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Original poster

Tesco delivery cancelled

72 replies

chocolatesaltyballs22 · 25/02/2022 14:44

Has anyone else had their order cancelled today with very little notice? Am fuming. Tried to get through on the phone and guess what, there's a long wait time. No explanation or compensation given. I pay for a delivery pass and I now can't get another delivery all week - fuming!!!

OP posts:
ExtraCreamy · 25/02/2022 16:14

Tesco head office staff member here.

It's because of system issues. We don't have any more info than that. It's affected a lot of stores and a huge number of orders. We're doing our best to let everyone affected know before their slots but it's not an easy job because of the huge numbers involved. Please cut us some slack.

BeforeGodAndAllTheFish · 25/02/2022 16:18

These things happen.

It is very annoying. It is inconvenient. It makes things harder for you for this one part of your day.

But, it's just one delivery. Getting this worked up over one delivery is just a recipe for a miserable life. Calm down. Don't sweat the small stuff.

It's different if they have charged you and you're on a low income with no leeway. If they have charged you and you cannot afford any more food until you get the refund, which can take days, then that is a problem. Is that what has happened?

Your GP receptionist will be able to refer you to a food bank but some food banks dont need a referral.

BeforeGodAndAllTheFish · 25/02/2022 16:20

@dizzygirl1

When covid hit, almost every town and village set up a local Facebook group or Nextdoor group with the purpose of providing help and support. Those groups are still going. Most people would be able to post asking for someone to collect their shopping.

Or call family. Or call a friend.

I'm just saying, it isnt worth getting yourself worked up into a state. It isnt good for you.

dizzygirl1 · 25/02/2022 16:22

[quote BeforeGodAndAllTheFish]@dizzygirl1

When covid hit, almost every town and village set up a local Facebook group or Nextdoor group with the purpose of providing help and support. Those groups are still going. Most people would be able to post asking for someone to collect their shopping.

Or call family. Or call a friend.

I'm just saying, it isnt worth getting yourself worked up into a state. It isnt good for you.[/quote]
My local ones have finished, I don't have anyone local I could ask, my parents are 250 miles away....
Assume away....

Pemba · 25/02/2022 16:35

Extracreamy - 'system issues' do you mean your computer systems or what? If even staff in the head office don't know, what chance do the rest of us have? Seems inefficient.

People may be more inclined to cut Tesco some slack if there were any signs of an apology or explanation, as pps said. Not hard surely to add this into the (emailed?) cancellations? Basic customer relations you would think, even if the admin staff don't know the full story. Like pps said, not everyone can just jump in their car and might have been relying on the delivery.

girlmom21 · 25/02/2022 16:36

Have they taken payments for the cancelled deliveries?

GirlInACountrySong · 25/02/2022 16:40

@Pemba

Extracreamy - 'system issues' do you mean your computer systems or what? If even staff in the head office don't know, what chance do the rest of us have? Seems inefficient.

People may be more inclined to cut Tesco some slack if there were any signs of an apology or explanation, as pps said. Not hard surely to add this into the (emailed?) cancellations? Basic customer relations you would think, even if the admin staff don't know the full story. Like pps said, not everyone can just jump in their car and might have been relying on the delivery.

So you've had an explanation there and yet you are still being rude and sarky

They can't win

System issues are just that. We have had similiar at work with customer orders today too. We do our best to notify.

CrappyXmasMarket · 25/02/2022 16:45

This has been going on for weeks though. Like I say we've had 3 deliveries not turn up/cancelled at short notice. No apology vouchers, no explanation, no call from anyone, not even a bulk email to customers, nothing.

All my goodwill is extinguished and I don't think I'll bother with Tesco deliveries again. It was getting increasingly difficult to book a slot as it was, having to try and book a week in advance.

I understand people have issues but the communication has been zero.

ExtraCreamy · 25/02/2022 16:49

System issues do generally mean something has gone wrong with the computer, yes, but we don't get given more details than that. It's a template that gets text/emailed out to let people know, different templates depending on issue, but they all include an apology. I do know the original issue has been sorted, but there's been a knock on effect on the rest of the day.

thenightsky · 25/02/2022 16:52

Mine's been cancelled too. First time ever. I'm North Lincolnshire.

MadisonAvenue · 25/02/2022 16:52

Mine wasn’t cancelled by out of the last five deliveries only one has arrived in the booked time slot.

Pemba · 25/02/2022 16:53

I am not the one being 'rude and sarky' Girl And that is not an explanation! I appreciate that the Tesco member of staff does not know the reason herself, and that is the fault of senior management, but how hard is it to add a genuine seeming apology into each email sent or phone call made to a customer who is being let down?

BeforeGodAndAllTheFish · 25/02/2022 16:55

@dizzygirl1

I just dont believe that your town has no local Facebook group or that you've got no local friends in your area you could text and ask for a favour.

You would need to be living a very isolated life to not have anyone in your own town to ask for help.

Pemba · 25/02/2022 16:56

OK I see the Tesco member has said an apology is included. I was just going by what pps had said that there was no apology received.

Pemba · 25/02/2022 16:58

Like in CrappyXmasMarket s experience above.

ancientgran · 25/02/2022 17:01

@liquidrevolution

Mine was 30 mins late. I'm in the SE. Driver said problems with dispatch computer (or something, was only half listening). Maybe its national?
That happened to me once, computers went down, eventually got through to customer service and told I wouldn't get the order. Set off to do the shopping, got home to find they had delivered. I don't know why DH accepted it as he knew I'd gone to replace it and I ended up struggling with space in the fridge and freezer. I didn't complain though, I was just glad we had food.
TheFairyCaravan · 25/02/2022 17:03

Mine was very late. I had a text saying there were delays on the roads but the driver said the whole computer system was down. It can’t be helped, can it really?

Oblomov22 · 25/02/2022 17:13

I can't believe this thread. I only rarely have a sainsbury delivery, or an Iceland delivery. But if you do have regular deliveries why are you not allowed to be cross when one doesn't turn up. Why isn't OP allowed to be cross as shocking customer service? All supermarkets have had plenty of opportunities to hire drivers, but haven't. You can't keep blaming covid, it's been 2 years.

Tryingtokeepgoing · 25/02/2022 17:14

@chocolatesaltyballs22

FFS so we're expected to just take shit service on the chin because there are bigger world problems? Ok then 🙄
Tesco has been shit for as long as I can remember, so I don’t know why you’re surprised. Vote with your feet and shop somewhere else…no need to accept poor service. Just accept that good service might cost more ;)
Oblomov22 · 25/02/2022 17:15

My friends have had 2 sainsbury abs 2 x Tesco deliveries not delivered in the last week. No notifications. No getting through to them.

Wnkingawalrus · 25/02/2022 17:15

I wonder if that means loads of food gets wasted. That’s basically a whole day or orders not left the depots/shops.

Abraxan · 25/02/2022 17:22

@Oblomov22

I can't believe this thread. I only rarely have a sainsbury delivery, or an Iceland delivery. But if you do have regular deliveries why are you not allowed to be cross when one doesn't turn up. Why isn't OP allowed to be cross as shocking customer service? All supermarkets have had plenty of opportunities to hire drivers, but haven't. You can't keep blaming covid, it's been 2 years.
I agree, odd responses compared to last similar threads. Normally people are cross if they've waited in or got back in time for a delivery and it isn't going to,arrive. Op could be needing food in that order for this evening, and/or not able to get out easily to sort.

OP is definitely allowed to be annoyed that her food shop has been cancelled last minute with no real explanation.

gamerchick · 25/02/2022 17:27

@Pemba

I am not the one being 'rude and sarky' Girl And that is not an explanation! I appreciate that the Tesco member of staff does not know the reason herself, and that is the fault of senior management, but how hard is it to add a genuine seeming apology into each email sent or phone call made to a customer who is being let down?
Because it would be a full time job if there are system issues? Hmm

People are so intolerant these days. How did people manage before delivered shopping

TheFairyCaravan · 25/02/2022 17:30

@Oblomov22

I can't believe this thread. I only rarely have a sainsbury delivery, or an Iceland delivery. But if you do have regular deliveries why are you not allowed to be cross when one doesn't turn up. Why isn't OP allowed to be cross as shocking customer service? All supermarkets have had plenty of opportunities to hire drivers, but haven't. You can't keep blaming covid, it's been 2 years.
It’s nothing to do with the lack of drivers or Covid. Tesco have had a problem with their computers. It’s no ones fault. These things happen fgs
SoupDragon · 25/02/2022 17:32

Why isn't OP allowed to be cross as shocking customer service?

Why is it "shocking customer service"? They've had to cancel one delivery due to system problems and have let her know.