Is this normal for a tesco online delivery?

shelleuk

I received a ecoupon for £10 off a £50 shop at tesco online. I have only shopped online once before but thought i might give it a go seeing as though they were offering me £10 off.

My shopping arrived tonight and i was really disappointed with my delivery. Firstly i ordered size 5 huggies nappies which were
Bogof but they substituted them with 1 pack of size 3 pampers for the same price but not bogof (how is this a an suitable substitute when they wont even fit my baby boy) and i only bought them because they were buy one get one free. I refused these and the driver took them off my delivery. He then hands me all my other things and asks me to sign the little machine thingy. I then quickly glance at my order and notice they have completly missed off all my frozen goods although the delivery note says that they were with the order. So i knock on the van window before he drives off to tell him. He huffs and puffs comes out, looks in the freezer and says its not on the van. He then hurrily starts refunding me my frozen goods. I had to tell him 3 times that he hadnt dedudcted my frozen chicken breasts at £5 per pack. I could have been £30 out of pocket and im now worried that i wont pay the correct price for the goods received. I telephoned the customer services and he said he would refund me the price of the pampers and the delivery charge. He then sent me a £15 off my shopping if i shop online again.

Do tesco send you a final receipt that includes the stuff you have refused and the items hes refunded or do i just have to check my bank to see what amount they take from it?

I can't believe im saying this but i am tempted to use the £15 coupon the customer service bloke sent me but is there any point if this is a regular occurance with them? £15 off is a lot of money when you have 3 under 5

Then to top it off whilst im at the door getting my frozen stuff refunded my 2 year old daughter who is currently being potty trained poos on the floor and my 9 month old crawls through it. :eek::eek: The dog also had it around his mouth

Missus_Aka

They will take the original amount of your original order out of you bank and then refund anything missing or substitutions you didnt want. I have shopped with te$cos 1/2 times a month online for over 3 years and this has happened 2 times, but each time customer services has been really helpful and given me my refund and sent me at least £10 my mum has been also shopping with them and she has never had a problem and she has been with them since tesco grocery online started. Double check your bank in a few days but ive never had a problem with them refunding me..if all goes well have another go with them. P.S you are also entitled to your delivery service charge back i got mine those 2 times as i explained to them that i would have go out to buy the missing items and they didnt provide the service i asked for. at the moment they are doing extra points online if you have a clubcard: usual clubcard points + 200 points per order over £50 if you do 3 shops then you get a bonus of 400 points....am keeping mine for double up time xmas time next year then it will be worth £20. So may be useful to use the voucher at the moment......hope this helped

jenniewb

Hate to say it OP, it sounds nornal for Tesco to me.

I only ever used them 3 times over about 5 years. They never get all my order and the final time I used them was beyond a joke. I asked for 3 of the packets of brussel spouts as they were on a 3 for £2 offer. I got 3 single brussel spouts in a bag. They had run out apparently (this was late November/early December a few years ago). I asked for a few bottles of diet lemonade. I got none, they had apparently sold out. I asked for a packet of fresh melon salad and I got nothing. I asked for some apples apparently they had sold out of these too. Cereal I ordered was crushed to peices when I opened it and there was more but I can't remember!

It being saturday night I went down to Tesco to see what was in stock I could scramble together and also to complain about the cereal! It was clear to see all the items I required were in stock and this was last thing saturday. I'd bet they restocked friday night due for saturday and for whatever reason my 8pm delivery was collected before then- unless the staff really were too lazy to put it together!

I don't bother with them now, I lost my £10 off as I had my order fall below the £50 mark and customer services on the phone were less then helpful saying "if you hadn't said no substitues it would have been different" and refusing anything more then "I told you so" from a guy who sounded a good 5 years younger then I was.

kitschkitty

Yup, every time I give Tesco a "2nd" chance I wonder why I bother! This week it was cheese 400g (half price) @ £1.90 so I ordered 2 blocks I got substituted with 1 block of 200g (£1.95) not 2 blocks even!!!! They haven't issued my refund yet this time either (normally it's done straight away) so I need to phone them for that too.

I have had problems with nearly every order including once when I had all my bakery goods missing (about a 3rd of my order). When I phoned customer service I got a refund, but I've never been offered of given a refund on the delivery costs which really pees me off.

Lovingitifitsabargain

I would reccomend that you email them as I have done so in the past on several occasions, and they always give a discount code to use someone will call you back or they will email you.
I gave two subs back to the driver last night and received an email early hours of this morning to confirm the refund
Hope this helps

Sublime_2

I've never had any major probs, with Tesco delivery. Maybe I'm fortunate. On the odd occasion, when something was missing, it was refunded immediately by customer service, after a phone call. I even had some gift vouchers off them for my trouble.

shelleuk

Thanks for the replies. My partner was at work when i took delivery of the items. This morning he tells me that the delivery driver rang his mobile at 11 pm saying that hes found my frozen stuff and shall he re deliver them now. How can they be missed off the delivery and then reappear a few hours later (i wouldn't accept delivery at that time of night anyway with the children in bed). Im really worried that i wont get the £30 worth of frozen goods refunded. Should i get an email regarding the frozen things because it was the delivery driver who refunded these? The customer services refunded the nappies and i had an email confirming this. I think i might be panicking over nothing but it was just so badly done that im expecting more stuff to go wrong.

bunneh

I've always chosen not to subsitute but I've used the service 4 times and each time I've had a problem, I only ever went back to use them because they were sending me offers with more and more money off each time I ignored them.
First instance the bleach I ordered had leaked over all my groceries, the second instance they hadn't delivered an item I ordered, they told me I hadn't ordered it, then after a considerable amount of time debating the matter I had to give the customer service man my username and password for him to log onto my account to see that I had actually ordered it, then I got sent the wrong items on the two further occasions.
I gave up after that.

bigmomma051204

Have to say i have never experienced any major probs with Tesco - sometimes get the odd grumpy driver but normally fine! And any little probs, nearly always get esily solved by customer services. The only thing that has !!!!!! me off was our last delivery.... i always ask for things to be delivered in carrier bags cos my disabled husband is the only one at home during the day when i get things delivered - he has crutches so can carry the bags but can't make a thousand journeys with items loose in the crates... last time they delivered without any bags - rang customer services and got some old welsh dude who told me it would have been cos the store had run out of bags.... PMSL! Hardly - it is a HUGE store and i have never known ANY Tesco store to have no bags!!!! Was very peeved that they didn't even then offer to let me have the Green points which i would have got if i had specified that i didnt want bags!!! But thats the only prob i have ever had.... apart from the snow Non-deliveries.... and dont get me started on that!!

emz0801

I agree with Subl;ime, never had any major probs and shopped online with them for 2 years. In any instance they have not delivered an item or substituted wrongly, a quick phone call and you get the money back plus delivery charge plus discount voucher for next shop. They are always polite and helpful. Maybe this was just a one off problem.

glitter03

shelleuk wrote: »

Then to top it off whilst im at the door getting my frozen stuff refunded my 2 year old daughter who is currently being potty trained poos on the floor and my 9 month old crawls through it. :eek::eek: The dog also had it around his mouth

LOL! :rotfl: