Tesco have left me with no money and no food.

[ComeOnTesco]

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! :(

Omg yes definitely message back, absolutely bloody useless.

So sorry to hear about this awful experience. I've finally finished my last 6 month delivery saver option with them and due to numerous problems, they've lost a loyal customer.

Lots of very short dates, on a couple of occasions been sent out of date mince, and another out of date yoghurts! Substitute notes made by me ignored, sending very inappropriate substitutions instead.

It's all falling down at store level. Managers cut to the bone and relying on very poor pickers who override the system and do what the hell they like. After numerous complaints and even speaking to two managers at store I've given up. Their online service in unfit for purpose unfortunately, so I'll shop elsewhere.

I've always found their customer service on the phone to be excellent, so I'd try phoning them again to see what they can do. I must admit, for them to be able to accommodate your suggestion, they're going to have to get someone at store to both answer the phone and do something special for you.

Is there any way you can borrow money from someone else? Apologies if this isn't possible but it could be an easier solution?

I would respond

Hi Clarke

I categorically was not happy with the resolution though I was relieved that after multiple calls, tweets and much frustration Tesco were able to find a solution that didn't leave me and my children without food for several days.

I would like for you to escalate my complaint and provide me a copy of your complaints resolution procedure and timelines.

I find it absolutely unacceptable that you consider it reasonable to:

• fail to deliver my items
• provide me incorrect and contradictory information on several occasions
• leave me waiting for a 'possible' delivery that 'may' be out to me the next day
• fail to deliver again
• forced me into a situation where the only way to have access to MY funds and the food I need is to beg on the phone and then travel to a store wasting money on a taxi that was allotted to part of my food budget.

I would like as part of the escalated response for you to provide full transcripts of all verbal and written communications between me and Tesco.

I expect a full and considered response within 48 hours.

Yours sincerely

.....

They sent me a £10 voucher. I will use it with my shop this week then cancel my delivery saver.

Any ideas for an alternative supermarket that delivers?

Ocado.
Amazon, especially the subscribe and save for regular everyday items. A lot are bulk buys, but I just bump them monthly until needed.
Sainsbury
Morrisons
Iceland's
I use the above depending on offers and what I'm buying lol.

I would avoid Asda though. There's some awful complaints about them on here.

I like Ocado.
I think I have a free 12 month delivery pass on my recommend a friend thing if you want to give them a try? That will give you free deliveries for a year with a minimum £40 spend

This is the first problem you’ve had after several years of using them, I wouldn’t bother changing. None of the others are 100% perfect either!

I use Tesco, I’ve had a couple of minor issues and they sorted them
out immediately.

I had more frequent issues with Ocado, Waitrose & Sainsbury’s!

Yes, they were a shower of shite this time - but really, you’ll just be jumping from the frying pan into the fire!

I was verging on leaving anyways.

The amount of substitions, short dates, mouldy fruit had sky rocketed to the point where I felt I couldn't even call to report them as I felt like they would think I was being a chancer with every order.

I gave up with tesco years ago. That sounds so stresful OP. I also found Asda hopeless, and 3 times they charged my card multiple times for the same shop so gave up with them. I actually find Iceland really good, and much, much cheaper than tesco. Also will sometimes use Morrisons and on the whole they are OK.

Wow, I usually do my online shop with Tesco and haven't had any problems before... but think I might switch to Sainsbury's for the next one in case this happens to me.

Clarke's response to your complaint is piss poor.

Good grief!
Weasel words and total misunderstanding by Tesco ‘customer services’ there. Quite shocking! She makes it sound as if they were doing you a favour to have come up with the voucher thing, instead of it bring a way to address the fact that they had your money and you had no food

And £10 is a POXY compensation for what you went through as a result of multiple incompetencies.

Thank you for sharing this OP. I would like to use an anonymised version of this and that crap response as a ‘how not to’ training tool with my staff.

FFS: the ‘resolution’ you agreed to was the short term way of re-paying for your order. Utterly dishonest , disingenuous response.

I use Tesco, I’ve had a couple of minor issues and they sorted them
out immediately

Yeahbut.,.. the OP had a significant issue which was compounded by further issues and now she has had a snotty ignorant message from Customer Services !

Sainsbury's are brilliant. Last week's delivery had a large pot of yogurt which had burst over everything in the crate. The whole contents of the crate were refunded, plus I got to keep everything in the crate anyway as most of it was packaged stuff which only needed rinsing under the tap. And I always refuse substitutions, as if they haven't got what I want I'd rather choose my own substitution anyway. And if anything is short dated i can either send it back and get a refund, or I can complain, they will refund and I get to keep it and stick it in the freezer. Wouldn't use anyone else for online groceries.

The fuckers did this to me THREE times within 6 months 😡 I’m still more annoyed at myself though for giving them so many chances. Had to wait for our refunds every time, and we were on holiday on one occasion. No one there gave a shit

Needless to say we don’t shop there now

Sainsbury’s or Morrison deliveries for us, both have been fine

As a single working mother, I always make sure I have food in the house.

Well done, your chufty badge is in the post.

I’m glad it’s sorted OP. I use Tesco because there is a huge one next to my house but they have really gone downhill. Expensive, crap selection and their fresh produce is rubbish.

Whenever I’ve had a delivery with Sainsbury’s it has been brilliant. They do vouchers and Nectar deals, and I’ve never had a substitution no matter how obscure the item.

It's all well and good trying to be a good supermarket that competes on price but if you continue to stiff your customers who need to shop economically you may as well not bother.

I hope someone can Tweet a link to this thread!

£10?
Please phone back and complain. Even if you never use them again, this offer is disgraceful!

I feel greedy tbh.

I linked to this thread when I complained. I don't know if they read it or not?

I'll just take my custom elsewhere.

I mean I do a weekly shop there averaging 70 quid. That's 280 a month. £3360 a year

I'll takneit elsewhere

A long time ago I complained when a member of staff told me to 'fuck off' in store for no reason. I got a £5 voucher! Says it all. I've never been in that store since!

Morrisons are good if you have delivery where you are. I have had this with Tesco before, and it left us in a similar situation as we had so little to live on, but since moving area they have been ok. Asda were worse and I had this happen several times before switching to Tesco.

Morrison's are the best for home delivery in my experience.

Morrison’s are good OP and so are Asda . I’ve never had a good experience with Tesco . So sorry you’re going through this . It’s so hard not being able to drive as well, it makes it all a lot more difficult .
Sending you 💐 and well done for standing your ground and getting it somewhat sorted ! Ignore the people who assume you should always be fully stocked in between food shops . They probably have a butler doing it all for them x