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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:
sleepyhappymummy · 02/12/2010 18:00

Same here with Tesco, delivery should have been here between 5&7 on Tuesday, website saying all day to 'rest assured' they would ring if a problem. When I rang then at ten past 8 they said it had been cancelled at 9am!! I dont blame them for cancelling, but a bit of warning would have meant I'd have tried to go out earlier - I'm 2 weeks off giving birth to twins & have a toddler, so not the easiest to get out just now. To top it off I had no loo roll :-)

Alibabaandthe40nappies · 02/12/2010 18:00

I've got an Ocado coming at 8.30 tomorrow which is still coming. I am expecting them to be late because of the roads.

They kept delivering through the snow last winter. IIRC there were loads of threads like this and far fewer Ocado orders were just cancelled than Tesco and Sainsbury's. We had one delayed by a day, they didn't just e-mail and say 'sod you we aren't coming at all'.

DiamondShoes · 02/12/2010 18:09

Ocado cancelled on my today.

DiamondShoes · 02/12/2010 18:09

*me

Doyouthinktheysaurus · 02/12/2010 18:13

I know it's a nightmare when they cancel and don't tell, happened to us in January but really the roads have been so bad today, I wouldn't say it was safe really.

whyamibothering · 02/12/2010 18:16

Its fair enough to postpone orders when roads are a nightmare, yes no one disputes that.

To cancel orders altogether into a black hole of cyberspace never to emerge again, no. No, excuse. Not acceptable.

BootyMum · 02/12/2010 19:00

Agree with whyami - fair enough to postpone orders but not to call those customers waiting to let know is inexcusable...
Also they really should check whether these customers would like their order delivered at a later time, not just casually cancel their order entirely and tell them they have to re-order all over again.
And, if they want to be really spot-on with good customer service they should offer a little something as a "sorry for the inconvenience", say £5 or £10 off the next order or a little box of chocs or wine with their next order. I bet John Lewis would do this if it did grocery home delivery! [I love John Lewis!]
I have attempted to order on-line groceries with Tesco once and found their customer service to be appalling. So never again, I now order through Sainsburys or Ocado and have been very happy with their service.

AnnieLobeseder · 02/12/2010 19:06

I had a Sainsbury's order due today. I guessed it would probably be cancelled, so I had planned to phone our local shop (where our orders are packed) to ask that if they couldn't deliver, could they still bag it up for me so I could collect it.

They called me to say my delivery was cancelled before I called them, and I asked if I could collect it, but they said they didn't have enough staff in to put orders together. So in I trudged - we had no food left.

I'm not all that surprised deliveries are being cancelled, but they really should be letting people know well in advance.

Imarriedafrog · 02/12/2010 19:09

This reply has been deleted

Message withdrawn at poster's request.

sunshineriver · 02/12/2010 19:15

Tesco have done that to me in the past without the snow, took my £140 in payment and phoned me ten minutes into my 10-11pm slot that I had waited up for that they couldn't come and they couldn't fit me in for a few days - I found a slot on the internet for delivery sooner, but could not order the stuff as I'd have to pay for it, and they had all of my money.

I decided to cancel my order entirely and have not shopped online for groceries from any supermarket since.

They did offer me £10 off vouchers though - so I'd def push for some compensation - they make enough profit, so I'm sure they can afford it!!

MayDayChild · 02/12/2010 19:33

Def give tesco a verbal and expect £10 vouchers they dole this out to me frequently. However they are so bad I now use ocado, who also cancelled today but my order sits in cyber space so I clicked three times on my iPhone and voilà whole order moved to Sunday, next avail delivery.
My mum is incensed with tesco as they cancelled her yest but now refuse to honour all the discounts on booze that ended today. She Was stockpiling for christmas
We live in Kent under 12 " of snow and tesco deliver from a depot in Croydon 15 miles away which whilst not that far away, takes an hour to drive to without rush hour/snow thrown in. There are 3 huge tesco within a 2 mile radius so god knows why it comes from Croydon.

nannyl · 02/12/2010 20:35

moral of the story is use OCADO

we have thick thick snow here in Yorkshire

they couldnt get up my road (even with snow tyres) but WALKED my shopping into my kitchen last night.

see here

bigchris · 02/12/2010 20:40

' Add message | Report | Message poster PaisleyLeaf Thu 02-Dec-10 17:42:03
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.'

Sorry but lol
tesco is not the fourth emergency service you know Grin

ItalianLady · 02/12/2010 20:44

My waitrose order was booked yesterday for today and was cancelled this morning. Have rebooked for Saturday but no idea if I will get it.

herbietea · 02/12/2010 20:50

This reply has been deleted

Message withdrawn

Silverlace · 02/12/2010 20:51

Tesco cancelled on me yesterday but they did call so I went to the store and did my shopping and passed an Asda van on the way delivering in our village!

bigchris · 02/12/2010 20:52

The people picking your shopping off the shelves , scanning it at the checkout and packing it are at home with their kids because the school is shut
therefore the big lorries have no food to deliver

PaisleyLeaf · 02/12/2010 20:52

bigchris - that's what I meant (The hospital needed staff to deliver babies etc) - but the sarcasm didn't come across.

Acanthus · 02/12/2010 20:55

God yes, use Ocado. They canceled on me last year in the snow. emailed me at 9am (which I didn't pick up) then phoned on my mobile at 11 and I rebooked the delivery for the following day over the phone. And money off the next order IIRC. Bloody marvellous.

Meglet · 02/12/2010 20:55

Sainsburys cancelled my delivery this evening. They said their vans kept slipping off the roads.

It's all very well saying the roads are clear but where we are the main roads are ok(ish) but the side roads and estates are deadly. None of the cars in our road have moved today so I wouldn't expect the supermarkets to deliver.

Acanthus · 02/12/2010 20:56

Ocado Annie we know you're reading this Xmas Grin

bigchris · 02/12/2010 20:56

Ah i see Grin

Meglet · 02/12/2010 20:57

...and sainsburys let me re-schedule for monday. The order wasn't cancelled outright.

nannyl · 02/12/2010 21:02

have winter tyres on all there vans

nannyl · 02/12/2010 21:02

that was supposed to hay OCADO have snow tyres...