Tesco online groceries - any complaints, suggestions etc for improvement (to be forwarded to Tesco)

Brokeandbroke

Doc_N said:

As a family, we've been shopping online with Tesco for a long time now, and what I've learned is that although they always claim to listen to customers to make the shopping experience better, they actually don't.  They just carry on as before with existing systems, even though they admit they don't work.

The idea of this thread is to allow customers the chance to express their views in one place, in the hope that Tesco, when presented with it, will pick out common issues that are aggravating customers - and do something about it.  All of these points have been raised with Tesco and they always say they’ll improve – but they never do.  If there are common themes in this thread maybe they’ll listen.

Here are my complaints/suggestions:

1 Eggs – it’s now the only supermarket that makes ordering 24 eggs almost impossible. Limit is three boxes of 6 or 12, but it’s very rarely that there are any 12s in stock to order. No other online supermarket makes it so difficult to buy eggs now – so presumably Tesco are in dispute with their suppliers, and the customers just have to do without.

2 The ordering system is plain crazy.  If an item goes temporarily out of stock at any point between starting the order and the cut-off point for changes it’s removed from the order if you make any changes.  Even if it’s a common item like eggs delivered to stores every day (particularly eggs actually, because they’re always going out of stock) and the order is a week away.  So if you really need some eggs in the order, you can’t add to or subtract anything from that order for several days, right up to the day of delivery.  This must actually cost Tesco money, because you can’t add any items without losing the one that’s currently out of stock – even though you know perfectly well, as do Tesco, that it will be in stock on the day of delivery because it’s delivered daily to the store.

3 Aldi Price Match items are usually of poorer quality than the Aldi items they claim to match. The Tesco Price Match fruit is inferior in quality, and very obviously so, and the non-fresh items contain inferior ingredients.

4 Tesco claim that their pickers choose the best quality produce, with the longest dates. The actuality is very different – what arrives is frequently damaged and short-dated, often actually on its Best Before date.  The staff doing the picking just aren’t given the time to do a quality job, so customers end up with the stuff that store customers have rejected.

I was googling whether there's ways to complain about issues with orders. 

I'm unsure if anyone is having a similar issue. For my last 10 shops. Every week, 3 or more items are missing. With multiple being out of date and prices can change on the day (like if you made the order on Monday, and it was a clubcard offer) Wednesday it'll be more expensive. This seems really unethical, as if you buy an item anywhere else for advanced delivery (amazon for instance) you pay the price on that day. Tesco don't seem to charge less either when an item comes on offer the day of delivery. I've noticed it quite a lot. 

There's also A LOT of stealth price rises. Last week they took off their egg mayo filler, relisted it at the same price with 15g less. This happens weekly and I've been sharing my receipts online and people are quite shocked. 

Tesco is the only supermarket within 5 miles for me, so I'm stuck with it. But it seems like things aren't really accidental. I've been in store when stuff is missing and I really needed it, and shock that its there, in abundance. 

Is there actually a regulator of this? 

Brokeandbroke

Stompa said:

I swapped from Asda to Tesco a short while ago (only 4 deliveries so far), but Tesco seems to be a much slicker operation to me.

The Tesco website seems a bit slower than Asda's but less buggy.

When amending an order with Asda I'd frequently find that some of my items had become unavailable, that's not happened so far with Tesco.

On average 8% of my items from Asda were substituted, and 2% were unavailable. For Tesco the figure so far is 1% substitutions and 1% unavailable. I wonder if that may partly be due to the fact that our Tesco deliveries come from one of their urban fulfilment centres, with robot pickers.

I probably used to get out of date or short date items from Asda every other delivery, none so far with Tesco. Though given that Asda would always give a refund (so you got the item for free) perhaps that should be considered a plus point for Asda!

Asda charge you the day before your delivery, meaning that you have to wait a few days for a refund for unavailable items etc. Tesco appear to bill you the correct amount on delivery day.

Tesco delivery tracking seems to work really well, with Asda it was absolutely hopeless.

I think you're probably one of the luckier ones. 

A really well known, with thousands of reviews issue with tesco is that when you amend your order, you randomly have much more than you added, or items have vanished without you removing them. If you check out their reviews on playstore, istore and trust pilot it's similar issues. It's very sketchy, slick, yes, for them. 

Stompa

Brokeandbroke said:

Stompa said:

I swapped from Asda to Tesco a short while ago (only 4 deliveries so far), but Tesco seems to be a much slicker operation to me.

The Tesco website seems a bit slower than Asda's but less buggy.

When amending an order with Asda I'd frequently find that some of my items had become unavailable, that's not happened so far with Tesco.

On average 8% of my items from Asda were substituted, and 2% were unavailable. For Tesco the figure so far is 1% substitutions and 1% unavailable. I wonder if that may partly be due to the fact that our Tesco deliveries come from one of their urban fulfilment centres, with robot pickers.

I probably used to get out of date or short date items from Asda every other delivery, none so far with Tesco. Though given that Asda would always give a refund (so you got the item for free) perhaps that should be considered a plus point for Asda!

Asda charge you the day before your delivery, meaning that you have to wait a few days for a refund for unavailable items etc. Tesco appear to bill you the correct amount on delivery day.

Tesco delivery tracking seems to work really well, with Asda it was absolutely hopeless.

I think you're probably one of the luckier ones. 

A really well known, with thousands of reviews issue with tesco is that when you amend your order, you randomly have much more than you added, or items have vanished without you removing them.

Well all I can say is that in the 37 orders I've had so far, I've never seen that happen. I hope I'm not tempting fate by saying that!

MrsStepford

Re: items in stock in store but out of stock for online orders. Some supermarkets allocate some stock to the shop floor and some to online orders. If the online stock runs out then it's tough luck.

My niggles are:
(a) searching round the website to be able to stop subs. Some make it really difficult. Iceland and ASDA usually manage to deliver my entire order.
(b) mixed weight eggs are a rip off, I bet they make more profit for the supermarkets.