Tesco.com Phoned To Say Wine To Heavy And Can't Deliver Today Or Tomorrow!!

adrian2000

Morning all,

I was at work yesterday and received a call from Tesco.com to say that they would not be able to deliver my wine order as the delivery vehicle would be overweight and they would re-deliver it tomorrow.

I found this hard to believe, but said ok that would be fine. I asked if they could refund the delivery charge and the lady said yes no problem. I asked if she could phone me in the morning to let me know approximate time that it would be delivered, so I did not have to wait in all day. She asked what time I wanted to be called and I said after 7am would be fine.

Received a call this morning at 7:18 and expecting them to give me the delivery time, but advised again that they can not get a delivery driver to deliver it as all of the vans would be overweight.

I said that this is not acceptable and wanted my order delivered today. They said I am sorry but we can not deliver today. I asked to speak to the manager, but same story from him.

Yesterday I received a letter from Ocado stating that if I place an order with them and they were one second late then they would refund £50 of the value of your order or if they cross off two or more of your items and not offer a substitute they will also refund £50 off your order. I mentioned this to the Tesco manager and his reply was well were not Ocado!!

The manger stated that they do not see the next days work until 10:30 in the evening and may be able to deliver it tomorrow, but won't know until tonight if that is possible. I asked him to take someone else's order of the van and deliver mine and delay there’s but he said he could not do that. I then said so you can not tell me hand on heart that you will be able to deliver my order by a week on Wednesday and he replied no!!

What kind of business treats their customers like this? I offered to go and collect if the paid my petrol, but said they could not do this.

I would not mind if I was in the middle of no where, but am 3 minutes off the M1 in Leicestershire, or if I had ordered 1/2 a ton of wine but only ordered the items below.

Am I expecting to much to expect to have my wine order delivered two days late? Would it not be reasonable to ask them to delay someone else's order and deliver mine?

I find their attitude totally unacceptable and feel like writing to the CEO. Does any one know where I can find the email address?

Thanks

Adrian
Order Summary

Order number: XXXXXXXXX
Status: Dispatched by on Monday 25 June 2007 (What does this status mean?)
Dispatch To: XXXXXXXXXXXXX
More about this order

• Review full order details for order XXXXXXX placed Sunday 17 June 2007 XXXXXXXXX

Products ordered:

• 2 x Banrock Colombard Chardonnay 25c, Case Size: 12 x 25 CL bottles (Item dispatched on Monday 25 June 2007)
• 1 x Blue Nun 750ml, Case Size: 6 x 750 ML bottles (Item dispatched on Monday 25 June 2007)
• 1 x J P Chenet Merlot 25cl, Case Size: 6 x 25 CL bottles (Item dispatched on Monday 25 June 2007)

viktory

Usual crap service from Tesco. If it were me, I would stop arguing, cancel the order and go to Ocado.

Dave_Brooker

adrian2000 wrote: »

Am I expecting to much to expect to have my wine order delivered two days late? Would it not be reasonable to ask them to delay someone else's order and deliver mine?

Does a few days really matter?

At least they've kept you informed of the delays.

adrian2000 wrote: »

I find their attitude totally unacceptable and feel like writing to the CEO.

What would be the point.

If you are that fed up why not just shop elsewhere?

ckerrd

What a pathetic excuse they have come up with.

The only thing you can really do is stop shopping with them, and let them know why.

Quackers

I know its not perfect but cant they split the wine delivery & deliver a bit over a couple of days so it does actually get to you?

I'd be annoyed as well.



Does a few days really matter?

At least they've kept you informed of the delays.

What if it was needed for a special occasion/celebration? If it was a heavy food order would they have delayed delivery in the same way?

It is good that they've kept OP informed of the delays but I'd be pretty fed up if they keep delaying. Its poor customer service when you have ordered something to be delivered on a set day and they keep changing it.

I agree that the OP shouldn't shop with them again.

adrian2000

Dave, It is not the fact that it is just two days late. They can not say it will be delivered tomorrow or the day after or when it will be. You are talking 4 boxs of wine here!!

So if you shopped online with an onlie retailer you would find it acceptable that the delayed your order for say 2 days and then delayed it again for another 2 days?

When you book your order placed on the 17th of June (11days ago) you select your delivery slot and give them your post code and pay for the
Privilege to have it delivered. If you want it when lots of others want it you pay a higher charge and visa versa if you want it at not such a popular time you pay less.

When you do your shopping you do not state what items you are buying just book your slot and then do your shopping. Maybe it should be the other way round, so you do your shopping first and then book your slot and then the system calculates how much space your order need on the vehicle!!

I have emailed the CEO now and wait for his responce.

Adrian

andyrules

adrian, don't bother reply to Dave - he lives on the Vent board and always posts contentious or negative replies. Look at his post count in a short space of time.
Some people say he's a troll.

I would be annoyed too, they are in the business of delivering goods, and seem to be finding that enormously difficult.

Butlers1982

Sir Terry Leahy is Tesco CEO and repsonds directly to all emails.
I have spoken to him and he is a wonderful to deal with,

I have pm'd you his email address

Dave_Brooker

adrian2000 wrote: »

Dave, It is not the fact that it is just two days late. They can not say it will be delivered tomorrow or the day after or when it will be. You are talking 4 boxs of wine here!!

So if you shopped online with an onlie retailer you would find it acceptable that the delayed your order for say 2 days and then delayed it again for another 2 days?

I can see why you're not happy, a few days delay would not bother me, but if it bothers you why not vote with your feet and order the wine from somewhere else?

gregg1

adrian2000 wrote: »

Morning all,

I was at work yesterday and received a call from Tesco.com to say that they would not be able to deliver my wine order as the delivery vehicle would be overweight and they would re-deliver it tomorrow.

I found this hard to believe, but said ok that would be fine. I asked if they could refund the delivery charge and the lady said yes no problem. I asked if she could phone me in the morning to let me know approximate time that it would be delivered, so I did not have to wait in all day. She asked what time I wanted to be called and I said after 7am would be fine.

Received a call this morning at 7:18 and expecting them to give me the delivery time, but advised again that they can not get a delivery driver to deliver it as all of the vans would be overweight.

I said that this is not acceptable and wanted my order delivered today. They said I am sorry but we can not deliver today. I asked to speak to the manager, but same story from him.

Yesterday I received a letter from Ocado stating that if I place an order with them and they were one second late then they would refund £50 of the value of your order or if they cross off two or more of your items and not offer a substitute they will also refund £50 off your order. I mentioned this to the Tesco manager and his reply was well were not Ocado!!

The manger stated that they do not see the next days work until 10:30 in the evening and may be able to deliver it tomorrow, but won't know until tonight if that is possible. I asked him to take someone else's order of the van and deliver mine and delay there’s but he said he could not do that. I then said so you can not tell me hand on heart that you will be able to deliver my order by a week on Wednesday and he replied no!!

What kind of business treats their customers like this? I offered to go and collect if the paid my petrol, but said they could not do this.

I would not mind if I was in the middle of no where, but am 3 minutes off the M1 in Leicestershire, or if I had ordered 1/2 a ton of wine but only ordered the items below.

Am I expecting to much to expect to have my wine order delivered two days late? Would it not be reasonable to ask them to delay someone else's order and deliver mine?

I find their attitude totally unacceptable and feel like writing to the CEO. Does any one know where I can find the email address?

Thanks

Adrian
Order Summary

Order number: XXXXXXXXX
Status: Dispatched by on Monday 25 June 2007 (What does this status mean?)
Dispatch To: XXXXXXXXXXXXX
More about this order

• Review full order details for order XXXXXXX placed Sunday 17 June 2007 XXXXXXXXX

Products ordered:

• 2 x Banrock Colombard Chardonnay 25c, Case Size: 12 x 25 CL bottles (Item dispatched on Monday 25 June 2007)
• 1 x Blue Nun 750ml, Case Size: 6 x 750 ML bottles (Item dispatched on Monday 25 June 2007)
• 1 x J P Chenet Merlot 25cl, Case Size: 6 x 25 CL bottles (Item dispatched on Monday 25 June 2007)

I have been using ocado for quite a while now and have to say their service has also deteriorated of late. They have been late on a number of occasions and have never ever refuded us £50 of our order. Nor have they ever done this when items have been missing so am surprised they are offering this in a letter. Have also had loads of items damaged on arrival.

I have always sung their praises before but I think these delivery services are now getting so popular that they can't keep up the standards. Its a real shame as it is so convenient.

Broke_Student

gregg1 wrote: »

I have been using ocado for quite a while now and have to say their service has also deteriorated of late. They have been late on a number of occasions and have never ever refuded us £50 of our order. Nor have they ever done this when items have been missing so am surprised they are offering this in a letter. Have also had loads of items damaged on arrival.

I have always sung their praises before but I think these delivery services are now getting so popular that they can't keep up the standards. Its a real shame as it is so convenient.

How exaclty do they decline to give you the £50 when the advertise it?
"As you are late, can I have my £50 refund as advertised?"
"No. F'off"
?