Tesco Grocery Shopping not arrived. Please help.

TheRobster

I'm a university student living in a bunch of flats, I ordered from Tesco twice before now and had no problems at all. Saturday 21st I was supposed to receive an order from Tesco between 10am and 12pm and around 10:05am I got a phone call from the driver asking me for directions even though I could clearly hear his SatNav in the background which I thought was odd as my mother's SatNav takes us directly to the flats...

It got to around half 1 and he phoned me to say he couldn't find my flat and he had taken the food back to the depot as he wasn't familiar with the area and another driver would have it delivered to me between 2.30 and 3pm, so again I waited in all day and by 5pm there was still no sign of my shopping so I phoned the customer services to find out what the hell was going on.

The man on the phone spent around 10 minutes phoning every driver available to find out which one had got my shopping and he called me back to tell me he had pinpointed the driver who had it but could not get in contact with him so had left him a message with my details.

It is now 2am on Sunday morning and I sit here with no food in my flat and I'm down £20, £6 of which I paid for a 10-12pm delivery slot.

I'm completely unfamiliar with this territory I need some advice on where I go from here as I feel the service has been absolutely disgusting.

jenniewb

That is really poor service- I'd phone up customer service and log a complaint, make sure you speak to a person and also go into detail as to how this affected you and your day especially with all the waiting around.

I'd want some form of apology, compensation and knowledge that the problem would not happen again (if you chose to use them again). I'd also want my shopping delivered in full and pronto and delivered for free, part of the actual shopping cost refunded would be a bonus but doubt they'd stretch that far but worth a try.

TheRobster

Their customer services are closed today, so I guess i'll have to wait until tomorrow?

paulm1983

No it's not closed, you may have been calling the store customer service line. Tesco.com helpline is open on Sundays - it's 08457 225533. Tell them what the above poster has said, and that you'd like it re-picked and put on a van today. Good luck.

TheRobster

Okay I called that number, thank you they have refunded the delivery charge and have stated that I will be refunded for the original order and charged again for a new order, I don't know if that makes sense? It -should- be arriving tomorrow anywhere between 3 and 5pm. I will keep you posted.

jenniewb

TheRobster wrote: »

Okay I called that number, thank you they have refunded the delivery charge and have stated that I will be refunded for the original order and charged again for a new order, I don't know if that makes sense? It -should- be arriving tomorrow anywhere between 3 and 5pm. I will keep you posted.

no compensation for you waiting in and not having it all delivered when you actually wanted it delivered?

TheRobster

All they offered me was the refund of the delivery charge, but I feel i'm going to get charged that again tomorrow when they -hopefully- send my shopping

boojims

I had a similar thing happen to me.

I made a fuss and got the shopping delivered for free, and they sent me an e-voucher for £10 off my next shop. (Although my shop is usually about £100 ish).

If they have charged you for delivery send them an email so you have it in writing too, and see what they say.

Good luck

LittleMissGiggles123

I had something very similar happen to me, I made a big fuss, rang them every hour to find out what was happening now etc etc. Then emailed them the next day to say how disappointed I was, blah blah blah.

Ended up with £40 vouchers.

Kick up a fuss, get something from them

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