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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Tesco online delivery and customer service is poor

30 replies

megabored · 29/06/2012 10:58

Placed an order for online delivery 4 days ago for it to arrive yesterday. Waited for the designated time expecting my lovely groceries. Did not arrive. Called customer services, rebooked order for this morning. Still nothing. Called customer services after designated time of delivery arrival, they cannot deliver till tomorrow. Lovely guy at other end tried to call the store for delivery today anytime (means I have to stay at home all day) or for tomorrow, means I have to go to shopping for food today for this evening. They have me by the balls (if I had any). AIBU to be upset about this?

OP posts:
Original poster
megabored · 29/06/2012 10:59

Sorry, really Angry. They could not initially deliver because driver was I'll but they did not call me to tell me.

OP posts:
jubilucket · 29/06/2012 11:00

YANBU, complain, demand money back, and take your custom elsewhere anyway.

Original poster
megabored · 29/06/2012 11:03

Meanwhile I have to spend another 3 hrs shopping elsewhere. And it being the weekend, I probably won't get a slot or delivery when I want (would have to stay waiting for it again).

OP posts:
Megalosaurus · 29/06/2012 11:04

Tesco have always been really good here. I've never had to make a major complaint about the service, and all the niggly complaints have been resolved really quickly and with vouchers/money off to apologise.

YANBU to be upset about it though. Can you call the shop directly and ask for them to re-arrange it?

ObiWan · 29/06/2012 11:06

That is pretty awful. I think it must vary from store to store.

The only time they've cancelled on us, they phoned ahead, rebooked for whenever we wanted it, and gave us £20 in vouchers.

IME individual stores don't like being complained about, they are very target driven and complaints make them look bad.

I'd keep phoning customer services for .com (the grocery delivery customer services) and complain until they give you stuff Grin

Glittertwins · 29/06/2012 11:06

Do you know if the order comes from the local store or a warehouse? I've been into our local store and kicked up a right stink before now but in 5 years of using it, we've only had two cock ups.
1 because it was "suddenly" decided that the van drivers were being trained and couldn't deliver and the muppet at central customer services totally failed to get our order rebooked properly and so couldn't get a delivery slot at all and 2 when the idiot packer at the store brazenly told driver they had run out of labels but don't worry, all this stuff is for your last delivery. Guess what, it wasn't, it was ours and customers services did not ring his phone to tell him to come back as we got the same driver the following week who told us what had happened and looked totally surprised when we told him he'd been called but not picked up. He must have been a bloody good actor or cust services didn't call him. Our money is on the latter.
Demand your delivery charge back and some money back for the inconvenience. I told them I would be charging them babysitters fees so that I could get our shop after cock up 1 as we had no fresh food and milk for the kids! £10 and delivery charge got credited back.

Glittertwins · 29/06/2012 11:08

Oh, I have a landline number for the 0845 number instead if anyone wants it so pm me. Damned if I'm going to have to pay them to sort out their mess!!

Original poster
megabored · 29/06/2012 11:10

They have given me Gbp 10 for inconvenience and tried to rebook with store but they cannot tell me when they will deliver today so have to stay home all day waiting. Really confused. Shall I just cancel it so that they know how Angry and Sad I am? Or wait? Cancelling means I have to spend 3 hrs shopping in store. Have already spent almost 5 hrs on this this week. (online shopping took 1.3hrs, waiting for delivery, complaining to customer services, and now mumsneting) Blush

OP posts:
Original poster
megabored · 29/06/2012 11:14

glitter, thanks. I have the stores number. But I am sure they know I cannot do anything except wait for their good-will.

OP posts:
Gumby · 29/06/2012 11:30

I'd cancel and rebook with sainsburys
Never had a problem with either tbh

shaketheshame · 29/06/2012 11:35

YANBU

I was using them for years but I have switched to Sainsbury 3 months ago. The reasons were : Very late delivery or no delivery, hours spent with the customers service to sort out new delivery time, lots of products missing..I have tried to give them another chance last week end..lots of products missing so I'm back to Sainsbury.

Original poster
megabored · 29/06/2012 11:36

Tried calling them twice. Cannot even cancel delivery as their system is down!!! AngryAngryAngryAngry and SadSadSad. I cannot believe this. Why me??!! Woohoooo hoodoo....SadSad
Well, I may snipe at this one day but not today.

OP posts:
Original poster
megabored · 29/06/2012 11:37

Smile... Not snipe. Bloody iPhone not helping now.

OP posts:
MrsMicawber · 29/06/2012 11:37

This reply has been deleted

Message withdrawn at poster's request.

Ciske · 29/06/2012 11:42

I've used Tesco Online for years and they're very good around here. Shopping not delivered yesterday due to the extreme rain, which is fine, I understand why they pulled their drivers off the road seeing how dangerous it was out there.

Got a call this morning with apology and £20.00 vouchers. Drivers are always friendly as well.

Tee2072 · 29/06/2012 12:21

If you have Twitter, @UKTesco. They have been spot on with the cockups lately with my deliveries and much more responsive than the customer service people.

Shutupanddrive · 29/06/2012 13:40

Even if you do cancel today, it could take up to 10 days to be refunded your money so you might be better waiting. I would ring them again though to check its definately coming

Original poster
megabored · 29/06/2012 13:47

shutup(that's a funnyname to be starting a response with), I calle them again. Their management number this time. They now say they cannot deliver at all today. So now have confirmed will deliver tomorrow morning between 8-10. Meanwhile they have given me another £20 voucher. (£30 in total). I have spent half a day chasing them.
So I go and check my order to see if I really have a delivery slot for tomorrow. Yes! Result! However, my £90 order is now totalling £360. HmmHmmHmmHmmAngry
I really no longer have the patience to yell at them.
I am going to count to a 100000 before I act.

OP posts:
CarrieBradshawsManolos · 29/06/2012 13:53

Oh I agree Tesco delivery are completely shite. I've nothing but trouble with them, and the bloody milk always leaks! Hmm Go to Sainburys I've never had any trouble with them (and their delivery drivers are so much nicer than Tesco's). And if you spend over £100 with Sainburys it's free delivery.

AngelsWithSilverWings · 29/06/2012 13:54

I've used Tesco's grocery delivery service for years with no problem - until the last 6 months that is.

Lately I have had to put up with deliveries being almost two hours later than expected on a quite a few occasions.

On one of the May bank holidays I had a delivery scheduled and they phoned me an hour before to say they couldn't do it due to lack of staff.

I did get £20 in vouchers for the cancelled order but I'm at the point of switching to Waitrose - just as soon as I get around to cancelling the direct debit to my Tesco account.

I can only assume that they have cut back on the number of drivers they employ.

Shutupanddrive · 29/06/2012 13:58

How has it got to £360? Shock bastards Angry

OpheliasWeepingWillow · 29/06/2012 14:00

Argh I HATE Tescos online. Once they delivered the wrong shopping in the same bag as my shopping and well as half my order being missing, refused to collect the incorrect shopping for days on end until I actually ate the incorrect food as it was a day past expiry, at which their customer services witch SCREAMED at me. And did my 'real' shopping ever turn up? Did it feck.

Lovely.

I swapped to Ocado.

melodyangel · 29/06/2012 14:12

I hate online shopping. Have used tesco - late or no show, and Ocado who helpfully left all the shopping out in the rain for god know how long but all the bags had about an inch of water in the bottom Angry

Haven't tried since but tempted by waitrose offer, link below, anyone used waitrose? How was it?

waitrose offer

Hope you get it sorted soon OP.

Latonia · 29/06/2012 15:27

I've used Tesco deliveries for a couple of years and found them good. The drivers are pleasant and helpful - I'm hard of hearing and if I don't hear the doorbell they will phone me to say they are here.

When I tried Ocado, the driver didn't get a reply and left. So had to wait about 6 hours before he returned.

CJ2010 · 29/06/2012 16:37

Up until about 3 weeks ago, I had used Tesco online grocery shopping for years. The service has steadily gone downhill and so I switched to Sainsburys - so far so good.

The last straw for me was a crate of my shopping was bought to my door, soaked in milk, driver couldn't give a shit. I had to 'dry off' my shopping before putting it away. Also, the packers never seemed to have any common sense, soft fruit would be placed in a bag with a load of glass jars or a bottle of pepsi, so it would end up squashed.

Then when I phoned customer services, It was like they were reading a script. I would get an emotionless apology and an £10 voucher emailed to me to spend on my next shop with them - err fuck off!

OP, I'd switch to another supermarket.