Home grocery NONE delivery

kevanf1

Do I have any sort of 'comeback' rights on this one please? Last week my wife and I placed a grocery shop order with one of our local supermarkets (not naming at this point). We have been using this particular supermarket for online grocery shopping for well over a year but have been let down badly in the past. This order was placed on Tuesday for a Thursday delivery mindful of the impending bad weather. Thursday came and went and we did indeed have that bad weather though significantly it was not too bad round by us. Sadly our shopping did not arrive. We had no notification of them not being able to deliver despite them having two different phone numbers and an e-mail address. Our delivery was supposed to be between 7pm and 8pm. I accept that the roads were not good due to ice and snow and would not expect anybody to risk life and limb to bring m shopping. What I am angry about is the lack of communication to inform me of what was going on. Just to add to this a friend of ours only a few doors up the road had their groceries delivered by this supermarket the very next morning.

It has taken nearly a week to get a refund on the order because for days it was stating that the order had been delivered. All we have had in the way of communication is an e-mail to tell us our order has been cancelled and that only came today, the following Wednesday.

Do we have any redress? I have already cancelled our rolling monthly pass and will not be getting home shopping from this supermarket again.

I should add that I am practically housebound and unable to drive anymore. My wife cannot drive due to dodgy eyesight. We were very low on both basic food items and major stuff which is why the order was submitted 3 days previously. My wife ended up having to walk about 2 miles to struggle back home with bread and milk. This has left her in great pain as she does suffer from arthritis and permanent back pain.

BorisThomson

Could your neighbour not help you out with some essentials?

The only comeback you have is a goodwill gesture if the retailer feels inclined to do so.

Diamandis

They probably didn't have enough staff to contact you at the time. Was it Tesco? They had to shut their whole customer service centre as it's based in Dundee.

What do you want to happen?

Blackbeard_of_Perranporth

kevanf1 wrote: »

Do I have any sort of 'comeback' rights on this one please? Last week my wife and I placed a grocery shop order with one of our local supermarkets (not naming at this point). We have been using this particular supermarket for online grocery shopping for well over a year but have been let down badly in the past. This order was placed on Tuesday for a Thursday delivery mindful of the impending bad weather. Thursday came and went and we did indeed have that bad weather though significantly it was not too bad round by us. Sadly our shopping did not arrive. We had no notification of them not being able to deliver despite them having two different phone numbers and an e-mail address. Our delivery was supposed to be between 7pm and 8pm. I accept that the roads were not good due to ice and snow and would not expect anybody to risk life and limb to bring m shopping. What I am angry about is the lack of communication to inform me of what was going on. Just to add to this a friend of ours only a few doors up the road had their groceries delivered by this supermarket the very next morning.

It has taken nearly a week to get a refund on the order because for days it was stating that the order had been delivered. All we have had in the way of communication is an e-mail to tell us our order has been cancelled and that only came today, the following Wednesday.

Do we have any redress? I have already cancelled our rolling monthly pass and will not be getting home shopping from this supermarket again.

I should add that I am practically housebound and unable to drive anymore. My wife cannot drive due to dodgy eyesight. We were very low on both basic food items and major stuff which is why the order was submitted 3 days previously. My wife ended up having to walk about 2 miles to struggle back home with bread and milk. This has left her in great pain as she does suffer from arthritis and permanent back pain.

I have made it smaller so people can read. Your question is do you have any redress. Yes. Though this is covered by Force Majeure.

CardinalWolsey

If you are mainly dependent upon home delivery for grocery shopping, keep an eye open for category red weather forecasts for your area, and order further in advance for an earlier delivery. The severity of the impending weather was clearly publicised well in advance. Also consider maintaining a pantry of long life essentials, e.g. tinned goods, part-baked bread, long life milk, that will see you through 3 - 5 days should non-delivery happen again for some reason.

marliepanda

CardinalWolsey wrote: »

If you are mainly dependent upon home delivery for grocery shopping, keep an eye open for category red weather forecasts for your area, and order further in advance for an earlier delivery. The severity of the impending weather was clearly publicised well in advance. Also consider maintaining a pantry of long life essentials, e.g. tinned goods, part-baked bread, long life milk, that will see you through 3 - 5 days should non-delivery happen again for some reason.

I do agree, you need to take some personal responsibility. On Tuesday the weather was known and getting bad, and everywhere it was reported that Thursday was going to be the worst day, yet you ordered during the middle of all those amber warnings.

I am not trying to pass the buck, as the refund issue seems to be poorly handled but you are now refunded.

Unfortunately it is not your supermarkets responsibility to keep your food cupboards stocked nor the fact it was so low your wife had to struggle out for food. The things stated above should be kept if you consider ‘bread and milk’ essential, I assume you had water to drink, keeping a few tins of beans and something in the freezer is pretty easy. I’m very unorganised and we had chips and beans for tea a few nights during the snow

glentoran99

what do you expect Tesco to do? Ie what Redress are you seeking?

Februarycat

Mine got cancelled Thursday too, that was with Sainsbury's, but I did get a text and e mail through to tell me and got it re-delivered on the Sunday. Sometimes they do offer a goodwill gesture of a voucher for a cancellation, I have in the past had one, I would ring them up and see what they say.

reason2

not sure i would consider bread and milk essential items..

kevanf1

Ok, yes we did order on the Tuesday. This was due to s knowing bad weather was coming. We could not get a deliver slot earlier than the Thursday which did greatly concern us as yes, again, we realised this was going to be at the height of the bad weather. What do we do though? We are at the mercy of the store in those circumstances. As for having a stock of food in. Again, yes we do this. We have usually enough for about 3 or 4 days at least. We couldn't get a delivery from anybody else until the next Tuesday though. This was 7 days. If we had a notification that the delivery was not going to happen earlier on the Thursday (the weather did not get bad until late Thursday evening for us) my wife could have gone out to local shops and got at least essentials to hopefully see us through. By the time the delivery slot had come and gone all the local shops had closed. Please remember neither of us can drive so we couldn't get to one of the supermarkets. It would have been nice for a neighbour to help but by the time we realised we were not going to get our order there were weather warnings out telling people not to drive.

What do we want out of this? Well a simple apology for not abiding by their own statement that they will let customers know if they are cancelling an order. Maybe a policy of getting to those customers at the earliest opportunity might be good too. Instead of rescheduling for another 3 or 4 days time?

It wasn't Tesco by the way but we are now using Tesco as we have never had a problem with them in the past nd they delivered an order promptly this Tuesday thankfully.

Sorry about the massive type in the original post I don't now what happened there.

mije1983

kevanf1 wrote: »

What do we want out of this? Well a simple apology for not abiding by their own statement that they will let customers know if they are cancelling an order. Maybe a policy of getting to those customers at the earliest opportunity might be good too. Instead of rescheduling for another 3 or 4 days time?

You can't force them to apologise. If you are unhappy then you have done the right thing to change supermarkets.

Also, it's quite possible that 3 or 4 days was the earliest opportunity to re-deliver. They would have already had customers book slots for the following days, and then they would have to fit the cancelled deliveries in around them. Of course, if you have attempted a test order and were able to book a brand new slot earlier than 3 days, then that's a different matter.

What I would say is that if it is 2 miles to the nearest shop to get bread and milk, you are housebound and your wife struggles to get around, then maybe it's an idea to freeze a loaf and buy some UHT milk in case of bad weather in the future. The snow had been predicted for about 2 weeks beforehand so being so restricted in your movements you may need to plan further ahead in future.