To be FUCKED OFF with tesco?

[MrsKranky]

Big Shop was due to arrive between six and seven tonight. Seven came and went, as did quarter past, and no word from Tesco, who are supposed to call or text if it's not on time. Half seven I called them, and they told me they'd look into it and call back. They called back to tell me that the driver had just called and had a puncture, and she was running an hour late. Fair enough.

Quater to nine and stil no shopping (takeaway had been ordered), so I called again. Don't know what's happening, they'll get someone to call back. Ten o'clock still no shopping and no call. Called again. Shop systems and phones are down, can't get in touch with delivery driver. Nothing they can do, but don't think we'll get our shopping tonight. Told them to cancel the order, want a full refund, and we'll never shop with them again. So he offered me a £10 voucher. Um no, because I won't be using it.

When were they going to let me know it was going to be so late? When were they going to tell me it wasn't coming at all? How long were we supposed to wait? What if we had somewhere to be? Or were waiting for nappies or formula?

Just got an email confirming our £10 voucher due to our dissatisfaction.

I am fuming.

[MrsHerculePoirot]

Blimey mrskranky you've had some rude responses on this thread. Many moons ago we used to use tesco online and stopped for exactly the same reasons. Always late, every single time, never a phone call, we always had to chase where they were. Once they just didn't deliver for four hours, then delivered our shopping to some random house somewhere, then finally got it to us about 8 hours after our slot. No apology, nothing from them and we have never used them since.

We have used sainsburys and ocado at various times, although don't tend to shop online much now and both were much better.

[Pooka]

Ocado are great! The time we had the substitute lorry post- accident outside our house was a 10pm delivery - so they were still going and capable of sorting things out at that late hour.

[AlpacaYourThings]

I second the Ocado recommendation, they are great.

[whatever5]

I would be annoyed in your position too as although vans breakdown they should phone you and let you know what it going on. I've used tesco quite a lot for deliveries in the past and although there have been problems with the order they've always been good about turning up on time or letting me know if there is a problem.

Anyway, if I was in your position I would have pushed for more than a £10 voucher off the next shop as they caused quite a lot inconvenience and extra expense. I would definitely use the voucher as not shopping with them again seems to be cutting off your nose to spite your face. I don't bother getting really annoyed with things like that as I see it as a money saving opportunity!

[hellokittymania]

Yab a bit u

Far worse things can happen.

[MrsKranky]

In my defence I did remain polite, the customer service people all got an apology, and told that I know it's not their fault and I wasn't sweary or abusive!

And yes it is a first world problem, and yes there are lots of things to be happy for too.

Ocado seem great too, how organised that they had a second van there so soon! might see what a comparative shop costs there.

[MrsKranky]

And yes, after a sleep I see that I am BU

[AlpacaYourThings]

Don't worry, we have all over reacted at some point!

I don't find Ocado to be any more expensive than Tesco for our weekly shop. Much fresher stuff and they tell you if something is out of stock.

[Janorisa]

Calm down vexedfoxy...no need to be so catty...

[phantomnamechanger]

I think it must depend on the store/depot the delivery is coming from, or even the individual drivers. Ours are great, reliable and very polite regular drivers.

Our deliveries come from a huge depot 20 miles away, which is great because they carry more lines than either of my local stores, so I can buy stuff I would not otherwise be able to source, especially in the freefrom range.

They had ONE slip up, when it was still coming from local store, about 7 years ago, when the pickers had mixed up everyones shopping in the crates - I could see straight away stuff that was not mine and the poor driver had to get every single crate out in the snow to find the right bags, none of which were labelled. he got on the phone to the store, told them to let every customer know why he was running late and asked them to bollock the pickers so the same thing was not happening all day - he said that several pickers were off sick and they had roped inexperienced people in to help, so that was the issue.

Time keeping is generally good and I prefer the one hours slots.

I also LOVE the click and collect - drive in to the car park , pick up, drive out again - brilliant!

Lack of communication is not good, and in OPs case they ought to get at least a massive bouquet!

[MrsKranky]

We have two stores about the same distance away from us, and I suspect the delivery comes from the larger of the two. Seems just like bad luck that the store are poorly organised.

I tried click & collect, but just spent 30min waiting in store, so would rather wait at home for delivery!

I am chalking it up to experience and moving on, having now had some perspective. Also been looking at what nice things I can get with the last of my clubcard points and the £10 voucher sent. I am considering a nice blender!!

[SilverOldie]

I've had nothing but a fantastic service from Tesco. On one occasion the van broke down and the driver delivered my order in his own car.

Wish I could say the same about Ocado - their customer service was shit non existent when my order didn't arrive.

[mygrandchildrenrock]

Service from any of the supermarket's online delivery does seem to be very varied. We live in a rural location, 45 mins drive to the nearest supermarket, an hour to get a choice, so we usually shop online with Tesco. We have never had any problems in over 10 yrs, none at all and have gained many clubcard points over the years, which always come in handy.
Hopefully you'll be happy with your next supplier.

[BackOnlyBriefly]

It sounds like they really messed up there. Not the puncture of course - things will go wrong, but in the way they dealt with it.

But I've been using tesco for years and the service is great for me. They do text if late, though I can't recall the last time they were. They give me a one hour slot and generally arrive in the first 5 mins of that.

They wheel it a fair way from the nearest parking area and then carry it up a flight of stairs for me without complaint. When something important was missing from the order the driver arranged to go back to the shop and get it at the end of his round.

They are in it to make a profit, but so are the other supermarkets and it makes me smile that some people think otherwise. That 'their' supermarket is different because they like their customers as people (friends?)

[Sparklingbrook]

Same here Skully. No going into the store that I know of. Completely separate bit in the car park. Straight into the boot and away.

[BackOnlyBriefly]

I could never quite see the point of click and collect. What's the main advantage over having it delivered to your door?

[vexedfoxy]

Maybe I was a little harsh. However my point is there are bigger fish to fry even if they have not been delivered yet.

[Sparklingbrook]

My local Tesco is on the school run. So I order to pick up between 8-10am in the morning Back. Take it home with me after dropping DS1 off but don't have to enter the supermarket.

No having to be in but no actual shopping.

[Sparklingbrook]

oh and it's free at the moment.

[specialsubject]

as a matter of interest, Tesco have been charging £1 for 4 pints for ages. As have Aldi.

not sure why there is a sudden big advertising campaign on this.

[colleysmill]

Interestingly I had a delivery from tesco booked for last week and received a phone call ten hours in advance to advise they were having van trouble and could they deliver an hour earlier than booked.

I agreed mainly because it was a far better time for us except I'm too tight to pay for more expensive delivery slots!!

[Sparklingbrook]

I am too tight to pay for delivery full stop. I could get more food with that £5.

[colleysmill]

Ha ha sparkling normally I'm a lidl girl and that fiver can go towards but post c section I'm sticking to delivery