to be annoyed with Tesco groceries online

[FreddoBaggyMac]

My shopping order was due to arrive between 3pm and 5pm today and didn't turn up! I rang them and they initially said it was my fault and I must not have checked out properly until I pointed out that the order was included on the list of delivered orders in my account! They're now saying it's a computer glitch and their fault, and they've given me a £20 off voucher for my next order.

I think it's pretty pathetic given that I have four young children in the house and not even a loaf of bread! Have had to give everyone ceral for tea! They could have at least offered to deliver my order later tonight but they said that they cannot access it due to 'data protection' (???) and I have to re-enter all the items myself and book the next available delivery slot!

Is a £20 off voucher decent compensation do you think? Am I being unreasonable to expect more given that I have shopped with them for years and they have completely let me down? (ie. my shopping delivered tomorrow for free!)

[scurryfunge]

I'd repeat the order over the phone and tell the manager to walk round the store, select the items and put them in a taxi so that you would still have the delivery. Tescos are talking shite.

[FreddoBaggyMac]

Thanks Scurry, that's exactly how I feel! Would like to stop shopping with them immediately if it wasn't for the clubcard points which we rely on for days out with the children.
So much for customer service....

[BollockBrain]

when is your next avsilable delivery slot. i can always get a 7-8 am one for the following day. see if you can get in and then use your 20 quid voucher for it. panic could be over by 8am tomorrow.

[BollockBrain]

oh and agree, they are arseholes when it comes to sorting out these missing deliveries.

[usualsuspect]

Well a &20 voucher seems fair enough to me ...

[coventgarden]

I got 1 hours notice they weren't coming and my order included baby formula. I got free delivery of my next order. I never used them again. I think you should be happy with your £20 tbh.

[sapphireblue]

do you really have to re-enter all your shopping? I shop with sainsburys and you can just re-order your last order........

[usualsuspect]

Waits for ..you should have used ocada replies

[tiredandgrumpy]

Similar happened to me last week. Tescos missed my deliveries on 2 straight days - van broke down on Monday, so rescheduled to Tuesday, only for them to leave it at the shop because a driver didn't turn up and all his deliveries were overlooked. They did, however, meet their slot on the Wednesday and gave me a bunch of flowers, chocs and £20 compensation. I had a rant and said I'd be switching to Ocado (great service locally and loyalty discounts make it reasonable value).

Has made me very wary of using Tesco again, but since I've had no other problems with them in about 4 years, I figure I just hit a bad run.

[belledechocolatefluffybunny]

You should use Ocado

[Porcelain]

They are rubbish. They once turned up with my order 3 hours before my booked slot, when I was out, when they delivered it later all the frozen and refrigerated stuff was missing. The missing stuff got refunded but the entire reason I did the shop online was so I didn't have to carry my frozen stuff back from the supermarket, I was stocking up a chest freezer.

[FreddoBaggyMac]

I got a delivery slot for 9-11 tomorrow which isn't too bad I suppose and re-entering the stuff wasn't too much hassle. It's just the principal of the thing that bothers me really. £20 is nothing to them - they have codes to give new customers similar discounts. I've spent a fortune with them over the years and I just think the least they could do is offer to deliver the items first thing tomorrow (if not tonight!) without me having to do anything more.

I suppose £20 off is much better than nothing but I'd rather they'd made the effort to get the shopping here tonight and paid the full amount tbh.

[FreddoBaggyMac]

I'd love to use Ocado but they're too expensive for every week for us - just use them at Christmas! Also the tesco clubcard points are the big attraction, they give us lots of free days out in the summer hols. Ocado are tons better without a doubt.

[belledechocolatefluffybunny]

Alot of prices are Twatsco price matched. I'd never go back.

[FreddoBaggyMac]

Glad I'm not the only one with tesco grumbles anyway. I suppose they're never going to offer to give me my stuff for free as it would set a precident for all of these other times similar things are happening to other people... will live in hope of the flowers and chocolates tiredandgrumpy!

[FreddoBaggyMac]

hmmm will have to have another look at the ocado prices belledecho as I am sorely tempted to change despite the clubcard issue. The trouble is ocado sells so much nice stuff that I get too tempted to spend extra, Tesco just has the boring basic rubbish

[ItsAllGoingToBeFine]

I can't afford waitrose either but we get by on eating less, but having much better quality food...

[coventgarden]

Ocado are not much more expensive, they price match Tesco too.

[usualsuspect]

Didn't take long did it

[notcitrus]

Only delivery I ever had that didn't turn up was Ocado (OK, there was snow), and they promised to deliver 48 hours later so I waited in all day, and they didn't, didn't get back to me, and eventually said 'oh yeah, it was 7pm so the guy went home'. No voucher or anything!
And they don't sell half the stuff I want.

Luckily I live round the corner from Sainsbos.
Tesco online have always been good for me, but it depends so much on the local warehouse and their management. Sainsburys online have always been crap.

[pik]

I always have problems with Tesco. I don't think I've ever paid for the delivery because there's always something wrong and when I ring them to complain they refund the delivery charge and I don't have the energy to take it further! Last time they were supposed to ring me with feedback about what went wrong but didn't. A week later I called again and was told, again, that they'd ring me, but (yeah you guessed it) they never did. Too busy to call again!

[FreddoBaggyMac]

That is the kind of service I would wish for twoistwiceasfun My groceries finally arrived a few minutes before 11 this morning (ie. right at the end of the slot) so I feel like I've wasted almost a whole afternoon and a whole morning waiting. AND they haven't brought the apples I ordered ...

[FindingMyMojo]

they fucked me over royally not delivering an order of party food & drink. I was 8 months pregnant, it was for my 40th birthday. They blamed my card (the same card I have now been using without issue at all for years & years). The lied - they said they had called me on my mobile number - they confirmed the number they called, but I received NO call, NO missed call & NO message. I got NO apology, NO voucher. I will never use them again.

[stressheaderic]

Must admit, I get a Tesco delivery every fortnight and have never had a single problem in 2 years. Always the same lovely chap who asks after my DD as he has a baby girl of similar age.
Always get petrol/money off coupon stapled to receipt too.
Some areas must be better than others, I'm in the north west.