Tesco - Refund!

jessc_2001

So, I ordered my groceries for delivery between 9am and 11am. I work nights so have been up since approx 5pm previous day.

At 11.04am - 1st msg on answerphone from Tesco driver - "I'm late, I'm still in XXX! I hope to be with you in about 30mins - let me know if thats not convenient - I'll keep trying to call you! (I was in the garden!)

At 11.10am - 2nd msg from Tesco driver - "I'm still late but I'll try you again in a few minutes" (I'm still in the garden)

At 11.20am - I speak to Tesco driver who apologises for being late - wants to know if still convenient to deliver groceries - "of course" I say - "otherwise hubby is going hungry tonight!"

At 11.49am - Tesco delivers! Driver suggests that I need to make a 'phone call - why? To claim my delivery charge back!

At 12Noon - Driver has left - I'm on the phone to Jane @ Tesco Customer Service, who apologises for my inconvenience and immediately refunds my £3.99 delivery charge - and sends me an eMail to confirm it has been done!
:T

I know, HUGE corporation can afford £3.99 (and it was only £3.99 but "Every Little Helps!") - but, the way the issue was dealt with both by the Driver and Jane left me believing that there are still people out there, who work for these corporations, who remember that customer service counts - not gimmicks!

blackcateddie

I ordered some wine for delivery last week and despite them emailing me a reminder I still managed to forget that it was due so got back just after the 11.00am deadline. The driver and posted me a note saying please call to rearrange delivery with his mobile and he came back less than 5minutes later.
He kept apologising for missing me and was lovely.

I rang the hotline to say thank you so they could make a note that he was so helpful!

plane_boy2000

I have had mixed experiences with them. Fist time I used them in ages the van broe down and they called me after the delivery slot to apologise. These things happen, but they then told me the next available slot was 2 days away...........hmmmm not best pleased, but to be fair the store manager did say she would put a couple of bottles of wine in the shopping to make up for it. Happy again. Partner pregnant so told he not to bother as she wasnt drinking (me now sad) groceries delivered in new slot and a nice note in the bag from the store manager thanking us for being understanding attached to one of those massive tins of roses chocolates. Nice touch, and had obviously listened to my partners comment about not drinking. All happy until I noticed on the bill that because they had delivered on a different day they had charged me 5.99 for deliver instead of the 3.99 slot I had picked and they had missed (to be honest I expected free delivery for being 2 days late) Phones CS and complained and they would only refund half the charge as they said they had still delivered even if it was 2 days late!!!

amani_2

I have had my groceries, delivered from tesco for 2 1/2 years now. It is a god send as i have 2 children 1yr & 2yr old. Their drivers are always very polite and helpful and ive never had a late delivery. when i have had to phone customer services they have always been very good and refunded my money no problem. as for the people who pick the goods i would give them 8 out of 10.

I also use them for books and elecrical goods. There is also the added benefit of the clubcard vouchers, which I use for days out.

dawney101

i ordered 2 items with tescos direct and only 1 item arrived. i promptly rang them up and they immediately apologised and would refund me the delivery charge. delivery was free anyway so they refunded me £4.85 back to my debit card which on checking was in my bank. they sent an e-mail confirming the refund and my remaining item was delivered the next morning.....result :T