Active discussions

Meet the Other Phone. Protection built in.

Meet the Other Phone.
Protection built in.

Buy now

Please or to access all these features

Talk
Chat

Join the discussion and chat with other Mumsnetters about everyday life, relationships and parenting.

Original poster

Tesco have left me with no money and no food.

223 replies

ComeOnTesco · 14/02/2020 15:31

Had an order due for delivery yesterday. £80 worth of food.

By 11.30 I had nothing and my online account said it had been delivered.

I called Tesco and they said the driver had attempted delivery at 10.05am

This isn't true because my front door is in my living room and I have 3 dogs that go ballistic if anyone even opens the gate. If he would have unloaded the crates and brought them to the door before knocking, like he does every week, then I would have heard!

So Tesco says they will try to get him to come back.

They didn't have his number. Then they couldn't get through to him.

So they then said they would try and redeliver by 11pm.

I would hear by 4pm if they could.

No one rang me back.

At half 4 I ring back.

Am told someone will ring me back by 6.30.

7pm. No ones rang.

I ring them back. They say my shopping will arrive by 2pm TODAY.

2.30PM
No shopping.

I ring tesco.

They said the store has no idea about any redelivery and they won't do it.

I have to get a refund processed, which can take upto 7 days to go back on my card.

Then I have to do a full new shop with the normal procedure.

I'm sat here with nothing in the fridge.
I can get a few meals out of what I have but the kids break up today so I've no lunches, snacks over the holidays. Nothing.

I don't have 80 quid to do another shop before the refund comes through.

I've asked them to reconsider and iif they can pick it I can borrow taxi money to click and collect instead.

AIBU to stick to my guns and refuse a refund?

I just want my shopping! :(

OP posts:
Original poster
ComeOnTesco · 14/02/2020 15:33

This is NOT a begging thread BTW. I won't accept any help/money.

I just want advice in how I can get my shopping ASAP and ask if anyone's been through the same.

I'm tempted to ask if they have CCTV/trackers on their vans as I'm sure he didn't knock on.

OP posts:
Discoballs · 14/02/2020 15:37

YANBU Tesco didn't deliver our order this week. They were very apologetic and bent over backwards to get out to us at the earliest time that was convenient to us. Sounds like you've been unlucky in who you've spoken to. Have you been put through to the store duty manager yet? I'd ring back and if they're still not helpful, ask to be put through.

BedSprings · 14/02/2020 15:38

Phone head office, op - time to go higher up..
What a fiasco for a supposed major supermarket. Surely this scenario can't be new to them.

Interested in this thread?

Then you might like threads about these subjects:

Cost of living General food
EL8888 · 14/02/2020 15:40

Complain to head office and / or go on social media about it. What a nightmare!

turnthebiglightoff · 14/02/2020 15:41

Twitter!!!

Rubytinsleslippers · 14/02/2020 15:41

Try tweeting as well. Usually making things public makes them respond...

Original poster
ComeOnTesco · 14/02/2020 15:42

I keep ringing and they won't give me the number for the store. I keep having to go through the customer service person.

I've spoken to several now.

I'm waiting on a call back again, this lady seems helpful so maybe she will sort something.

Could I ask for it to be put on a gift card I can collect it from the desk and do a shop in store?

It will cost me more in taxis but it's better than the alternative.

OP posts:
Redwinestillfine · 14/02/2020 15:44

Email and complain, they'll probably give you a £10 goodwill voucher

Original poster
ComeOnTesco · 14/02/2020 15:49

Red wine they won't even give me the shopping I've paid for. Never mind a tenner extra.

I've been complaining for 24 hrs

OP posts:
GrumpyHoonMain · 14/02/2020 15:54

Tesco encourage people to complain directly to Dave Lewis (the CEO). His email is mailto:[email protected]

GrumpyHoonMain · 14/02/2020 15:54

Ignore the ‘mailto:’ bit

sockittome123 · 14/02/2020 15:56

Sounds like you'll have to resort to social media. A few passive aggressive "Happy Valentine's Day from Tesco etc etc" posts should give them a bit more of a rocket up their backsides.

DollyDaydream70 · 14/02/2020 15:57

This is highly unnacceptable. I've always found Tesco to be very accommodating when anything like this happens. Very unusual for them to refuse to send the order out today. I would email a complaint. Don't phone as you have no proof of a telephone call. Once when my Iceland order was late, they sent me a complimentary bottle of wine. I think this sort of goodwill gesture is usually standard.

Longwhiskers14 · 14/02/2020 15:58

Call them out on Twitter. That always seems to put a rocket up them.

JudyCoolibar · 14/02/2020 15:59

Perhaps we should all tweet Tescos with a link to this thread? It's appalling publicity for them.

othervoicesotherrooms · 14/02/2020 15:59

TWITTER!!!

Tweet ' Tesco has taken payment for £80 worth of shopping and it has not been delivered. I have NO money & NO food for my family. They say it will take 7 days to give me my money back'.

They'll be all over you.

othervoicesotherrooms · 14/02/2020 16:00

Agree. Tweet a link to this thread too. It's unacceptable.

LemonySippet · 14/02/2020 16:01

You should be able to speak to someone in dispatch from your local store to find out what's happened to your order, it's got to be somewhere.

We had a problem with an Asda delivery before Christmas, the van slid off the road and got stuck in a ditch and they were unable to deliver to us. They offered us the option of refund and reordering (but like you it would take 7 days to process the refund which isn't very helpful in the meantime) or they could shove it back in the chiller and I could collect it from the store in the morning. And a £10 voucher for my troubles.

When I got the store they had no idea what I was talking about and had to dig around for ages until they found it, but it was there.

It can't have just vanished! If you know which store your delivery comes from try ringing them direct?

Oblomov20 · 14/02/2020 16:04

What a mess. Are you any further forward OP?

TossACoinToYourWitcher · 14/02/2020 16:07

Twitter and Facebook and link this thread.

Pixxie7 · 14/02/2020 16:09

I had a similar incident with tesco. I got a call to say that their driver was off sick so would be delivering the next day. Fair enough. What I didn’t realise was that it would be classified as a whole new shop, to add insult to injury a month later I found that they hadn’t refunded the payment for the first shop so nearly paid twice.

ComeOnTesco · 14/02/2020 16:14

This reply has been deleted

Message withdrawn at poster's request.

JinglingHellsBells · 14/02/2020 16:16

I don't understand this.

If you have a delivery you have to sign for it. So they can tell if you have not received it from the driver's keypad.

You say you have no money but surely if you go out to a supermarket now you would charge the payment to your card? Is your credit card up to the limit or are you paying with a debit card?
Have you or no one you know not got some money for some food?

It'snormal practice for them to say 7 days for the refund to show up- it can be much quicker.

I don't know who suggested emailing Dave Lewis! I cannot see Drastic Dave personally answering your email and it will take his PA a long time to get back to you on a Friday pm. He could be anywhere in the world- Tesco is a global company.

I do sympathise but in all honesty do you normally run food supplies down so you have no food and yet have children and 3 dogs to feed?

Mydogatemypurse · 14/02/2020 16:19

Tweet the shit out of this and make sure you get compensated. I think at least a 20 pound voucher should do. Get some treats for half term with it.

BlooperReel · 14/02/2020 16:20

Looks like they just tweeted back, good luck!