Tesco - crap delivery service?

ClarkeyBoy1987

Hi,

So heres my situation:

I placed an order online on Saturday for delivery on Monday between 8pm and 10pm. It never arrived. Through discussions with customer services I gathered that the van had gone back to the store, but they didn't know why and said they would inform me the moment they knew why. I still don't know why so can only assume that he couldn't be bothered. I spoke to the store manager and rearranged it for Tuesday between 6pm and 10pm (plenty of time, right? Wrong... still didn't get delivered).

So at 9:30pm on Tuesday I called customer services to find out where the van was. Turns out the message was not passed on. I rearranged (through customer services) for delivery yesterday between 6pm and 8pm.

So Wednesday came, and at 8:01pm I phoned customer services to say it hadn't arrived. They said that their logs say he called but there was no answer, but a) I was in the entire evening with my phone on my knee (you will see the relevance of this in a moment) and b) my delivery instructions specifically said that if there was no answer then call my mobile (I even specified the number in the delivery instructions). The duty manager said she would investigate it and get back to me this morning.

So at 12:01pm today I still hadn't received a call - they were late, as per usual. I called the store at about 6pm, and the duty manager answered. He said I had just missed Julia, the manager I spoke to the day before, and to call back 15 minutes later when the "dot com manager" would be free. So I did that, and again, and again, about 20 times. I constantly got through to the answerphone (no rings or anything) and eventually left a message. Almost like they blocked my number and sent it straight through to the answer phone. I still haven't been called back. I am to call back tomorrow between 6am and 2pm to speak to the dot com manager regarding rearranging redelivery (again). I will do so, but cancel if they fail again.

Laughably, they reckon that £30 of IN-STORE vouchers is enough to compensate. Really it isn't - my minimum is £1 per hour, CASH refund.

Furthermore I have proof, as do they, that an order was delivered, successfully on the first attempt, to the EXACT same address - so they can't claim it was the wrong address.

So my question is simply what do people advise me to do here? I am thinking of going to watchdog about this, and the papers, as it is just stupid that they treat their customers like this. Are they breaking any laws? I reckon there must be laws around non-delivery of goods.

Thanks in advance.
Regards,
Richard