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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

disgusting service by Tesco grocery delivery

121 replies

merrywidow · 02/12/2010 17:02

Mum is incapacitated, lives alone in Kent. I do all her grocery shopping online with Tesco. Placed order on monday, first delivery slot I could get was Wednesday. Wednesday the snow came but Tesco didn't. Mum waited today and by lunchtime I said I would look online to see what had happened to it. The website told me the order had been delivered. I called them, they apologised it hadn't been delivered and told me all the orders in the area had been cancelled due to the weather.

BUT THEY HADN'T NOTIFIED US THEY HAD CANCELLED THE ORDER!!!!!!

They then inform me that people had now taken up the slots for delivery and they could not deliver until wed 8th december and I have to go back online and reorder all the stuff. They were sorry about that, but nothing they can do..Oh they did say they could book it for me then on the phone if I wanted to but no delivery slots until 8th december.

What kind of fucking service is that?

OP posts:
KickButtowski · 02/12/2010 17:12

I don't think that the lack of phone call makes any difference. Same thing happened to me today - they called to let me know, but so what? I am stuck at home in Kent with 25 inches of snow, no shops within walking distance and no chance of getting my car out. I can't believe that they can't get their lorries out - Plenty of 4x4s and lorries are going up and down our hill, so what is their problem?

I agree that it is crap - what exactly are we supposed to do for the next 7 days?

Original poster
merrywidow · 02/12/2010 17:18

I cant believe they just cancelled the orders , I was told 350 of them alone in Kent yesterday... oh sorry mate can't fit you in today and actually we're not going to even bother to come at all.

OP posts:
Original poster
merrywidow · 02/12/2010 17:20

And every little does not fucking help - it doesn't matter they have a stranglehold on the british households pocket anyway

OP posts:
SoupDragon · 02/12/2010 17:22

I can believe that they can't get their lorries out. I can also believe that their staff can't get in to work leaving them with no drivers. Perhaps they should use flying reindeer and a sleigh?

whyamibothering · 02/12/2010 17:24

This seems to happen all the time with Tesco and the slightest hint of bad weather.

Buses are running with normal frequence. Tesco don't seem to have available staff. Fair enough I suppose, but they do then cancel your order. I used to think they prioritised existing orders, but they don't and if all delivery slots are full until kingdom come, you won't get your groceries you've been expecting and probably earmarked for tomorrow night's tea with no notice at all.

I do think they should ring customers and put everyone back a slot or two or a day rather than some people not receive goods a all. Cancelling orders is not right.

Original poster
merrywidow · 02/12/2010 17:30

does anyone know if sainsbury or ocado do this cancelling the order crap?

OP posts:
sleighBELLasringing · 02/12/2010 17:31

I had a huge order scheduled for delivery today between 3 & 5pm. I had an email at 12.21 to say they had cancelled it. Poof gone, just like that.

Mummynumber2 · 02/12/2010 17:37

I suppose if their employees can't get to work they have't got people to drive their trucks. If you can't get to the supermarket chances are they can't either.

It's bad they can't try to fit your mum in sooner though op. I hope you get it sorted.

Original poster
merrywidow · 02/12/2010 17:37

Apparently, they can do this as its in their 'TERMS & CONDITIONS'. They dont make that clear when they advertise do they

Its downright dispicable

OP posts:
SoupDragon · 02/12/2010 17:38

Ocado don't appear to be taking any orders for delivery before Monday.

SoupDragon · 02/12/2010 17:38

Seriously, what do you expect them to do??

dreamingofsun · 02/12/2010 17:39

ocado had a computer glitch a while back and they claimed they phoned (which they didn't) however they did deliver the next day (and i didn't have to reorder or book a slot). though they didn't include any frozen as their system couldn't cope with that and they forgot to tell me this

Original poster
merrywidow · 02/12/2010 17:39

fair enough they are having difficulties due to the weather, I'm reasonable.... but cancelling like sleighbells order and then they didn't even tell us.

I am furious

OP posts:
PaisleyLeaf · 02/12/2010 17:42

There was a shout out on our local radio today for anyone with a 4x4 who might be able to get hospital staff to work today.
Maybe tesco should do the same thing.

feistychickfightingthebull · 02/12/2010 17:43

Second SoupD, no Ocado deliveries until Monday which is a complete disaster - but if they cannot get the staff in then there is nothing they can do. Sorry about that OP, they could have at least called to inform you and offered you a slot on the 8th so that you wouldn't have to do the order again. This is why I loathe Tesco, I had issues with my shopping delivery many years ago and they were so rude about it I vowed never to use any of their services again...........and I haven't. YANBU btw

TattyDevine · 02/12/2010 17:44

I had an Ocado delivery today. 2 hours ago in fact. We are drowning in snow here, the cat nearly dissapeared! Grin

I heart Ocado.

They weren't even late!

Mishy1234 · 02/12/2010 17:44

I can understand your frustration, but I can well believe that they can't get lorries out. Also, they have a duty of care to their staff to ensure that their safety is a priority too. I wouldn't be too chuffed if DH was a delivery driver and was being forced to drive in unsafe conditions.

However, there should be a provision to prioritise cancelled orders over new ones.

TattyDevine · 02/12/2010 17:45

Ocado would ring though. They ring me if they are going to be 10 minutes early to see if its convenient.

Generally the only thing that inconveniences me is their bladdy phonecalls!!!

Really, they just wouldn't do that. If they had to cancel, they would ring and you'd probably get free wine with the next order.

eatyourveg · 02/12/2010 17:45

do you want a kentish mner to drop by with an emergency hamper for her?

TheNextMrsDepp · 02/12/2010 17:47

I don't have a problem with them cancelling orders, but they should always tell you. We had a message from Tesco on Wednesday, a good 6 hours before the delivery was due, to say it was cancelled - I printed off the list and drove to Sainsbury's!

BaroqinAroundTheChristmasTree · 02/12/2010 17:48

Asda delivery man, bless him, turned up at 11.45 pm on Monday night. He rang me earlier to say he was already running really late, and wouldn't be able to make it until at least 11pm. I said that was fine. 11.45 he turned up, half frozen, knackered and apologising profusely. Our (minor residential street on a hill) was already covered in a layer of snow and previous sleet had turned the road to ice).

I still keep hoping I was his last delivery of the night Sad

silverfrog · 02/12/2010 17:48

I had an email earlier today, cancelling my Ocado order for tomorrow!

It was a very nice, apologetic email, but order still cancelled.

not sure what else they could do though - if they can't get to me, they can't get to me.

dh was incensed, but I did point out to him that at east they let us konw, rather than have us wait in all day for a no-show

oh hang on, we're snowed in.

guess we'll be waiting in then Grin

LadyThumb · 02/12/2010 17:50

My brother is currently in the Midlands, from Devon, delivering much-needed supplies to various supermarkets - he's in a 44ton HGV! Bet he'll be pleased to hear that all his effort, and it has been horrendous over the past few days, has gone to waste!!!

SoupDragon · 02/12/2010 17:53

How has it gone to waste? some people will have managed to get to a supermarket themselves. I will hike up to Waitrose tomorrow in the hope they have had some milk delivered. May phone to check first mind you!

Original poster
merrywidow · 02/12/2010 17:55

Thanks eatyourveg, she has good neighbours, one of them was off to the supermarket the other day and asked if she wanted anything and she told them it was ok, tesco were coming. They are helping out now.

Its up to my mum where she wants me to shop for her, but I want to change it.

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