I Hate Tescos Attitude And They Have Picked On The Wrong Person.

F.T.B_2

bestpud wrote:

Well, that says it all! That attitude, from a dot.com manager, is why people are complaining, for goodness sake!

Yes, few people expect a 100% flawless service but when problems are occuring regularly, then they cease to be minor.

The whole point of home delivery is convenience so why should the OP have to ring the store, or anywhere else for that matter, three times within as many weeks?

Don't forget the admin charge - of course people expect a reliable service when they are paying for it. Is it really too much effort to keep customers informed of problems with their order? Alternatively, a freephone number for sorting out these 'minor' issues may make them seem less of a major hassle to customers?!

I used to like Tesco but they've really dropped their level of customer service in the last couple of years - they may be the biggest but they certainly aren't the best imo.

What do you mean that says it all? I am merely stating that these are problems that can be solved IF WE KNOW ABOUT THEM. As for my attitude - i have said that if the OP wants the direct number and name of their local store Dot Com Manager then im more than willing to help, just send me a PM and i will sort it out. I cannot offer anymore.

I agree fully that the problems are not minor in the eyes of the person who is having these problems but we can solve them. Accidents arise, mistakes happen in every business. Asda, Sainsburys etc all have problems.

You state that problems are happening reguarly, I disagree. My store has delivered over 700 orders since Monday morning and we have had only 13 complaints recieved. That is 13 too many but each and every complaint received has been dealt with by myself or my team leader quickly and hopefully the customer has been happy with the results.

Please dont tell me I have got an attitude problem when you have never actually dealt with me. Im just giving another side to the argument. If you really do believe that Tesco's Dot Com have let you down and the manager cannot rectify the situation leaving you to take your custom elsewhere then that is unfortunate. However if you were to search on here for Asda or any other competitor for that matter you will see that problems occur elsewhere also.

F.T.B_2

bestpud wrote:

I had weekly orders for months without a problem and then had at least one problem a week for several weeks so stopped using them for a while.

Started again in September and around half the deliveries have had some problem, including the entire fridge section missing one week, followed by the entire freezer section missing the following week! I've also had squashed fruit, and meat that needs using by the following day, plus two late deliveries, only one of which we were notified about. Other issues have been the odd missing item, bizarre subs, or no receipt - things like that.

In their defence, these problems have been dealt with fairly easily, except for the missing fridge items, which they couldn't get to us for three days so I just had them refunded. I put up with it because I still feel it is easier than doing a weekly shop and there is no alternative in my area.

However, I don't think Tesco should think it is minor to have three problems in as many weeks, even if they are easily dealt with. Plus, £3.99, being the cheapest admin charge, is still a lot when they don't routinely keep customers informed of problems such as delays.

I really think you've been very lucky as few people I know have had no problems at all, even after disregarding unavoidable late deliveries.

£3.99 for a delivery is pretty good value in all honesty. That includes, picking, packing and delivering to wherever you require, if that is to your front door or in the kitchen.

It is the drivers responsibility to notify you if your delivery is running late. If they are not doing this you should be asking them why not at the door. You also obviously get your delivery charge refunded immediatly.

Nicki

gregg1 wrote:

ocado are superb. We have been using them for ages and had a problem this week for the first time ever(although there were quite a number of biggish problems with the delivery). I had to phone the customer services number to sort the problem out and they immediately refuded items which were damaged or wrong and let us keep the stuff (£11 worth) plus gave us a £10 voucher off next weeks shop and two bottles of wine. I did not get stroppy with them about the mix up, just politely pointed out the problems (even made sure I told them that this was the first time we had ever had a problem)and that was the result. They will certainly continue to get my custom in future.

My experience of Ocado is the complete opposite. I only tried them once for a delivery on Saturday at around 6pm. They phoned late on Saturday evening to say they weren't coming, and didn't deliver on Sundays, so would bring the food on Monday. I told them in that case to forget it, at which point they said they would deliver on Saturday after all but it would be around 10pm. The delivery turned up at midnight, and they said they had been unable to provide, or substitute such difficult items as minced beef and wholemeal bread.

Tesco on the other hand is great where we live. Never had a missed delivery or been charged for anything not delivered. Substitutions are sensible. Drivers occasionally turn up early, but never late, but they usually phone first, and if they don't phone and come early and you are out, they come back at the pre-arranged time.

cannyscot_2

i am now using tesco on different accounts -different members of f amily to get extra points through Paid toshop-every single order has something wrong but I always make sure it works in my favour-bad substitution they hve to refund you down to original choice-missing items refunded-I rub my hands in glee -extra points for spending less money-once recently about £12 of free food as we got some of someone else's frozen stuff that would have melted.-we did tell them they said keep it plus bad order last week I said refund my delivery I will have to go out now -oh fine they said no problem-and it stops me buying rubbish in the store and giving them more money so all in all a winner even if they mess it up.

Ant the points are adding up substantially!!! plus if you get £40 in deals on a wine order for £55 if it's all wrong you just laugh!

uktim29

F.T.B wrote:

Please dont tell me I have got an attitude problem when you have never actually dealt with me. Im just giving another side to the argument.

I wouldn't worry about it. From working with the public for 13 years as soon as someone comes up with or somthing similar to 'If that's your additude' It's actually them who has the additude problem.

IvanOpinion

uktim29 wrote:

I wouldn't worry about it. From working with the public for 13 years as soon as someone comes up with or somthing similar to 'If that's your additude' It's actually them who has the additude problem.

Oh how true ... I have worked in a call centre and often people would phone in demanding the tape complaining about abuse etc. .. so we had to waste time and money finding it, listening to it, copying it and posting it .. and then people wonder why does CS cost so much. Too many people are used to getting their own way and rather than discussing something rationally they get on their high horse and go out looking for an argument. My experience has shown that in the majority of cases it is the CS person that has taken the abuse and, on a few of these maybe responded like-for-like when they should not have.

At times I feel really sorry for them. They often have to take a lot of abuse from a customer but yet remain calm. I have seen CS staff reduced to tears, just remember IT IS (usually) NOT THEIR FAULT, they are trying to help but they can only do what is within their power o do. Sometimes you have to ask for a manager or supervisor who may (or may not) have additional powers.

Ivan

Hoddie_2

I use Tesco home deliveries quite a lot, only ever had one problem - someone (assuming the driver) ate half a tube of Pringles. One phone call, refunded within 3 days - can't say fairer than that.

What really frustrates me about Tesco is that their website doesn't take the discounts, BOGOFs into account when calculating your running total. Both Asda and Sainsburys manage this, why can't Tesco? I often reach totals in excess of £90 but end up paying much less.

surfsister

sarahg1969 wrote:

I ordered some special offer washing powder from Tesco - 18kg for £7.58. As expected, it was out of stock, but they sent a substitute - 15kg for just under £29!!! What kind of substitution is that??!!

Asda re mcuh better as any subs you get for the same price as the original order! I often get organic stuff for the same price as my ordinary carrots or whatever.

Also free delivery if you have a asda credit card and spend £50 also 2p per litre off petrol with the card!

THE_LONE_RANGER_4

Hoddie wrote:

I use Tesco home deliveries quite a lot, only ever had one problem - someone (assuming the driver) ate half a tube of Pringles. One phone call, refunded within 3 days - can't say fairer than that.

What really frustrates me about Tesco is that their website doesn't take the discounts, BOGOFs into account when calculating your running total. Both Asda and Sainsburys manage this, why can't Tesco? I often reach totals in excess of £90 but end up paying much less.

before you accuse make sure you have the evidence to back it up, after all you could have ate them and then tried it on to get a freebie , recent research shows the customer in 95% of cases is the one to watch very closely

Hoddie_2

THE_LONE_RANGER wrote:

before you accuse make sure you have the evidence to back it up, after all you could have ate them and then tried it on to get a freebie , recent research shows the customer in 95% of cases is the one to watch very closely

Er, I did have the evidence - a half-eaten tube of Pringles. I'm not sure I like your tone to be honest, you're saying I can't accuse the driver but you can accuse me of trying to get a £1 freebie?

Research? Who's research? Did you know 95% of statistics are made up on the spot by prats trying to look smarter than they are?