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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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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:

HecTheHallsWithBoughsOfHolly · 03/12/2010 13:01

My tesco shop is due between 3 and 5. I am not holding my breath

madeindevon2 · 03/12/2010 13:09

after sainsbury cancelled on me on 22nd dec last year and refused to delivery before xmas "because of the snow" when i was STILL commuting myself every day even xmas eve... they told me....we open til 10pm cant you come after work and do your shopping!??!? um no.... im out of the house 6.30 am til 7pm...i ordered all xmas shopping online due to lack of time!!i vowed i would never use them again.
and i havent
occado every since and i LOVE them. have only ever had one order cancelled and rescheduled for next day with money off!!
drivers are helpful and polite.
ive not looked back tbh

AccidentalAcelotyl · 03/12/2010 13:12

YABU for your misuse of the word 'disgusting' in your thread title.

I think you mean the service was poor quality, thoughtless, disrespectful, or just plain rubbish or something.

But it's not disgusting unless you felt reviled by it, wanted to vomit or retch, felt like recoiling from it in distaste.... like if Tescos had turned up with the delivery on time but it was all covered in maggots and pigs innards, that would be disgusting.

DingALongCow · 03/12/2010 13:32

Sainsburys called me on Tuesday just as it was starting to snow to tell me that my delivery was being cancelled (after they had taken the money from my account of course, and fifteen minutes after it should have arrived). They rearranged it for yesterday when they said it would clear up and they would be able to get up. A quick check of several weather websites showed this wasn't true (and it wasnt, it snowed all day yesterday and we have a foot of snow now), so I cancelled it myself. I noticed that they were going to charge me the increased delivery charge as well which was another reason to cancel. I also cancelled all my upcoming orders and won't use them again until the weather is back to normal, if they can't even deal with the very lightest dusting of snow. It took them another two days to cancel and I won't get the money back for 3-5 days so not very impressed at all.

DingALongCow · 03/12/2010 13:33

*able to get out

Small grumpy people around my feet today.

maddiemostmerry · 03/12/2010 14:09

It is very bad customer service not to contact your mum.
However, if you or your family are snowed in, how do you think supermarket employees, van drivers lorry drivers etc get to work!

Mina24 · 03/12/2010 14:15

tesco didn't arrive for me either & never called.
I went to waitrose first thing and was really happy with my shopping ...no crowds and they had what i needed

mangoandlime · 03/12/2010 14:20

Hmmm, if they re-book, as a lot of you are saying they should, that will mean taking someone else's pre-booked slot, won't it?

And it's all very wll re-booking for tomorrow, or even the next day...How do you know the snow will be gone by then?

HecTheHallsWithBoughsOfHolly · 03/12/2010 15:01

I tell you what does piss me off. If they can't come - they've taken your money! Then they release your money which can take a few days. Suppose that's all the shopping money you've got?

Lonnie · 03/12/2010 15:04

I have had 1 missed delivery from Ocado that was because their Lorry broke down (delivery due beween 8-9 inthe pm) they phone me appologised sdelivered the next day at a time convinient to me and included a bottle of wine as a way of appology.

Ocado also does a weekly book slot so you always have that delivery (something I love)

eeyore2 · 03/12/2010 15:14

I had the exact same thing once from Tesco and there was no snow involved. It was the straw that broke the camel's back for me after weeks and weeks of late or wrong deliveries and poor service. I moved to Ocado. It's a bit more expensive but they never do anything like that and they actually call you, in a polite fashion, if there is any small delay with your order. When a lorry broke down once they kept in touch until the delivery was made and gave me a bottle a wine next time. I also do a weekly slot so I always know I will get my preferred delivery time. Much, much better.

HecTheHallsWithBoughsOfHolly · 03/12/2010 15:48

well, my tesco delivery just came. They walked in the snow from the main road to bring it to me. Really great!

mangoandlime · 03/12/2010 16:22

HecTheHalls...I have no experience of Tesco..but think if it isn't actually shopped by the store at the time of cancellation, no money is taken.

jollyjo79 · 03/12/2010 16:46

I can totally sympathies with your situation. On weds we were due a Tesco delivery between 4 pm and 6pm. After calling the tesco online at 8 pm as no delivery had arrived the man on the phone said that the store manager in banbury would not confirm any cancelled orders with them.
At 10 pm I called again only too be told that my order has been cancelled due to the weather which I find odd as our area is not that bad with the snow all main roads are clear and Sainsbury had delivered to a neighbor in our area on weds night. The thing that upset me was that they didn't bother contacting us, if we had known they weren't going to be coming we could have gone to co-op and got the essentials but at 10 pm its too late. The tescos online weren't apologetic and were actually rather rude that we were upset in what had happened.

I told tescos to cancel my order and would take my business else where, today I received an email from them explaining the due to weather conditions bla bla bla. It does not excuses the lack in customer services from them, I am reasonable in the sense if the roads are bad fair enough don't deliver but let people know surly it doesn't take them 6 hours to figure out they aren't coming.

sorry for the rant on your thread.

SantasMooningArse · 03/12/2010 17:02

' I bet John Lewis would do this if it did grocery home delivery! [I love John Lewis!]
tehy do, it's called waitrose home delivery- most of the non food items there are straight from John Lewis, esp. the kitchen stuff.

TBH I was mroe annoyed when our driver did turn up last year as he was lovely and told us his employer (won't say who, he might still work there LOL)got quite threatening to make them turn out. They did cancel the following delivery, sensibly.

I do wonder if a store could offer a special service for the vulnerable where you are prioritised when necessary- if you are elderly or disabled and housebound.

PerpetuallyAnnoyedByHeadlice · 03/12/2010 17:06

round here asda, sainsburys and tesco are not delivering, dont know about iceland (who should be better able to cope, perhaps, with the wintry conditions)

SantaFlaus · 03/12/2010 17:12

Well I have to say, we've got about a foot of snow, live in the middle of nowhere countryside, with no gritted roads. Our house is accessable only by 12 wonky steps, covered in ice and snow, you have to go down the side of the house and round the back.

My lovely Tesco man just dropped ours of with not a whisper of a moan.

They're not all bad

Sugarmuppet · 03/12/2010 17:12

Supermarkets and suppliers are trying! My OH and the other drivers at his work have been out since 2am. He is still not home and likely to go over his driving hours and not get home. He is usually home and only gets paid till 12pm.

dreamingofsun · 03/12/2010 17:17

i think its a lot easier to be critical sitting in nice warm houses than outside. looking at the state of the roads round here (and we really haven't had it that bad) i'm surprised anyone is delivering. good for those that have tried - but lets hope no-one gets hurt in the process. people's safety is more important than a food delivery

gateacre1 · 03/12/2010 17:18

sorry havent read all of the thread, my delivery was due today between 4 and 5
at 1pm I called to check everything was ok, lady on the phone said no problems in your area and it all looks fine
then at 245pm they texted me to say it is cancelled!!! boooooo
had to walk to M and S and spend fortune to get basics !!!!!

SoupDragon · 03/12/2010 17:40

How on earth did we cope when there were no online grocery deliveries?

HecTheHallsWithBoughsOfHolly · 03/12/2010 17:48

We had a variety of shops within walking distance and we could go and buy things.

mangoandlime · 03/12/2010 18:06

SoupDragon...they probably did what I did earlier and go shopping with my sledge, don't think I've ever seen my local butcher's so busy! The answer is , we coped.

People always want to blame someone, it's human nature.

SoupDragon · 03/12/2010 18:13

Yes, The SmallDragons and I walked up to Waitrose towing a sledge, having first checked that they had had some milk delivered.

LaurieFairyonthetreeEatsCake · 03/12/2010 18:18

sugarmuppet - your dh MUST get paid - if not that is shocking

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