disgusting service by Tesco grocery delivery

[merrywidow]

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?

well evidently their winter tyres aren't helping that much given how many people have posted on this thread to say they've had to rebook their Ocado delivery

Ocado has cancelled on us TWICE this week - leaving an injured woman and a toddler with no nappies, food or wine! Grrr!!!

I am from Kent and a community carer, I tried everything to get my car out this morning, this afternoon and this evening but I just cant get it out of the road (that I abandoned it on the night before). So not all roads are clear...

That said it is terriable service and you would have thought that a company as big as tesco's would be able to afford 4X4 vehicles for just this purpose...

ahhh - but do they have \link{http://your.asda.com/2010/11/25/operation-snowflake\sledges} in any of their vans to help get teh stuff from the van to the house in the snow

Merrywidow - sorry about your Mum's order. It's awful when you live so far away and can't just pop a few bits around for her :(

I had a Sainsburys delivery yesterday, it was a 'heavy' order (water, washing tablets, drinks, potatoes etc) and I was expecting some solid bloke, I felt really bad when it was a very slightly built woman, older than me :( I couldn't even help her (not allowed to lift at the moment) but she wouldn't have let me anyway - very feisty! But I felt awful.

I know she chose the job, I know that it's 'sexist', I know that it's 'ageist'... yadda yadda yadda but I still feel bad :(

[Oh should have explained - I felt especially bad because our front door is up a flight of snow covered stairs!!}

Snow tyres or sledges in the vans won't help the staff get to work

Them canceling doesn't mean the vans can't get out it child mean that there are not enough people to keep the service going, if employees can't get to work they can't send e orders out simple as that. They can't force drivers that can get in to work longer and I doubt many would want to. I didn't book my weekly shop this week as I knew what weather was coming. I wrapped up and walked to the shop instead, cold yes, time consuming yes, but in the grand scheme of things not that much of a hardship.

I think they definatly should have rung to say it wasn't coming but do you think other people should have list their slots to fit in the ones that couldn't be delivered this week? How is that fair to other customers as well? Laying on extra staff isn't always the option as you have to get purple to agree, and at this already busy time of year it would be harder still.

They did that to me - it was the shop for my 40th birthday party, to be delivered the evening before & I was 8 months pregnant. There was no snow - it was summer. They said there was a problem with my card (there wasn't - I used the card for several years before and after this incident including at Tescos) and that they called me on my mobile to tell me - this was a blatant lie as I received no call, no missed call & no message & yes they confirmed they had my correct phone number. I never got an apology either at the time & when I wrote & complained I never got an apology then either. They are too big & don't have to give a fuck about their customers or proper service.

All sorts of things are being cancelled or shut due to the snow.

And if you don't like tesco, stop buying stuff from them.

Am I the only person on Mumsnet to never have had a problem with Tesco?

backwardpossum I think you probably are - don't worry they'll get you before too long

Sainsburys rang me 15 minutes after my slot had ended to say they were running late and no idea of delivery time. The driver rang again later before he was about to deliver. I was over the moon to get my shopping as they were going to have to cancel lots of deliveries. I got my groceries at 2.15 which was 3 hours 15 minutes over my delivery slot (not that I cared just glad to have the food) and the driver had 3 more 'morning' deliveries to do after mine.

I was even more pleased to discover that sainsburys policy is that if they are 1 second late delivering to you in your chosen 1 hour slot they give you a £10 voucher to use on your next order, very handy at this time of year.

Ocado made it here at 8.30am for my 8.30-9.30 slot.

The roads here are a nightmare and we've had no post for 3 days so they've put the postie to shame!

my tesco order arrived, but its not really snowing here.

tbh i feel for the staff atm in snowy areas. the poor bloke delivering my order was shivering like mad and he had on loads of layers.

there are some areas which are impassable atm, and we need to be cutting them some slack. if people are being told to stay indoors unless they HAVE to go out, then surely this works for supermarket workers as well?

My brother is an Asda delivery driver and his store have cancelled all of their orders. He says its not just the roads that are dangerous but the pavements as well. Most of the pavements are covered in sheet ice and its just not safe to walk over while carrying heavy shopping.

"They are too big & don't have to give a fuck about their customers or proper service."

Although, interestingly, they gave me a £10 voucher when i complained that they had charged me 1p for my 'free' copy of the Daiy Mail.

good one soupdragon - I'm still completely puzzled and perplexed as to why they treated me like they did. And the two people I spoke to in customer services were both asses and not one of them said sorry!!

My Ocado delivery, which was due to arrive at 6.30pm today, has been cancelled. They did at least give me 24 hours notice by text and email though.

I don't think anyone is saying that delivery drivers should be expected to work in dangerous conditions. So it's not unreasonable that supermarkets may have to cancel orders for the day/s they are affected by lack of staff or inappropriate driving conditions. They do have a duty of care towards their staff after all.

However these big businesses also need to consider the importance of good customer service and relations. Therefore they should contact customers if their delivery is being cancelled or delayed. They should offer another delivery day and time [subject to weather conditions of course] and not just cancel the order entirely - unless the customer directs them to do so. And they should offer some compensation as a gesture of good will - ie voucher towards next order, free item, etc. And a sincere apology and acknowledgement of inconvenience caused is always much appreciated.

I have had an example of poor service from both Tesco and Sainsburys. Tesco customer service couldn't have been less interested and kept justifying their [frankly inexcusable from the customer perspective] position. Hence I no longer order from them.

Sainsburys customer service however was helpful and friendly and agreed that the service was substandard in this instance. Without my prompting they decided to offer me a refund of damaged item and also gave me a voucher towards my next shop with them.
I have been happy to continue shopping with them.

My Ocado delivery - containing all the supplies for DDs seventh birthday party tomorrow and all important wine for me afterwards! - is on its way. It was due at 11am but had a phone call from the driver apologising profusely for being late and assuring me he would be here soon. And we've got lots of snow up here in East Yorkshire. I love Ocado. My friend had an Asda delivery booked for yesterday which just didn't turn up. No phone call or anything.

Im with BootyMum, ive worked in retail for years and no one can get it right all the time and in this case the weather is out of everyones control, but its how they deal with it that determines whether you will shop with them again.