LATE DELIVERY

Tania_2

My Tesco delivery was booked 1-3 pm yesterday. Arrived at nearly 1/2 3. I had to phone them up to find out if were delivering at all. (They were meant to let me know if running late. Took 5 mins to get thru then kept holding for few mins and told the driver was running about hour late.
Had to cancel my Dr appointment and get someone else to pick up child from school. Sent them 1st email complaint. The idea of ordering online is convenience?
I was not happy chappy. Then the guy turns up and practically throws the stuff into my hall, couldn't find the substitutes, I tried to find quickly, then had to go out to pick up other child from school.
Came back, started to put stuff away then realised stuff was missing. Out of £75 paid shop, £12 of stuff missing, overcharged by £3 on items, items damaged £5 ish.
This is over 25% of the stuff.
Sent another 2 emails. 1 with list of items missing and then ran out of space. Other sounding off as felt ill and totally p*ssed off with whole experience.
Then remembered would probably just get a "thanks for contacting us, we'll get back to you when we can".
So went for the phoning up bit again. Told they would credit stuff missing, and credit overcharged items and credit damaged items and apologised. Duuhhh. Is that it? You are having a laugh.
I was near in tears, really had enough. Told them also had a email from Sainsburys who have new rule of hour long delivery slots and if not delivered in that time they will give £10 voucher (for being !!!!!!). They totally missed the point and thought was trying it on.
Never got an email back today to apologise or a phone call or a confirmation that my credit card was being credited by x amount. So again phoned today. Again, took 5 mins to get through, was told they couldn't credit my account as there was a problem and then put on hold till they talked to the technical department.
Told him I have a Tesco Credit Card. Family spends over £1k a month, around £600-700 of this is spent in Tescos(shopping and petrol). He is ringing me back tomorrow.

At the end of the day I am truly amazed that there is a lack of service, delivery and customer service and just an apology is total sh1te.

If i was overcharged in the shop - you'd get the the whole item refunded - if on tesco.com you just get the overcharge put back on your card - and for the convenience of having to ring them and be charged for the call.

On that note I'm off to bed. Any suggestions before they ring back(if they do) tomorrow.

And yes, I still do feel sh1te. And can't get another Dr apptmt till next Thursday.
PS there is no smiley face in a straight jacket screaming, crying and tearing their hair out.

sce37

I always suggest starting at the top. Write a letter to the Chief Executive outlining the nature of the complaint and the total lack of anything called customer service in dealing with it.

Oh yes and cc the letter to Which magazine or the newspapers making sure Tesco are aware that is what you are doing.

Usually find that these two actions kicks them into some effective customer service action. They hate bad publicity

electracy

Hi

Sainsburys have started giving 1 hour delivery slots as you say and the last time they delivered, they were late.

The good thing is they called me to apologise and let me know when they were coming, they were only about 15 mins late and I also got a £10 voucher off next shopping (without having to ask for it, I didn't know it existed).

Another time I got call to say some of the drivers had called in sick and they asked if I wanted to pick it up myself and get some money off (£20 I think) or if I wanted it in a taxi.

This goes to show that every supermarket delivery can have problems, but its how they deal with it that matters. If they know they are going to be late, why can't they let you know? I'm sure it costs less to contact you and give you some money off than you not using their service again. I'd be really P**sed if I was you, especially with having appointments and kids to pick up.

I also use Iceland, and they have never been late or had any problems with them (but theres a £40 minimum spend and free delivery)

I thought you might be able to use the above as examples on how other companies give good service when you complain to them. If you do write to the Chief Executive, mention you post here as well, and how many people are now aware of the bad service you had.

Good luck

K

Savvy_Sue

I just don't use Tesco any more. My first and only home delivery was late. The driver tried to phone me. Unfortunately the website asks for several phone numbers so I had given them all: daytime, home, mobile. But the only one the driver was given was the daytime. Which was work, and my delivery was on a Saturday, and I wasn't at work, I was at home, waiting for my shopping.

When he got an answerphone, he left a couple of messages but then took my shopping back to the store.

Of course you give the driver a little bit of leeway, but by the time I phoned and got a sensible answer, it was too late to have the shopping delivered on Saturday. And they couldn't deliver first thing on Sunday.

Never thought to demand that they deliver it by taxi. And the only refund I got was the delivery charge. I do hope you do better than that (and that you feel better soon.)

Tania_2

Spent near 2 weeks sorting out re. original post. Then stupidly ordered again, and guess what, yes .. they were late again. This time selected delivery at 7-9 pm. Thought would be more reliable - not interfering with kids school runs, or rush-hour traffic etc.

My delivery arrived at 5 to 11 pm. I was half asleep but the very nice delivery driver kindly offered to refund the delivery charge. If I had the energy, I'd have kicked his !!!!!!.

I've had it with these bunch of losers but still have the ongoing battle of trying to get money credited to account. Could take up to 2 weeks apparently - and that's if they've actioned the info given. (On previous experience found had to call several times and give over same info to get something done). And I used to love Tescos. Shame. >:(