for any
> other
> compensation - refund of the delivery charge is hardly appropriate for a
> 3rd
> time delivery and the added insult of being lied to by Sevenoaks store.
> What
> a shame - I hope you don't treat all your customers like this.

---

Original Message

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From: "Tesco Customer Service" <customer.service@tesco.co.uk>
Sent: Saturday, September 16, 2006 5:50 PM
Subject: X Re: X Re: Contact Us - General query


> Thank you for your email.
>
> When the order was placed the mobile number was used for both the day and
> evening contact number and the mobile section of the original address was
> blank which I can see that has been re-added and the mobile section filled
> in.
>
> The driver does see the delivery notes but I have also noticed that you
> have now added extra delivery notes that weren't there before and weren't
> on your original order or original address details when I was checking
> your account earlier today. While I appreciate this will help with orders
> in the future this doesn't help me investigate this issue for you.
>
> The reason for the store saying something different could have been a
> simple miscommunication as the driver that delivered would have been on a
> late shift, where as the staff that we talked to would have been in from
> 7:00am on the early shift. The store may not have been aware of the full
> facts and with no way to speak to the driver until later that day to
> confirm exactly what had happened.
>
> I can appreciate the disappointment you must feel and I am sorry for what
> has happened but unfortunately I do not feel that further compensation is
> appropriate under these circumstances, as we were not supplied with
> correct contact information should problems arise.
>
> If you have any further queries please do not hesitate to contact us at
> customer.service@tesco.co.uk quoting X.
>
> Kind Regards
>
>
> Duncan Clark
> Tesco Customer Service
>
>
Dear Duncan,

Thanks for your email but I feel I have to correct you.

You did have my correct contact number - this was my landline only; as my
day and evening number as I have a very poor mobile reception at my house.
My landline number has never changed. The mobile number the driver had has
been defunct for several months now. I made a point of making sure that only
my landline was used when I placed the order.Perhaps you can direct me to
where I should be registering my contact numbers so that there is no mistake
in the future?

Again, the extra delivery notes were added when placing the order because on all previous deliveries I have been phoned by the driver trying to locate my
house. What is the point in having the facility of updating these notes if
reference is only made to the original entry?

I agree, the store obviously wasn't aware of the full facts although it does
not explain why they took it upon themselves to make up a story and lay
blame on the driver ( who I have to say was very embarrassed about it all).

I could not have done any more in supplying you with "correct information".
You obviously are not prepared to accept liability in this matter which is
extremely frustrating given that I could have done nothing more to prevent
this situation happening. Needless to say I will not be shopping with Tesco
again any time soon.

Regards,

lynzpower

pretty simple, take your business elsewhere

Have you spoken with the customer care team up in scotland wherever thery are ( not that they were good to me, they pretty much said "And so what?"

Thriftylady

treacle wrote:

>
I can only presume that the driver may have went to the wrong address
>
>Duncan Clark
> Tesco Customer Service
>[/COLOR]
>

and poor grammar too! I'd be tempted to contact Duncan's boss and ask why they have entrusted him to reply to customer's emails when he has such poor written communication skills.

gregg1

Thriftylady wrote:

and poor grammar too! I'd be tempted to contact Duncan's boss and ask why they have entrusted him to reply to customer's emails when he has such poor written communication skills.

We use Ocado - they are absolutely brilliant.

C_Ronaldo

why cant they just admit they made a mistake

treacle

No surprise that I didn't get a response to my last email to Duncan!

Very professional -not!!