Tesco Home Shopping - Late Delivery,No refund of delivery charge???

cjp_2

Hi

I had my Tesco's delivery last night (wed) should have been between 4-6pm but when I went to check out the previous night (tues), it was 12.05 so was in the same day as the delivery, wouldn't let me have my delivery slot. so opted for the next day (thurs) early 9-11 am.
Phoned tesco in the morning (wed) was told the earliest delivery was 7-9pm as it was for the same day.so took this slot as the cats not been fed for 2 days! Told them about the problem ordering, agreed with me that there is a problem with the web site.
My delivery turnt up at 9.35pm, the driver did phone to say he would be late at 8.45 and was it ok to still deliver? Well the cats are half dead now so say yes.
Took all the million bags with 1 product in, driver very friendly and not miserable at this time of night like me.
all my fresh meat is out of date today (1st) so totally p***** off by now.

Phoned them 1st thing this morning explained about the food, quite happy to refund it all. But said ther was no policy about late deliveries - so they don't refund the delivery charge. Explain about the web site playing up - "yes it does sometimes" end of it. you will get an emial shortly - goodbye! :mad:

Has anybody else ever had a late delivery and what happened.

[]sorry it's sooooo long!!

MissG_2

We had a late delivery with tesco as their van broke down. We contacted tesco a couple of days after delivery and there was no quibble on the refund of delivery charge.

The quoted 4-5 days for refund and sure enough checked the internet banking today and its there.

I suppose it is a case it depends on who you get, i think it is their policy to refund for late delivery if its their fault.

Shout a bit louder may'be contact a team leader!!!

Sarahsaver

When they were late with me they refunded the delivery cost AND the cost of the entire load of shopping - over £60.

cheese_2

I've had a couple of late deliveries. I was told the policy was to refund half the cost of delivery if the shop was more than an hour late. Up to an hour- no refund. Also, you aren't entitled to a refund if the driver has phoned and warned you he will be late. Apparently it's less hassle if you know he's on his way. Mmmm. Not sure about that, but hope that helps.

cjp_2

Thanks for your replies, i have emailed them this afternoon - just wait to see what happens?

i'll keep you posted.

Thanks
CJP

wallace_3

cjp wrote:

...took this slot as the cats not been fed for 2 days! ... Well the cats are half dead now so say yes.

Never mind being refunded, you need to get your priorities right! Just how long would you be prepared to leave the cats without food, before you went to the shop and got some yourself rather than wait for it to be delivered. :mad:

davcohen

MissG wrote:

Shout a bit louder may'be contact a team leader!!!

As a tesco employee (teamleader/ manager) i some times do feel sorry for the very poor quality of service that my store in particular provides, its not that i love tesco its just i see how certain things are run from a day to day basis

i mean the other nite there were no drivers so home shopping trained managers had to do all the delivers the rest were left to local cabs who charge like £30 for local deliveries as they charge for their journey there and back lol

tbh before working at tesco you would have thought they would be over employeed if anything to provide an all round service but its quite the opposite

cjp_2

Hi Wallace

The cats aren't relly half dead! Was meant to be sacrasim. They have had more luxuries than normal waiting for Tesco's to arrive!

Also Wallace it's not that easy to just pop to the shops at present.
Thanks for your concern for the cats, 3 kids have eaten fine!

and to Davcohen I sympathise with you - but do I GET A REFUND??

THANKS
cjp

PS How do you get a previous posting in a current posting?

PhiL_P_3

cjp wrote:

PS How do you get a previous posting in a current posting?

You click on the "Quote" button at the bottom-right of the post in question..

cjp_2

This is the reply that I have rec'd from tesco:


Thank you for your reply.

I was concerned to learn that the expiry date was short on some of the products you received, and I apologise for the inconvenience caused.

In order to offer the best service possible for our customers, our products are constantly replenished and ordered just in time for optimum freshness. This also helps to keep excess stock to a minimum. Types of products such as Organic, Instore Bakery, Morning Goods, Fresh Produce (Strawberries, etc) and cream cakes only have 1-2 days shelf life.

Our personal shoppers are trained to select the longest date codes available and it may be that, at the time your order was picked, the items you received were the only goods available.

I will inform our Home Shopping Manager of this matter. If it is felt necessary, this will be taken up as a training issue.

Regarding the delivery being outwith the 2 hour window, unfortunately we do not gaurantee deliveries within this timescale, but will do our very best to deliver within the window.

It is always disappointing when a customer is unhappy with any aspect of our service and I would like to thank you for letting us know.

If you have any further queries please do not hesitate to contact us at customer.service@tesco.co.uk quoting TES1139213X.

Regards

Any ideas what to do nexxt??