Thinking of ordering with Tesco Direct?

Mari500

Hi All

I am writing this to inform people of my recent experience with Tesco Direct in the hope it will help some people, so please, if you want to "vent" at me, please do so without detracting from my post:money:

I have sciatica which is painful and means I can't always hoover my stairs with my normal hoover. I'd been told that you can get a portable hoover which does what it says on the tin - extra expense but well worth it, I thought.

I spent time time researching a decent vaccum and found one on Tesco Direct. I was chuffed to bits when I found I could "double-up" on my Clubcard vouchers - which meant if fell within my budget. I therefore "doubled up" and ordered the vaccum. I received an email, confirming my "purchase" and confirming they had taken payment.

The following day, after ordering the vacuum, I was telling my 82 year old Mum about it - she was well impressed with what it promised (sad but true!), so I downloaded the page so I could show her what it did. However the next day (2 days after receiving the "proof of purchase" and Tesco taking the money for my account, I received a text, followed by an email, saying they were cancelling my order and I would be refunded my money.

I was totally pi**ed that Tesco had done this and emailed to ask why they had sent me a "proof of purchase", taken my money (which will be refunded within 3-5 working days! and cancelled my order).

I emailed Tesco and politely told them that I was not happy with the way they had dealt with my order. They quoted some phrase that exonerated them from completing what they had promised.

You must be getting totally bored now so, in summary: tried ringing Customer Services - they were entitled to do this - "gesture of goodwill £10". I reiterated I wanted what I'd ordered in good faith and not to wait 3/5 working days for money I'd paid them". After two further emails, they admitted their system was not "customer friendly" and basically, in their shabby "cut and paste" fashion, wiped their hands of any customer care responsibility.

If you need to order something and want certain delivery, please be aware that Tesco don't deliver and don't give a fig that they don't.

Hope this helps someone.

Helix

If they have no stock how are they meant to send you one? Mistakes can happen. Waiting 3-5 days for payment to be returned is due to how the banks work, nothing Tesco can do about that so don't know how you can blame them.

SnowTiger

Mari500 wrote: »

I emailed Tesco and politely told them that I was not happy with the way they had dealt with my order. They quoted some phrase that exonerated them from completing what they had promised.

Did they say why they'd cancelled the order, or did I miss that in your message?

fluffnutter

Is the sciatica relevant? I should imagine that there are lots of portable vacuum cleaners on the market. You could try elsewhere. I don't understand why it had to come from Tesco.

FunnySaving

I appreciate it's annoying, but this kind of thing can happen with any retailer, not just Tesco so you may be laying blame at their door when it's just a risk of ordering any popular item with any store.

Oliver14

I have sciatica also never effects me when orders are canceled. Companies do this when they have no stock. Sometimes its if the item us coming direct from the manufacturer and they haven't told tesco.

Yes Tesco could have told you a little more information. But they have given you £10 for nothing. That rates as OK customer services IMO.

buzzhoney

Yes at least they were frank about it. Still a real pain though.

DCFC79

To look at it on the other side of the coin ive bought stuff from tesco direct before and no issues were encountered so i was well chuffed. Yes its a shame that the order was cancelled but you haven't lost out in money terms. Dont really see the issue though.

So going by my experience tesco do deliver.

DCFC79

Mari500 wrote: »

Hi All

I am writing this to inform people of my recent experience with Tesco Direct in the hope it will help some people, so please, if you want to "vent" at me, please do so without detracting from my post:money:

I have sciatica which is painful and means I can't always hoover my stairs with my normal hoover. I'd been told that you can get a portable hoover which does what it says on the tin - extra expense but well worth it, I thought.

I spent time time researching a decent vaccum and found one on Tesco Direct. I was chuffed to bits when I found I could "double-up" on my Clubcard vouchers - which meant if fell within my budget. I therefore "doubled up" and ordered the vaccum. I received an email, confirming my "purchase" and confirming they had taken payment.

The following day, after ordering the vacuum, I was telling my 82 year old Mum about it - she was well impressed with what it promised (sad but true!), so I downloaded the page so I could show her what it did. However the next day (2 days after receiving the "proof of purchase" and Tesco taking the money for my account, I received a text, followed by an email, saying they were cancelling my order and I would be refunded my money.

I was totally pi**ed that Tesco had done this and emailed to ask why they had sent me a "proof of purchase", taken my money (which will be refunded within 3-5 working days! and cancelled my order).

I emailed Tesco and politely told them that I was not happy with the way they had dealt with my order. They quoted some phrase that exonerated them from completing what they had promised.

You must be getting totally bored now so, in summary: tried ringing Customer Services - they were entitled to do this - "gesture of goodwill £10". I reiterated I wanted what I'd ordered in good faith and not to wait 3/5 working days for money I'd paid them". After two further emails, they admitted their system was not "customer friendly" and basically, in their shabby "cut and paste" fashion, wiped their hands of any customer care responsibility.

If you need to order something and want certain delivery, please be aware that Tesco don't deliver and don't give a fig that they don't.

Hope this helps someone.

For future reference.

System

fluffnutter wrote: »

Is the sciatica relevant? I should imagine that there are lots of portable vacuum cleaners on the market. You could try elsewhere. I don't understand why it had to come from Tesco.

I think the OP was saying that they had to have a portable vacum cleaner because of her sciatica it meant she couldn't hoover the stairs with a normal one.

A portable vacum cleaner is more expensive than a normal one and she wanted to buy it from tesco as she could double the value of her tesco clubcard vouchers to buy it. Perhaps they can't afford to buy one for full price from another store.

Therefore I would argue that the sciatica is relevant!

nzmegs

You may want to check that you will get your vouchers back or the equivalent in value. You may find that the "discounted" price is what is refunded to you. If so, this would be really unfair as it wasn't your fault. if you return something which you paid for with doubled up vouchers you only get back the discounted value. At least that is what i believe.