Tesco groceries online shopping not delivered

anrgy.customer

I would like to tell the community the very poor experience I had with Tesco Online Groceries shopping.

On the 12th of October I was expecting my usual weekly delivery (order nr 278285945) in the 10-11 pm slot, which never arrived. I thought the driver was late and didnt want to disturb at a later time. The day after I called the customer service to inform them of the missed delivery, happy to accept their apologies and reschedule the delivery, but... they told me they will investigate the issue and call me back. Which never happened...

I continued to chase them to finally being told that, unlike as I was saying, the shopping was successfully delivered on time and the money was taken from my bank account.

I insisted that the order was never delivered, but they reply "the driver said he delivered the order at the right address on time" so "nothing we can do".

I tried to ask the neighbours, all very decent people, if any had received any Tesco groceries delivery on that day, just in case, but they all denied.

I tried to get back to the customer service and they promised to get back to me after investigating the issue. Guess what? After a week I am still waiting to hear from them.

I am now trying to get the money back by disowning the transaction through the bank and get in touch with Trading Standards. As you would do with a dodgy seller.

Never again with Tesco!!

Laura_Scotland

Did someone sign for it? I was once out and missed a parcel which was left with someone 2 floors down, but the delivery person put the wrong flat number on the card that they put through our letterbox. After several phone calls to the company, they checked the signature and then I recognised the name as being on one of the doors downstairs. Hope you get it all sorted out.

anrgy.customer

They say they have a signature, but also that they don't check them. So it can be anyone's. So, what's the point?

Quite annoying that, despite online shopping with them regularly for over a year, they treated me as a scumbug.

katipip

Is there an address near by similar to yours??

Eg 17 Neat Street as opposed to 17 Beat Street??

I'm amazed at the poor standard of customer service from Tesco - keep us updated.

no1catman

Tesco don't have a presence on this site, but they do have a Social Media Team on Facebook - might be who giving that a try - Re: difference of opinion on delivery - you are seeking PoD ( Proof of Delivery), and confirmation of the delivery address - perhaps take a photo of your front - where it should have gone!


Good luck

Gigervamp

katipip wrote: »

Is there an address near by similar to yours??

Eg 17 Neat Street as opposed to 17 Beat Street??

I'm amazed at the poor standard of customer service from Tesco - keep us updated.

My mum sometimes gets stuff delivered to her at number 28, when it should go to 20A. Easy to get misheard over the phone.

bod1467

We get this sometimes ... there are two streets on our little estate; XX Gate and XX Court. Both have the same sequence of house numbers (up to about 11 - XX Gate goes up to 40 something).

I live at Court. We sometimes get things for Gate, and they sometimes get things for us.

Ironically, the Gate and Court street signs are on lampposts directly outside our respective houses. So there's really no excuse for items that are correctly addressed.

anrgy.customer

That wasn't the case this time. Only one unequivocal street name. I live in a flat in a building with an entry system. If they did a mistake, then they did it twice: at the front door *and* at the flat door.

Said that, I would have been more than happy to accept the apologies, everyone makes mistake. Nothing like that, unfortunately.

That's the problem.

pelirocco

I would assume their vehicles are fitted with tracking devices , if so it's easy enough for them to see where the vehicle was parked

WannaBLoaded

I live in a flat and a couple of times out of a million deliveries the driver has been knocking on the house and not the flat. They're on the same road.

If you really have not had your goods you should be going livid with them.

JReacher1

anrgy.customer wrote: »

They say they have a signature, but also that they don't check them. So it can be anyone's. So, what's the point?

Quite annoying that, despite online shopping with them regularly for over a year, they treated me as a scumbug.

Yes I'm not sure what the point of the signature is. I was round a friends last week and they had a tesco delivery. The driver asked her two year old son to write on the electronic signature pad to confirm receipt which obviously the kid enjoyed doing. I wouldn't however like to use that as evidence of a successful delivery.