Tesco Ignoring Complaints On Out Of Date Food And Damaged Goods In Home Delivery

Lady_K

I have emailed tesco a number of times regarding a home delivery that had a number of out of date goods in it and a couple of damaged ones. After a few days with no reply I again resent the problems with your delivery form off, and again after another few days I had no reply. I wrote again, this time to the general help section explaining I had wrote twice to the other section and been ignored basically and once more another few days have gone by without any reply at all. Do they really care? or have they so many complaints they cant keep up. I do believe they get rid of out of date stock and damaged good through home deliveries though no matter what they say. I'd be interested to know if any tesco picker shoppers can tell us if this is what they are told to do

webmasterpolo

I think they have too many complaints to deal with them all. Most people seem to have complaints with Tesco, and their response to customer contact is usually very slow if they bother providing a response.

Your other option is to write to the head office, evenutally after a few months and about 4 letters they might refund you the items and maybe the delivery charge as goodwill.

I've never used home delivery from any supermarket, I constantly read reports of the poor service and wrong/damaged goods and I can't be bothered with the hassle. M+S have good service reports on them, but of course they are lot more expensive than Tesco.

You could goto your local store and get the items you need, then send Tesco HQ a bill for your collect and delivery charge for this service you provided yourself after they failed to delivery. Include charges for your time, transport costs and wear and tear on shoe leather/tyres and engine. Might be fun, you could always awsk a newspaper if they are interested in following your story and let them print the letter - with all the Tesco hate around at the moment they might jump at the chance.

rchddap1

Give their customer services number a call. Whenever I have problems with my Tesco Online delivery they manage to sort the problem pretty much immediately.

suekjw

I always phone the number on the delivery slip - I think its the main dotcom number, and have always been givin refunds immediately. Have to say I have never had a problem.

Sue

Twopints

Lady_K wrote:

I have emailed tesco a number of times regarding a home delivery that had a number of out of date goods in it and a couple of damaged ones. After a few days with no reply I again resent the problems with your delivery form off, and again after another few days I had no reply. I wrote again, this time to the general help section explaining I had wrote twice to the other section and been ignored basically and once more another few days have gone by without any reply at all. Do they really care? or have they so many complaints they cant keep up. I do believe they get rid of out of date stock and damaged good through home deliveries though no matter what they say. I'd be interested to know if any tesco picker shoppers can tell us if this is what they are told to do

It is illegal for shops to sell out of date goods, either in the store or over the internet.

Report them to your local Trading Standards.

"It is a criminal offence to sell food past its use-by date by virtue of regulation 44 of The Food Labelling Regulations 1996. These regulations are made under the provisions of The Food Safety Act 1990. The maximum penalty on summary conviction is £5000."

That's up to £5000 per offence.

Lady_K

Thanx I will do if they havent replied by say next Monday night. But I have tried to phone before and got a very moody woman who did not refund me at all. This was for incorrect substitutions and some were for on offer items 2 for one but they didnt have 2 so they sent me one. She said theres an agreement that they cannot guarantee availablity.

The biggest problem is they have an edit note that you can write if you want a certain substitute or not. I always state do not substitute if I only want that item or I put a specific item if I want that instead. I also state if its an offer item to only sub with offer items but they get completely ignored. I've had stuff substituted that I clearly didnt want

I also don't like the idea of having to pay to complain which is why I chose to email instead. It's not my fault the goods are faulty but as a last resort I will call

Lady_K

Thanx twopints

I never thought of that, I'll remind them when I next contact them be it by email or phone. With it being so late now since the delivery though I don't have any real evidence but I'll try

albreda

I've complained to Tesco twice (once for a hair in my chicken breast, and another time for a caterpillar in my chiili pepper) in writing and they responded quickly both times (with £10 vouchers). I really only complained the second time for fun so I could write "we could have died!". :rotfl:

It wasn't their fault but they took responsibilty, and those vouchers paid for nearly 4 bottles of wine - so I keep my eye out for the next hair or bug now :T

Not that that has anything to do with the original post, but I just wanted to say something positive

suekjw

I always return incorrect substitutions straight away to the driver, and they refund my card back within a couple of days. However, you should be refunded for out of date goods.

I've had refunds on a chicken with a sell by date of that day - they are suppose to give you the freshest stuff - I always put 'longest sell by date' on my noted.

Yesterday I got refunded on a box of eggs, as one was broken.

jazzyjustlaw

I just received my first online Order from Tesco and it was perfect. If it was not and I had no joy from complaining I would take my food to the nearest tesco and dump it on the desk and not move until they had given me a refund, promised it woldnt happen again and a little something extra for the time and petrol in having to go to the store and point out it is defeating the object having to do this.

juno

Twopints wrote:

It is illegal for shops to sell out of date goods, either in the store or over the internet.

Report them to your local Trading Standards.

"It is a criminal offence to sell food past its use-by date by virtue of regulation 44 of The Food Labelling Regulations 1996. These regulations are made under the provisions of The Food Safety Act 1990. The maximum penalty on summary conviction is £5000."

That's up to £5000 per offence.

That's only for past the use by date. Most items have a best before date, and it isn't illegal to sell those items later.