Failed Tesco grocery delivery

pinball13

I had a 9-10 slot last night. I got a text at 9.10 to say my delivery was delayed, extending the slot to 11:32 (weirdly specific!).
I didn't really mind at the time, but 11:32 came and went so I thought I should give customer services a call - but they were closed.
I waited up a bit longer and tried to find other ways to get in touch, but the shopping never arrived.
The most frustrating thing is that they didn't phone to let me know. I phoned customer services at 7:30 this morning and I'm still waiting for a callback.
Does anyone know Tesco's policy for dealing with failed delivery?

tightwadess

I am not familiar with tesco non delivery policy but two and a half hours and no return call think I would be ringing them back again by now

pinball13

I'm going to phone them now - would have done earlier but I've got work to do!

carlyh69

That's not very good service, I would have been really annoyed waiting up until that time for something that never even turned up!

dlusman

MSE guide to late/failed deliveries and your rights :

http://www.moneysavingexpert.com/shopping/delivery-rights

pinball13

carlyh69 wrote: »

That's not very good service, I would have been really annoyed waiting up until that time for something that never even turned up!

I worked myself in to a pretty good rage last night. I'm trying to stay calm and get it sorted now. Just off the phone to cs - back to waiting for a callback from the store manager now.


I understand things go wrong, but so far they're not doing a very good job of putting things right.

pinball13

Finally got a call from the store manager. Rearranged delivery for this evening with £5 off. I think they were just going to refund the service charge, but that was only £1.
The driver had a flat tyre - doesn't explain why I didn't get a phone call though.
I probably could have argued for more, but I'm just glad it's sorted - that's assuming I actually get my shopping tonight!

alanq

pinball13 wrote: »

The driver had a flat tyre

There was I thinking that perhaps Tesco had taken lots of extra orders at the new cheaper delivery rates and had been unable to meet demand.

natalieho

Ive been having weekly ordered from Tescos for years, they never delivered my shopping yesterday. I was 100% promised (unless van broke down) it would come today guess what.... it never came.


Im really annoyed tbh as I have no idea what to eat tonight now. I have had to completely do a new order for tomorrow and if that does not come there will be harsh words, esp as the order for today they said would be here between 9-10 so I had to miss my daughters assembly for nothing.

carlyh69

Not a good start for tesco, I was going to give the a try next week with the £1 delivery slot, but think I'll stick to ocado as I can rely on them. (Tesco if your reading this, have you bit off more than you can chew ?)

alanq

Report of ASDA having similar "van problems".
https://forums.moneysavingexpert.com/discussion/4956257