Online shopping delivery slots during crisis

SuzieSue

Equaliser12345 said:

twoLou said:

loxley108 said:

Hope everyone is doing okay. Quick question - my anytime delivery saver expires in June.  As I cant use Clubcard vouchers any more to renew it I was going to change it to the cheaper mid week rate (or cancel it) - however, if i try and change it will they just cancel it as they are not taking any more 'new sign ups' or are they pausing the payments?  Thought i saw an email about pausing payments, but cant find it.  Apologies if this isn't the right forum to post it in.  Thanks and all the best

I found a copy of the email here it is below, if it was me I’d leave the delivery saver as it is as Tesco usually send a reminder when it needs to renew. Hope that helps.

Dear

We know that, during this incredibly challenging time, it’s been hard to find available home delivery and Click+Collect slots. We understand how frustrating this is; it’s mainly down to a huge increase in demand for online deliveries. Although we’ve added as many extra slots as we can, we’re holding them back for our most vulnerable customers – to try and make sure they have everything they need. We realise that the lack of availability is inconvenient – and that’s why we’re suspending all Delivery Saver subscription fees until we can offer the full service again. Plus we’re refunding half of the fee you paid for March to make up for the inconvenience. We’ll let you know when we can give you the Delivery Saver experience you are used to. You’ll still have access to the free home delivery and Click+Collect slots that would normally be covered by your Delivery Saver plan; you just won’t have to pay the subscription fee while we’re dealing with this high demand.  We’re still working hard to add even more free slots, but for the time being, we ask those who are able to safely come to stores to do so. Thanks for your patience and understanding.

Zoe Evans UK Customer Engagement Centre

I've paid upfront for a Delivery Saver plan.  Cannot get any delivery or C&C slots for the foreseeable future.  I can create a new account and there are numerous delivery and C&C options. Any else had this seemingly prejudiced approach?

Also, I've not had a refund in respect of my plan and it is due to expire on the same date (i.e. they haven't extended it).  Any thoughts?

There is something wrong with your account.  You need to ring them.  They are giving priority to vulnerable customers and then to delivery saver customers.  Delivery saver customers (like me) can see a week ahead of other people.  You should also have received a refund for part of your March delivery saver cost.  It looks like your account hasn't been set up properly especially if you can see slots on a new account!

Equaliser12345

SuzieSue said:

Equaliser12345 said:

twoLou said:

loxley108 said:

Hope everyone is doing okay. Quick question - my anytime delivery saver expires in June.  As I cant use Clubcard vouchers any more to renew it I was going to change it to the cheaper mid week rate (or cancel it) - however, if i try and change it will they just cancel it as they are not taking any more 'new sign ups' or are they pausing the payments?  Thought i saw an email about pausing payments, but cant find it.  Apologies if this isn't the right forum to post it in.  Thanks and all the best

I found a copy of the email here it is below, if it was me I’d leave the delivery saver as it is as Tesco usually send a reminder when it needs to renew. Hope that helps.

Dear

We know that, during this incredibly challenging time, it’s been hard to find available home delivery and Click+Collect slots. We understand how frustrating this is; it’s mainly down to a huge increase in demand for online deliveries. Although we’ve added as many extra slots as we can, we’re holding them back for our most vulnerable customers – to try and make sure they have everything they need. We realise that the lack of availability is inconvenient – and that’s why we’re suspending all Delivery Saver subscription fees until we can offer the full service again. Plus we’re refunding half of the fee you paid for March to make up for the inconvenience. We’ll let you know when we can give you the Delivery Saver experience you are used to. You’ll still have access to the free home delivery and Click+Collect slots that would normally be covered by your Delivery Saver plan; you just won’t have to pay the subscription fee while we’re dealing with this high demand.  We’re still working hard to add even more free slots, but for the time being, we ask those who are able to safely come to stores to do so. Thanks for your patience and understanding.

Zoe Evans UK Customer Engagement Centre

I've paid upfront for a Delivery Saver plan.  Cannot get any delivery or C&C slots for the foreseeable future.  I can create a new account and there are numerous delivery and C&C options. Any else had this seemingly prejudiced approach?

Also, I've not had a refund in respect of my plan and it is due to expire on the same date (i.e. they haven't extended it).  Any thoughts?

There is something wrong with your account.  You need to ring them.  They are giving priority to vulnerable customers and then to delivery saver customers.  Delivery saver customers (like me) can see a week ahead of other people.  You should also have received a refund for part of your March delivery saver cost.  It looks like your account hasn't been set up properly especially if you can see slots on a new account!

Thanks.  Just called them.  Apparently as we booked 'holding' click and collect slots (also for my (very) vulnerable parents), we've 'used' our quota for particular weeks so can't book anything else within 7 days of each one.  Nowhere does it state that on their website. 

SuzieSue

Equaliser12345 said:

SuzieSue said:

Equaliser12345 said:

twoLou said:

loxley108 said:

Hope everyone is doing okay. Quick question - my anytime delivery saver expires in June.  As I cant use Clubcard vouchers any more to renew it I was going to change it to the cheaper mid week rate (or cancel it) - however, if i try and change it will they just cancel it as they are not taking any more 'new sign ups' or are they pausing the payments?  Thought i saw an email about pausing payments, but cant find it.  Apologies if this isn't the right forum to post it in.  Thanks and all the best

I found a copy of the email here it is below, if it was me I’d leave the delivery saver as it is as Tesco usually send a reminder when it needs to renew. Hope that helps.

Dear

We know that, during this incredibly challenging time, it’s been hard to find available home delivery and Click+Collect slots. We understand how frustrating this is; it’s mainly down to a huge increase in demand for online deliveries. Although we’ve added as many extra slots as we can, we’re holding them back for our most vulnerable customers – to try and make sure they have everything they need. We realise that the lack of availability is inconvenient – and that’s why we’re suspending all Delivery Saver subscription fees until we can offer the full service again. Plus we’re refunding half of the fee you paid for March to make up for the inconvenience. We’ll let you know when we can give you the Delivery Saver experience you are used to. You’ll still have access to the free home delivery and Click+Collect slots that would normally be covered by your Delivery Saver plan; you just won’t have to pay the subscription fee while we’re dealing with this high demand.  We’re still working hard to add even more free slots, but for the time being, we ask those who are able to safely come to stores to do so. Thanks for your patience and understanding.

Zoe Evans UK Customer Engagement Centre

I've paid upfront for a Delivery Saver plan.  Cannot get any delivery or C&C slots for the foreseeable future.  I can create a new account and there are numerous delivery and C&C options. Any else had this seemingly prejudiced approach?

Also, I've not had a refund in respect of my plan and it is due to expire on the same date (i.e. they haven't extended it).  Any thoughts?

There is something wrong with your account.  You need to ring them.  They are giving priority to vulnerable customers and then to delivery saver customers.  Delivery saver customers (like me) can see a week ahead of other people.  You should also have received a refund for part of your March delivery saver cost.  It looks like your account hasn't been set up properly especially if you can see slots on a new account!

Thanks.  Just called them.  Apparently as we booked 'holding' click and collect slots (also for my (very) vulnerable parents), we've 'used' our quota for particular weeks so can't book anything else within 7 days of each one.  Nowhere does it state that on their website. 

Yes, they decided to change the rules without telling anyone!  You can only book one delivery or c&c slot per 7 day period per account now.  Can't your parents set up a new account and get holding c&c slots or won't they do that for new customers?  You could then use your account for deliveries.  I am not too sure what you mean by holding slots?  Are these for vulnerable customers on the government list?

Equaliser12345

SuzieSue said:

Equaliser12345 said:

SuzieSue said:

Equaliser12345 said:

twoLou said:

loxley108 said:

Hope everyone is doing okay. Quick question - my anytime delivery saver expires in June.  As I cant use Clubcard vouchers any more to renew it I was going to change it to the cheaper mid week rate (or cancel it) - however, if i try and change it will they just cancel it as they are not taking any more 'new sign ups' or are they pausing the payments?  Thought i saw an email about pausing payments, but cant find it.  Apologies if this isn't the right forum to post it in.  Thanks and all the best

I found a copy of the email here it is below, if it was me I’d leave the delivery saver as it is as Tesco usually send a reminder when it needs to renew. Hope that helps.

Dear

We know that, during this incredibly challenging time, it’s been hard to find available home delivery and Click+Collect slots. We understand how frustrating this is; it’s mainly down to a huge increase in demand for online deliveries. Although we’ve added as many extra slots as we can, we’re holding them back for our most vulnerable customers – to try and make sure they have everything they need. We realise that the lack of availability is inconvenient – and that’s why we’re suspending all Delivery Saver subscription fees until we can offer the full service again. Plus we’re refunding half of the fee you paid for March to make up for the inconvenience. We’ll let you know when we can give you the Delivery Saver experience you are used to. You’ll still have access to the free home delivery and Click+Collect slots that would normally be covered by your Delivery Saver plan; you just won’t have to pay the subscription fee while we’re dealing with this high demand.  We’re still working hard to add even more free slots, but for the time being, we ask those who are able to safely come to stores to do so. Thanks for your patience and understanding.

Zoe Evans UK Customer Engagement Centre

I've paid upfront for a Delivery Saver plan.  Cannot get any delivery or C&C slots for the foreseeable future.  I can create a new account and there are numerous delivery and C&C options. Any else had this seemingly prejudiced approach?

Also, I've not had a refund in respect of my plan and it is due to expire on the same date (i.e. they haven't extended it).  Any thoughts?

There is something wrong with your account.  You need to ring them.  They are giving priority to vulnerable customers and then to delivery saver customers.  Delivery saver customers (like me) can see a week ahead of other people.  You should also have received a refund for part of your March delivery saver cost.  It looks like your account hasn't been set up properly especially if you can see slots on a new account!

Thanks.  Just called them.  Apparently as we booked 'holding' click and collect slots (also for my (very) vulnerable parents), we've 'used' our quota for particular weeks so can't book anything else within 7 days of each one.  Nowhere does it state that on their website. 

Yes, they decided to change the rules without telling anyone!  You can only book one delivery or c&c slot per 7 day period per account now.  Can't your parents set up a new account and get holding c&c slots or won't they do that for new customers?  You could then use your account for deliveries.  I am not too sure what you mean by holding slots?  Are these for vulnerable customers on the government list?

Pretty shoddy on their part.  Yes, I might be able to do something to help them.  Just frustrating that I've been staying up to midnight each night and unable to book anything.  I've been disappointed with Tesco - really short dates and not told about them until collected.  Email complaint not possible and, frankly, not worth calling about a pack of sausages!

"Holding" - filling the basket full of wine and checking out when a slot finally comes available.

KxMx

https://www.tesco.com/help/priority-slots-faq/

Under "Is there a limit..." 

It could be clearer but it is there. 

kah22

Like a lot of you I’ve been finding securing a delivery is like finding hen’s teeth !

Anyway there were a few items I needed but my next delivery wasn’t until the 28th A small independent supermarket was offering free home delivery for the over 70’s and the vulnerable. I emailed my order I. And it was delivered about two hours later

Yes it was a bit more costly than the major supermarkets.  I’m going to have to do some research on their prices and to be honest if there is not that much in it then I’ll stick with the local store

Kevin

SuzieSue

Equaliser12345 said:

SuzieSue said:

Equaliser12345 said:

SuzieSue said:

Equaliser12345 said:

twoLou said:

loxley108 said:

Hope everyone is doing okay. Quick question - my anytime delivery saver expires in June.  As I cant use Clubcard vouchers any more to renew it I was going to change it to the cheaper mid week rate (or cancel it) - however, if i try and change it will they just cancel it as they are not taking any more 'new sign ups' or are they pausing the payments?  Thought i saw an email about pausing payments, but cant find it.  Apologies if this isn't the right forum to post it in.  Thanks and all the best

I found a copy of the email here it is below, if it was me I’d leave the delivery saver as it is as Tesco usually send a reminder when it needs to renew. Hope that helps.

Dear

We know that, during this incredibly challenging time, it’s been hard to find available home delivery and Click+Collect slots. We understand how frustrating this is; it’s mainly down to a huge increase in demand for online deliveries. Although we’ve added as many extra slots as we can, we’re holding them back for our most vulnerable customers – to try and make sure they have everything they need. We realise that the lack of availability is inconvenient – and that’s why we’re suspending all Delivery Saver subscription fees until we can offer the full service again. Plus we’re refunding half of the fee you paid for March to make up for the inconvenience. We’ll let you know when we can give you the Delivery Saver experience you are used to. You’ll still have access to the free home delivery and Click+Collect slots that would normally be covered by your Delivery Saver plan; you just won’t have to pay the subscription fee while we’re dealing with this high demand.  We’re still working hard to add even more free slots, but for the time being, we ask those who are able to safely come to stores to do so. Thanks for your patience and understanding.

Zoe Evans UK Customer Engagement Centre

I've paid upfront for a Delivery Saver plan.  Cannot get any delivery or C&C slots for the foreseeable future.  I can create a new account and there are numerous delivery and C&C options. Any else had this seemingly prejudiced approach?

Also, I've not had a refund in respect of my plan and it is due to expire on the same date (i.e. they haven't extended it).  Any thoughts?

There is something wrong with your account.  You need to ring them.  They are giving priority to vulnerable customers and then to delivery saver customers.  Delivery saver customers (like me) can see a week ahead of other people.  You should also have received a refund for part of your March delivery saver cost.  It looks like your account hasn't been set up properly especially if you can see slots on a new account!

Thanks.  Just called them.  Apparently as we booked 'holding' click and collect slots (also for my (very) vulnerable parents), we've 'used' our quota for particular weeks so can't book anything else within 7 days of each one.  Nowhere does it state that on their website. 

Yes, they decided to change the rules without telling anyone!  You can only book one delivery or c&c slot per 7 day period per account now.  Can't your parents set up a new account and get holding c&c slots or won't they do that for new customers?  You could then use your account for deliveries.  I am not too sure what you mean by holding slots?  Are these for vulnerable customers on the government list?

Pretty shoddy on their part.  Yes, I might be able to do something to help them.  Just frustrating that I've been staying up to midnight each night and unable to book anything.  I've been disappointed with Tesco - really short dates and not told about them until collected.  Email complaint not possible and, frankly, not worth calling about a pack of sausages!

"Holding" - filling the basket full of wine and checking out when a slot finally comes available.

Yes it would be better if you used your account to get delivery slots for yourself as it is much easier for people who have delivery saver plans to get slots now as they are given priority after vulnerable people.  As Tesco have doubled the number of available slots it means that everyone who has a delivery saver should be able to get one.

SuzieSue

KxMx said:

https://www.tesco.com/help/priority-slots-faq/

Under "Is there a limit..." 

It could be clearer but it is there. 

Yes the problem is that they just sneaked it into their TS and C's without announcing it. 

Equaliser12345

SuzieSue said:

KxMx said:

Under "Is there a limit..." 

It could be clearer but it is there. 

Yes the problem is that they just sneaked it into their TS and C's without announcing it. 

Agreed.  And unless you are lookingunder "Priority slots for vulnerable customers FAQs", you wouldn't necessarily see it.  As a 'regular' Delivery Saver customer who happens to be looking out for my vulnerable folks, wouldn't (and didn't) look here.  After 5 years of being a customer, a quick email alerting me to the rule change would have been good.

calleyw

KxMx said:

https://www.tesco.com/help/priority-slots-faq/

Under "Is there a limit..." 

It could be clearer but it is there. 

Not sure why its such a surprise to people that they are limiting C & C slots to one a week per customer account.  Its to allow everyone a fair chance at getting a slot.  As they don't know the extra slot you want is for someone else. Also I guess it to stop people from stock piling as we saw at the start of all of this.

A lot of people have been caught out due to Asda taking the payment a day or so earlier.  Its so slots are not wasted due tolack of funds and they can offer it up to someone else. As so many people are desperate for them at the moment. I have been lucky and manage to get a Asda slot every 14-16 days. 

Yours

Calley x