Tesco want me to pay full price for delivery drivers incompetence.

Ammie

Hi,

I recently ordered a payg mobile phone from Tesco Direct for £19.98 after discounts.

After checking the status of my order on line today I was surprised to find it stated that the phone had been delivered. A quick call to Tesco and I was horrified to learn that the delivery driver had left the package outside my house in a empty recycling box which was full of water thanks to last nights downpour. The box was out in the open for any passer by to look in and see.

What makes the situation worse is that I have been up since 6am this morning, home all day and no attempt was made by the driver to ring my doorbell so I could accept the package, he didn't even leave a "While you were out card"

I informed Tesco that I would rather they sent me a replacement phone instead of a refund and was told they'd still have to refund my card and charge me again. But as the price of the phone had gone back up to £33.98 I checked to make sure I would be charged the original price I paid of £19.98 and was told I would have to now pay the full price. :mad:

The woman I was speaking to admitted that it was a stupid place to leave my package. The terms and conditions states:

For some items that do not require a signature at delivery you may be able to give instructions explaining if and where you would like the item to be left if no one is present at the time of delivery, such as with a neighbour.

I left no such instructions

We also use third party delivery companies which may, at their discretion, leave an item in a safe place if no one is present at the time of delivery. In these circumstances the delivery company will put a card through your letter box explaining where it has left the item.

I was home and even then no card was left.

Ownership of an item will not pass to you until we have delivered the item to you (either directly, or by leaving it in a safe place or with a neighbour). When an item is delivered, risk of damage to or loss of the item passes to you.

In an open box partly filled with water, sitting on the front wall is not a safe place.


I tried to explain that making me pay the full price was unjust as it was not my fault the driver was incompetent but talking to the woman was useless as she kept repeating what she was reading off a script.

Can someone please tell me where I stand, as I plan to make a complaint.
Don't Tesco have to fulfil their part of the contract seeing as they already charged my card? Am I not entitled to the phone I ordered at the price I ordered?

Sorry for the long-winded post but I've had a terrible day today and now this. I'm sick of the way we're treated as customers and don't feel Tesco should be allowed to get away with what was the drivers laziness and disregard.

cheekyherb

Wow, what an incompetent driver!
I think you should put yoru complain in writing, detailing as you have in your post what happened (in fact copy and paste its so good) and address it to the Customer Services Manager or Store Manager. State that you expect a response within 14 days. I can't believe that Tesco have behaved so badly and I'm sure that if you put something in writing you will get a good response. Good luck

Ellie2758

Dont put up with this. I had a similar problem with Tesco Electricals a few years back. The delivery driver (DHL) delivered the wrong tv. Tesco REFUSED to believe this and after many, many, many emails getting absolutely nowhere I got my credit card company involved. Did you pay by credit card? If so, contact them and explain the situation. I'm sure they will support you. I have had probs with goods I have bought with both Mastercard and Visa and both helped me out, though it would seem that Mastercard have more clout.

JimmyTheWig

Don't think credit card company will be able to help as it was for a "small" amount.
But I'd be very surprised if Tescos won't honour the original price once you speak to a manager who has the authority to do so...

hollydays

Call back,insist on ONLY speaking to a supervisor,or manager.Explain.If they don't honour it,that's appalling customer service.

Ammie

Thank you all for your replies.

I used my Visa Debit to pay and assume my bank won't really care seeing as Tesco are in the process of refunding my card.

As suggested I'm going to see if I can talk to anyone with some sort of authority. I don't have much hope though, but I refuse to let this one go.

chocolatechipcookies

Even though you didn't leave an instruction, why did they not knock on your door? And why did they leave the phone in a box of water!? You're right. Leaving a phone in water is not safe! It's stupid. Who delivered the phone? If it was Tesco, write a formal complaint. It it was a third party, write a formal complaint to them, and ask for compensation. I'd be just as mad, I cannot believe the laziness of the delivery driver.

Blacksheep1979

Hmmm sounds like loss of bargain to me - you paid for something, they didn't fulfill on the contract and now want to charge you more, not really on.

Ammie

I spoke to the customer service manager who was very helpful. She's raised an enquiry with the courier and said it can take up to 24 hours to get a response, then they'll contact me. Once they've confirmed with the driver that he did leave the package where he said he did they'll arrange for the phone to be redelivered for the original price I paid for the phone.

I won't hold my breath waiting to hear from them, but I'll give them until Friday. :rolleyes:

The manager was very apologetic about the way I was treated and couldn't believe the driver had done such a thing or that I'd been told I would have to pay full price for the phone. I had my "Breech of terms and conditions" speech all ready but alas didn't get to use it.

Thanks to all for giving me the encouragement to not let this go and hopefully I won't get anymore problems.

As for the low life who took the phone, my only hope is because the package was sitting in a pool of water they may find that the phone doesn't actually work. Small chance but fingers crossed.

Ellie2758

You'd be surprised then - I have claimed for small amounts as well as large when things go wrong. Never been refused yet.

JimmyTheWig wrote: »

Don't think credit card company will be able to help as it was for a "small" amount.
But I'd be very surprised if Tescos won't honour the original price once you speak to a manager who has the authority to do so...