So angry with Tesco right now

immortalflower

On saturday the 3rd I was due my grocery delivery between 10-11AM. It wasn't even 9am and I was called and told my delivery would be up to 7 hours late!! I was shocked and hung up. Then called right back and said I was just shocked that it would be 7 hours and she said it would likely be less and after me asking she refunded the delivery charge.

So... I set upon waiting... not too patiently. Around 4pm I decided to call and see what was going on... nothing to report. I called again at 5 and 6.... Tesco online had no information and was unable to contact anyone to ask.

9 hours later both me and my husband were calling them demanding to know what was going on and speaking to various people who still seemed to be saying the groceries were out there coming... somewhere.

They never arrived and eventually someone said they would refund the order and schedule it for the next day. We were very upset about that as we aren't people with a lot of extra money to spare... but Tesco gave us all the reassurance that the money would be back in 3-5 days.... they said they would honor our vouchers for the next day even though they expired that day, gave us free delivery for the next day and a further £6 off. We still weren't happy but figured we had to live with it.

Have been watching my bank account the entire week for the money and nothing. Its day 6 today and I called Tesco online to ask what was going on. The woman wasn't all that interested but said she'd look into it and call me back.

She called me back to tell me that no one had ever entered the refund into the computer. Of course this leads to me getting really upset and her telling me that this is all perfectly within their policy on refunds???? I don't even understand that... is it in their policy to not bother to process refunds, then process them way later and make like I'm being unreasonable??? She said well she'd send me a £10 evoucher as a measure of good faith to which I said that really doesn't feed my children for the next week and that I would go away and figure out what to do next about this and how to complain.

I decided to call Tesco HQ.... found their phone number on the section for job seekers and called and was transfered to the complaints department. The woman I spoke to was unfamiliar with the aspect of Tesco Online and asked if I had called them... I said yes many times and today as well and they basically won't do a thing and I wanted to complain. She was shocked they had goofed up so badly at not entering the refund until I called to complain about not refunding. She only said she'd call Tesco Online and the store the groceries originated from... or should have that day to see what had happened. And its been left there.

I feel like that isn't good enough really... I still don't have my money back which I desperately need and I feel like I am a perfectly reasonable customer in my expectations.

I also do not think it was fair of them to deduct the money for the groceries in the first place on that saturday when it seemed they were more than aware that they were not going to be able to deliver the groceries to a lot of people!!!

Does anyone have any advice what to do or have I done it all?

malkyh

This is why I choose to do my shopping myself instore. It saves some other incompetent fools doing my shopping for me.

immortalflower

I would do that, but none of the supermarkets are close to me and I do not have a car... topped with having to tow two children around with me... it just doesn't work.

malkyh

immortalflower wrote: »

I would do that, but none of the supermarkets are close to me and I do not have a car... topped with having to tow two children around with me... it just doesn't work.

Apologies, I wasn't implying that you should do the shop yourself (or meaning that you should have to justify yourself) I was just pointing out that they can be wholly incompetent with online shops.

immortalflower

Its alright, I wasn't taking it personally. I just sort of feel a bit helpless to have to depend on it and then they make such a huge mess of it. I'm still raging inside.

arcon5

What a complete overreaction!

The delivery was going to be late (annoying, yes) so they had the courtersey to telephone you and advise you, rather than just turning up late (or not turning up in this case) --- you react by hanging up the phone! I would hate to see how you react to a 'real' problem.

This is the kind of response you expect from a teenager, as an adult you should have the ability to control your urges and deal with problems as they arise -- especially since in life nothing ever goes smoothly.

So I agree with your next bit, they don't turn up, fail to place the refund on the system -- a little incompetent. So they bend over backwards to make you happy: free delivery, honouring now expired vouchers, giving you a free voucher, a partial-refund on your groceries -- and you "figured you had to live with it".

What kind of compensation do you want? or expect?

Refunds in most cases can take upto 28 days, especially in large corporations where telephone operatives don't action the actual refunds themselves, just add the request.

So have you now cancelled the whole order? Or has it been delivered and your looking for more gestures of goodwill? This bit isn't clear in the waffle of all the gestures and apologies they offered.

immortalflower wrote: »

On saturday the 3rd I was due my grocery delivery between 10-11AM. It wasn't even 9am and I was called and told my delivery would be up to 7 hours late!! I was shocked and hung up. Then called right back and said I was just shocked that it would be 7 hours and she said it would likely be less and after me asking she refunded the delivery charge.

So... I set upon waiting... not too patiently. Around 4pm I decided to call and see what was going on... nothing to report. I called again at 5 and 6.... Tesco online had no information and was unable to contact anyone to ask.

9 hours later both me and my husband were calling them demanding to know what was going on and speaking to various people who still seemed to be saying the groceries were out there coming... somewhere.

They never arrived and eventually someone said they would refund the order and schedule it for the next day. We were very upset about that as we aren't people with a lot of extra money to spare... but Tesco gave us all the reassurance that the money would be back in 3-5 days.... they said they would honor our vouchers for the next day even though they expired that day, gave us free delivery for the next day and a further £6 off. We still weren't happy but figured we had to live with it.

Have been watching my bank account the entire week for the money and nothing. Its day 6 today and I called Tesco online to ask what was going on. The woman wasn't all that interested but said she'd look into it and call me back.

She called me back to tell me that no one had ever entered the refund into the computer. Of course this leads to me getting really upset and her telling me that this is all perfectly within their policy on refunds???? I don't even understand that... is it in their policy to not bother to process refunds, then process them way later and make like I'm being unreasonable??? She said well she'd send me a £10 evoucher as a measure of good faith to which I said that really doesn't feed my children for the next week and that I would go away and figure out what to do next about this and how to complain.

I decided to call Tesco HQ.... found their phone number on the section for job seekers and called and was transfered to the complaints department. The woman I spoke to was unfamiliar with the aspect of Tesco Online and asked if I had called them... I said yes many times and today as well and they basically won't do a thing and I wanted to complain. She was shocked they had goofed up so badly at not entering the refund until I called to complain about not refunding. She only said she'd call Tesco Online and the store the groceries originated from... or should have that day to see what had happened. And its been left there.

I feel like that isn't good enough really... I still don't have my money back which I desperately need and I feel like I am a perfectly reasonable customer in my expectations.

I also do not think it was fair of them to deduct the money for the groceries in the first place on that saturday when it seemed they were more than aware that they were not going to be able to deliver the groceries to a lot of people!!!

Does anyone have any advice what to do or have I done it all?

somethingcorporate

+1 with Arcon here. They have messed up but they are dealing with it and offering you plenty of goodwill in the form of money back and freebies. What more do you want?

Vote with your feet (or clicks!) next time.

immortalflower

arcon5 wrote: »

What a complete overreaction!

The delivery was going to be late (annoying, yes) so they had the courtersey to telephone you and advise you, rather than just turning up late (or not turning up in this case) --- you react by hanging up the phone! I would hate to see how you react to a 'real' problem.

Sorry if you misunderstood but I did not cut them off by hanging up on them, I meant that I hung up the phone when we were done speaking.


So I agree with your next bit, they don't turn up, fail to place the refund on the system -- a little incompetent. So they bend over backwards to make you happy: free delivery, honouring now expired vouchers, giving you a free voucher, a partial-refund on your groceries -- and you "figured you had to live with it".

What kind of compensation do you want? or expect?

Refunds in most cases can take upto 28 days, especially in large corporations where telephone operatives don't action the actual refunds themselves, just add the request.

So have you now cancelled the whole order? Or has it been delivered and your looking for more gestures of goodwill? This bit isn't clear in the waffle of all the gestures and apologies they offered.

They cancelled that order on the 3rd after just over 9 hours of us waiting and them not knowing what they were doing. They said they would refund the cost of all the stuff that had not arrived since they had charged me for it early on in the morning. Except, they didn't enter the refund into the computer so it never happened. Meantime they re-scheduled the delivery for the next day meaning I was then missing TWO TIMES my weekly grocery costs which I am not someone who can afford to be in that situation. And then I make it through the week to find out nothing had yet been done at all and no one was aware of my lack of refund on my groceries until I make a further complaint.

The way I see it, there are a lot of failings there. They were aware of deliveries being 7 hours late (meaning they knew and admitted that day to knowing a lot of those deliveries weren't going to go out... but charged people anyway. And they admitted to knowing there were not enough drivers to make everything possible yet they don't keep anyone knowing what to expect).

On top of that and all the small communications failings.... they don't process the refund meaning I am doing to be into next week now with no money to use to feed my family... and no, a few evouchers don't make that doable or better for me at all.

You know what would be nice? If instead of refunding me my grocery charge from the missing order they gave me the equivalent in evouchers... then at least I could spend those and have food for my children for the next week!!

brettcta

red writing = migraine.

balls to reading that

immortalflower

Sorry, changed it to green then.

VfM4meplse

I have some sympathy as I hate waiting for deliveries / tradesmen myself

immortalflower wrote: »

I would do that, but none of the supermarkets are close to me and I do not have a car... topped with having to tow two children around with me... it just doesn't work.

What would you do if home delivery wasn't an option btw?