Odd Tesco Direct Delivery Issue

Gregory_Hall

Hello, I was wondering if some kind people on this forum could shed some light on my current situation.



I made an order with Tesco Direct for 6 large furniture items last Sunday. The range was fantastic as were the prices so I went to order them all together, selected delivery options, no issues.



I put in a new delivery address and billing address for what I believed to be the entire order. Unfortunately this turned out to be untrue. All of the items not supplied by Tesco themselves and instead by 'Tesco Partners' (i.e. 5 separate companies) were instead marked to arrive at an old 'default' address which I'd last used for grocery shopping years ago.


It took me a couple of days to notice this as it never occurred to me that items from the same order would ever be sent multiple addresses and by this point the majority of items had already been dispatched. My phone was constantly buzzing with updates about my packages being delivered or being unable to deliver and couriers asking where I was.



I was then left with the horrendous task of contacting each of the 5 sellers and trying to contact the remaining couriers. I managed to get through on the phone to two of the sellers but had to settle for sending an email to the rest. Amazingly by this point a couple of items have already been 'delivered' and 'left with neighbors', which neighbors though is impossible to tell as I don't have access to the old address' postbox.


I'm currently trying to solve the issue with Tesco customer service but I'd like to know if I have a chance of getting a refund despite some items having been delivered. Unfortunately I don't have any evidence to prove that it was an error on Tesco's website but I honestly believe I chose the correct address for all items and that the error was purely with them.



I have no idea how to even begin to approach this issue and would love some advice.



Thank you.

powerful_Rogue

Gregory_Hall wrote: »

Hello, I was wondering if some kind people on this forum could shed some light on my current situation.

I made an order with Tesco Direct for 6 large furniture items last Sunday. The range was fantastic as were the prices so I went to order them all together, selected delivery options, no issues.

I put in a new delivery address and billing address for what I believed to be the entire order. Unfortunately this turned out to be untrue. All of the items not supplied by Tesco themselves and instead by 'Tesco Partners' (i.e. 5 separate companies) were instead marked to arrive at an old 'default' address which I'd last used for grocery shopping years ago.

It took me a couple of days to notice this as it never occurred to me that items from the same order would ever be sent multiple addresses and by this point the majority of items had already been dispatched. My phone was constantly buzzing with updates about my packages being delivered or being unable to deliver and couriers asking where I was.


I was then left with the horrendous task of contacting each of the 5 sellers and trying to contact the remaining couriers. I managed to get through on the phone to two of the sellers but had to settle for sending an email to the rest. Amazingly by this point a couple of items have already been 'delivered' and 'left with neighbors', which neighbors though is impossible to tell as I don't have access to the old address' postbox.

I'm currently trying to solve the issue with Tesco customer service but I'd like to know if I have a chance of getting a refund despite some items having been delivered. Unfortunately I don't have any evidence to prove that it was an error on Tesco's website but I honestly believe I chose the correct address for all items and that the error was purely with them.

I have no idea how to even begin to approach this issue and would love some advice.

Thank you.

The answer to your question is in bold.

You "believe" you put the new address, Tesco will say you submitted your old address and that is where they sent deliveries.

Clearly Tesco will not refund the entire order until they get all the items back.

Can you not visit the old address?

What does your confirmation email state?

Gregory_Hall

Hi Rogue,


The confirmation email unfortunately reflects the order details. It states my correct address for one item (from Tesco) and the incorrect old address for the rest. Its also frustrating as the item directly from Tesco is first on the list.



I'll try to visit the old address this weekend and at least put a letter through with my contact details.



I feel particularly frustrated that such large, expensive items would be just left with neighbors. They're taking items for a person who doesn't live there and as such short of knocking on every door in the street or getting lucky with the old address (I suspect it isn't even occupied) I won't be able to return or collect these items.



Regardless thanks for your advice.