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to think Tesco's customer service is CRAP

(15 Posts)
cocopops Mon 29-Sep-08 21:48:48

Shopping booked for 7pm to 9pm slot. At 9pm no sign of delivery so I call customer services and am told there is a 5 minute wait. 30 minutes later I am still holding so I call the number again on my mobile and press the general enquiry number rather than groceries.

The guy apologies profusely and as I am on the phone the van pulls up outside. I ask for a refund on delivery (given that its late and l've spent 30 minutes waiting on the phone at my cost) and am told that as its only 30 minutes late he can only refund half of the charge (as its more than his job's worth to do otherwise) and tells me to read the terms and conditions as the slot is only a guide time!

The delivery girl explains someone didn't turn up and they have been running late. She then immediately says she'll refund the full amount of delivery.

AIBU to be pissed off :{

avenanap Mon 29-Sep-08 21:50:57

It's crap. Try Ocado. They deliver EARLY and always phone up before to see if it's OK. Alot of products are matched with Tesco and you get the use by dates on the reciept and online so you know how long things last before you buy.

kid Mon 29-Sep-08 21:52:16

I always get a full refund on delivery if the shopping is late. I don't see the point in them giving a slot if they can't stick to it. Or, if they are going to be late, they should call to let you know.
Glad you got your full refund in the end.

kid Mon 29-Sep-08 21:53:24

I like the idea of the best before date being available. Tesco (and sainsburys) have delivered out of date items in the past.

GrabShellDude Mon 29-Sep-08 21:54:12

Err...you've now got your shopping and a full refund of the delivery charge.

Someone didn't turn up (not sure if that is a member of staff or a customer) but hey ho these things happen.

avenanap Mon 29-Sep-08 21:57:07

shock They are not allowed to do that. I'd report them to trading standards.

I can get £50 if I sign up people to Ocado, my signee can get the same. wink

They are really good though, even without the £50. They have never been late, recycle the bags, mostly early, never had a substitution or a missing item because their stock is always kept up to date online. I did get extra once so I phoned them up and they told me I could keep it (was cake). The minimum spend is £45 though.

cocopops Mon 29-Sep-08 22:00:15

we dont' get ocado in our area .

I wouldn't be so mad if they recognised they were at fault and didn't lie to me about what their terms and conditions say (i've checked - they lied!)

And, the cost of the 30 mins telephone call really rankles- they never refund you for that.

avenanap Mon 29-Sep-08 22:03:04

What about ASDA or Sainsburys?

We have a local vegetable man that brings a box of vegies once a week and a farmers market that sells cakes/fish/meat. Couldn't you try something like this? I know when I order online everything's gone in a few days.

onepieceoflollipop Mon 29-Sep-08 22:03:28

cocopops I don't wish to alarm you but Tesco were "featured" in our local paper tonight.

A woman spent a long time on a £100 order for a special dinner party. The lorry allegedly broke down on Thursday evening when it was due. They rescheduled it for the Friday morning, so she stayed home, but then her mum rang to say that it had been delivered to her home instead - 70 miles away. shock

She then discovered they had charged her - TWICE - but did agree to refund it. They were supposed to collect the food (which was at her mother's neighbour's home as the mother wasn't actually waiting in for a Tesco order!). Apparently no one put it in the fridge/freezer so most of it has been chucked as Tesco never turned up to collect it.

(The only bit I was a bit hmm about was why the mother/neighbour didn't eat the good bits or put in the fridge, I would have!)

Sainsburys better ime.

onager Mon 29-Sep-08 22:04:26

Did they have another contact number for you? Otherwise they might have been trying to phone you while you were calling customer services.

I know some people have been less pleased with tesco, but I've always had decent service.

And you did get a full refund in the end.

cocopops Mon 29-Sep-08 22:06:16

have tried ASda and they were late and half the things I ordered weren't available so that put me off. Will try Sainsburys- its just a thought starting off again with that online list AND I usually find some money off vouchers for TEsco on MN- never see any for sainsburys!

EyeballsintheSky Mon 29-Sep-08 22:14:28

I'm going to speak up for Tesco here. I ordered a delivery last weekend to go to us on holiday at my PIL's place on the Isle of Wight. It's quite hard to find if you don't know it and as I'm quite a newbie to this I forgot to put directions in the notes. Had a message left on my mobile but number was blocked so couldn't ring the driver back. About 12:30 (delivery slot was 10-12) we spoke to customer services who apologised and organised another delivery to us for the next day as they had no free slots left.

At 2pm we got a call from the driver to say he had finished his shift and was coming all the way back across the island to try again. Delivery turned up at 2.45. I was so impressed with the service I have written to thank them. I assumed they would give up and go home and we'd have to drive over.

I love this online shopping and am totally addicted. I'm compiling the next shop before the current one has arrived!

TheHedgeWitch Mon 29-Sep-08 22:44:01

Message withdrawn

mother3 Thu 02-Oct-08 19:22:26

I had a bit of a mix up this week." bags of my shopping was lost.THat was tuesday and the only suitable slot was fri evening.I complained (seems to be my middle name) and thay were really good.The customer service phoned me back and refunded the shopping that went missing.They refunded the del charge and are not of course going to charge for the missing items coming fri 3rd oct.I added a few bits on to makwe the most of the free delivery.The also refunded the difference in price of cheese that they subbed asit was over £1 25 more expensive.EVERY LITTLE HELPS

LazyLinePainterJane Thu 02-Oct-08 19:34:35

Sainsburys delivery is worse than Tesco.

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