Tesco Click and Collect - Making a complaint - Advice needed!

unholyangel

Happy_bunny wrote: »

Thanks for al the replies - To clarify I booked within a 2 hour slot when ordering/paying and added the 'Will arrive at 12' note as I thought this might be helpful to the staff!

TBH I'd love to know if I can make an official complaint and to whom? Just a general one to customer service? Would that do?

I'd try contacting them (in writing/email) both via the link provided by arginall above and also on a social media account of theirs.

You could perhaps ask them what their complaints procedure is.

no1catman

Happy_bunny wrote: »

Called Tesco call centre who apologised and told me they can get the order cancelled 'by midnight as you will not have collected it' and that my bank would be refunded - this 'can take up to seven days, usually within 5'!
:

They've done the right thing - apologised, arranged the refund - usually 3 - 5 days (but they are working days), hence the caution of seven days. Better to be forearmed with that possibility than expect it in three (even though that might happen).
However, what would have been nice would be a 'gesture of goodwill' (GOGW).
So, call them again - Grocery Home Shopping - quote the order ref if you can, and then say that you would like to speak to someone about an escalation. For example in view of the circumstances you would appreciate something more than bare minimum!

Good-luck.

CoolHotCold

As far as consumer rights go, I'm not too sure a contract has been formed, so no consumer rights have been broken.


I would argue that click and collect is essentially like buying something online, until goods have passed from the retailer onto the courier (or you in this case) i would argue that only the offer part of the transaction has been completed.


As such you are reliant upon goodwill if you wish to get monetary compensation.

Tesco however usually offer vouchers in the case of a failure on their behalf, so you should be taken care of that way.



Not going to help the OP, but just to clarify on what/any consumer rights were broken (and in this case, probably not, and so moved to wrong board)

unholyangel

CoolHotCold wrote: »

As far as consumer rights go, I'm not too sure a contract has been formed, so no consumer rights have been broken.


I would argue that click and collect is essentially like buying something online, until goods have passed from the retailer onto the courier (or you in this case) i would argue that only the offer part of the transaction has been completed.


As such you are reliant upon goodwill if you wish to get monetary compensation.

Tesco however usually offer vouchers in the case of a failure on their behalf, so you should be taken care of that way.



Not going to help the OP, but just to clarify on what/any consumer rights were broken (and in this case, probably not, and so moved to wrong board)

You're confusing the passing of risk with acceptance/contract formation I think.

A contract doesn't require goods to have passed into the consumers possession in order to exist. You can even have a contract when the retailer isn't yet in possession of the goods/the goods haven't been made.

CoolHotCold

unholyangel wrote: »

You're confusing the passing of risk with acceptance/contract formation I think.

A contract doesn't require goods to have passed into the consumers possession in order to exist. You can even have a contract when the retailer isn't yet in possession of the goods/the goods haven't been made.

Yes, but in this case, Governs acceptance

Your order is an offer to buy from us. A contract is only formed when we notify you that we have despatched your order or notify you that your order is available to collect at the store (as applicable). At any point up until then, we may decline to supply the goods to you.

So I guess it would be for home delivery when they have been loaded onto the van and the van has left Tesco property, or for click and collect groceries, when the items have been handed to the consumer.

(I guess the click and collect notification would be for Tesco Direct orders, and when the store has received the item from Tesco warehouse ready for collection)