Tesco home delivery - is the business in trouble?

[middleeasternpromise]

Anyone know if something serious is going on with Tesco ? I have had a number of deliveries just not turn up in recent weeks. Tesco have removed their complaints email so there is no way to escalate a problem and get an informed response to concerns. There is a whatsapp bot but they use scripts so I am not actually getting information. Last time I got through on the helpline they said they would raise a complaint on my behalf and I hever heard anything back. Very different to how they used to manage problems.

Never any issues with our home delivery, either in the past or currently........not heard any rumours of troubles either.

Maybe it is an issue with your store rather than nationwide?

We get weekly Tesco grocery deliveries as well as online clothing orders from them - never had any issues

Just moved house and tried Tesco instead of ocado and they were awful, didn't bring it in the house and it wasn't in carrier bags. Then tried Morrisons and ALl the meat was out of date the next day, so we are back to Ocado.

We have them every week and all fine, they even got to us when we were knee deep in snow at the start of the year somehow!

I made a Whoosh order not long back and it didn't turn up. I called the customer service number and he was brilliant, refunded me immediately and gave me a voucher for a fiver. I was most impressed!

No issues at all. I order weekly and rarely even have subs

I've noticed the request refund option has disappeared and the only options you have if you have an issue is to return the item (defeats the point of an online shop) call the helpline or use a WhatsApp bot. Its put me off ordering in future.

I hope not, as so far, it has been the only reliable online supermarket shop for around here (rural Wales)! Hopefully, it is just your area, and will be rectified soon.

If I order from Morrisons, etc. there is always a lot of items out of stock and 'WTF?' substitutions. Some supermarkets/online sellers, like Ocado, do not deliver to our area at all.

Not delivery but click and collect issues

in my local Tesco you pulled up at your appointed time next to the delivery van and they opened the van and gave you your shopping

now you have to pull up in an empty spot and ring them or scan the QR code. They will they get your shopping out of the warehouse, try and get in a lift one of which is usually broken, and bring it out of the store to you

absolutely rubbish

Their financials are stacking up pretty well this year - it may have some operational niggles but it’s probably safe to say it’s not in trouble financially.

I wonder if it’s a staff recruitment issue. I understand they only do part time roles and don’t pay well. Maybe drivers have gone to do food or parcels delivery instead.

We had a Tesco delivery not turn up last week. First time in about 20 years that I’ve been using them. We had no phone call to say it wasn’t coming. The tracking updated a few times and kept saying it was on the way. We stayed up until 11:30pm when we realised it probably wasn’t going to come (9:00-10:00pm delivery slot).

I tried WhatsApp but because it was past 11:00pm I got an automated reply. I tried again the following day and got chatting with a real person who said the driver ran out of time. I’d been tracking him since 8:30pm and he wasn’t that far away and we were always showing as the next stop.

I had an apology from the person on the other end of WhatsApp but no goodwill voucher or anything. Apparently they’re going to give feedback to the store because they should have contacted me.

Helpful to hear, I think it must be a store issue but interestingly they won't tell me which store it is that handles my area (I know its not the local shops as the drivers are always coming from somewhere outside the M25. Glad some of you are getting a decent service, although it makes me even more cross at how they have treated me

My mum has her delivery come from somewhere secret too. Mine is from our local store but we have a massive distribution depot nearby so assume it’s there. They never give a straight answer!

No issues here. You can whatsapp them for complaints. I did this last week as my courgettes weren’t in great condition and they replied swiftly and refunded me.

“Adjusted Operating Profit: Tesco now expects to hit the upper end of its £2.9bn to £3.1bn guidance range. This is an increase from the earlier guidance of £2.7bn to £3.0bn provided in October 2025.“

So no. I don’t think Tesco is “in trouble”.

How many WhatsApp messages did it take? I’m just curious

i was happy my online refund from Ocado for squashed sausage got confirmed as a refund before the ‘we’ve got your request’ email came through it was the first time ever

I’d have rather had my sausages though

Driver recruitment issues in some areas don't ask me how I know🤔🤣

I did the whatsapp it was a reported wait time of 2 hours but actually it was an hour. That does work to a certain extent. They told me the order was cancelled 'could not deliver' - but thats what they say every time and we never get clarity on what it means. They did on this occassion offer me £7 goodwill gesture which after delivery gives me £2. Last time they offered me nothing but signed off with 'stay safe' 😀

Anyway I've agreed the refund and signed up to Sainsbury and all of a sudden the Tesco shop has arrived 3 hours late. Driver is a bit reluctant to say much but eventually alludes to shift change shenanigans. He wouldn't tell me the location of the secret store. I think it might be in some sort of witness protection scheme

Click and collect at my local store never refund anything you leave behind, without contacting via WhatsApp.
Also went in store for some stuff on Monday and lots of empty shelves, which is strange.

They did on this occasion offer me £7 goodwill gesture which after delivery gives me £2.

surely they should have given you £10 goodwill and refunded your delivery?

I get a big shop delivered every week and no problems at all.

Doubt it, I can barely get a Tesco slot around here because of how popular it is

I also get a weekly big shop, no issues here. Mine comes from the Extra in my area.
I always found their (helpline) phone service to be one of the best I’ve used, so was miffed they made me use a WhatsApp chat for issues with my orders, but tbh it’s super easy and I get my refunds etc.

No one gives out carrier bags these days! It helps the environment.