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.

[Sparklingbrook]

That sounds perfectly reasonable colleys.

[MotherOfInsomniacToddlers]

They should have contacted you! BUT who only shops when they are down to their last nappy or scoop of formula?! Keep some back stocks!!

[MrsKranky]

Our click and collect point is at the service desk in the store. Or was last time I tried it. Persevered for a few weeks, but didn't work out for us. I do think it varies massively by area, hopefully through trial & error we will find a goodish one now!

I get delivery as it's much easier than taking DSD and DP to the shop and I hate going anyway, the delivery charge is not that much compared to the fuel to take the car, and I like that DP we don't end up getting stuff that's on offer that we don't need.

[Sparklingbrook]

How does that work then MrsK. How does the shopping get into your boot from inside the store? That sounds bonkers.

[MrsKranky]

Oh, they either put it in a trolley for you and you take it out or the warehouse person will take it out to your car for you. I used to take it out myself as I always felt awkward sauntering along while someone else brought my shopping out for me!! Maybe it's changed recently but I don't recall seeing a pick up point in the carpark recently .

[TiggyCBE]

What would happen if the situation was reversed? What if you were supposed to receive a delivery at a certain time but had a breakdown as you were coming home for it.
Would Tesco be being unreasonable to refuse to ever let you be a customer again?

[MrsKranky]

I would ring them and let them know the situation Tiggy, or if at all possible arrange for someone else to be in to receive the delivery.

I have agreed that I was being unreasonable, and admitted it was the last thing in a list of things that have frustrated me with them. Why carry on getting annoyed about it? It wasn't the breakdown at all that I was annoyed by - why would I be annoyed about something out of their control? - it was the fact that their communicaton was lacking and three hours after it was due I still didn't know if it was coming or not.

I genuinely felt sorry for the poor delivery driver, and the customer service people who couldn't do anything about it, I just wanted to know in a reasonable time frame if I was getting it or not, for them to call back when they said they would.

[MrsHerculePoirot]

tiggy if mrskranky was being paid to be at home by tesco and she failed to provide an acceptable level of service then they would be well within their rights to not deliver to her again. As she has paid for a service that she hasn't received, and not only hasn't received but was managed very badly by tesco it is a completely incomparable thing. What a bizarre comment.

[Sparklingbrook]

MrsK let's hope they have built a pick up point, I couldn't be doing with that.

[MrsKranky]

I will go on a little mission to find out tomorrow, if they have I will chance it, and keep saving my clubcard points .

If not, I will save my unreasonableness for the next supermarket who dare to have a breakdown or any other unforeseen circumstance!!

[Sparklingbrook]

have you had a better day today MrsK?

[phantomnamechanger]

tiggy very good point and I have experience of this. we always order a delivery to whatever holiday cottage we are off to. No running around shopping on the first day!

Once we got stuck on the motorway driving from kent to Yorkshire and were hours and hours behind schedule. I had the order with me, with the customer services number, and they could not have been more helpful. The shopping was not coming from the nearest store to the cottage, but from a large town 30 miles away, but they got the driver to deliver it to the other store (5 miles away from the village we were heading to) and kept it for us. Once we had unpacked the car, off DH went and picked up our whole shop by just spending 5 minutes there. What more could we have asked for.

[BoJolly]

Tesco were brilliant a couple of years ago when DH decided to de-ice the freezer with a hammer & chisel and went straight through the back.

My Christmas order from Tesco was already on the van and due to be delivered in a matter of hours. I rang customer service who got in touch with the driver and they agreed to cancel the delivery and rearrange it for when DH had bought us a new freezer !!

[MrsKranky]

Much better sparkling I seem to have regained my perspective and senses again!

It's a wonder what a takeaway, wine and decent nights sleep can accomplish!

Feel like I have been told, and can laugh about it now, just glad I didn't loose the plot actually at the tesco people, just on here. Otherwise would be feeling much worse!

[Sparklingbrook]

I had a week like yours not long ago. Stuff sort of has a cummulative effect and I was all 'What next?' felt like the Universe was conspiring against me over everything.

I got all het up in a shop over DS2's jogging bottoms.

[enriquetheringbearinglizard]

A couple of weeks ago the Ocado driver called us to apologize that our delivery would be late, but another vehicle had hit him head on.

Obviously the first thing I asked was if everyone was OK? and then, shall we come and get our shopping off the van and can we bring anything for you?
All no, no, we've got another van coming out to get the shopping reloaded and I'm just very sorry for your inconvenience.
I reassured him not to even give it a second thought as we were in anyhow and not planning on going out.

The shopping came, all intact and I was really surprised to get a follow up call from customer services later on in the week, apologizing again.
There really was no need, but for us, I have to say the service really is good. Very rare for missing or substituted items as well and they do a comparison with Tesco prices on a lot of stuff, there's always a ton of offers on and some free delivery slots. And no, I don't work for them

[MrsKranky]

I feel a bit like I've had a tantrum over nothing now!

I stand by that they should have called to let me know, but the paddy about it was definitely an overreaction! Had a nice day at the retro games market today (not at all actually me & DSD sneaked off to the coffee shop!!) and feel much calmer. Bit embarrassed though

To ensure no one else in my area suffers this I feel that my penance should be to try all the supermarket delivery services and report back on each!

[whatever5]

I agree that Ocado are very good, particularly as there are rarely any substitutions but they are also expensive.

[AllMimsyWereTheBorogroves]

When I do an online order, it's usually the day before I want it delivered. Ocado almost always deliver everything I've ordered. With Tesco, I am resigned to having several items missing. I find it very odd that less than 24 hrs before one company can be so accurate over whether the stuff will be in stock and the other one can't. I know my Tesco orders come from a warehouse, not a store, so it's not as if shoppers are grabbing the stuff from the shelves before the pickers get there. It has to come down to having worse stock control systems.

Tesco are a bit cheaper than Ocado, but for me this is offset by the fact that Ocado are more reliable, the packing is better and the website is a lot easier to use. I think the food is better too, overall. Last order I had from Tesco I got a 5kg bag of carrots because it was on special offer. The use by date was four days after the order and half of them had started to go bad. I got a refund but it was still a bit annoying.

Online delivery is terrific for me as we don't have a car so I would be paying out to get a minicab home if I went in person. It's actually cheaper for me to get it delivered.

[FabBakerGirl]

I won't use Tesco on line as they just didn't turn up one day with my order and didn't call until seconds before it was due. We had already been out that day and had to go out again - in the snow - so was not happy.

I also won't use Sainsbury's when the brought me my shopping at 8pm and all three meat items were use by that day .

I used to use Waitrose delivery - and Ocado before that but stopped as Waitrose don't get the money (what with being different) and didn't have any serious problems.

[BackOnlyBriefly]

Sparklingbrook thank you. I can see how that works out convenient for you.

but don't have to enter the supermarket. :) I do occasionally go in the supermarket, but browsing and picking up a couple of items is so much nicer than the days I filled a trolley.

[Sparklingbrook]

if I do venture in I always use scan and shop Back. No need to speak to folk.

[BackOnlyBriefly]

MrsKranky Oh it's ok to feel frustrated. I did get on the phone once to them because although it was still within the allotted time I'd just seen their van drive past me and off towards the main road.

I was on the phone saying "No! look it's gone! Now what am I going to do?" when the other tesco van pulled up outside with my shopping

[MrsKranky]

Oh dear back I would have needed much more wine after that, but it is totally something I would do! I did offer to drive out to the van & get the delivery myself. I felt quite indignant about it at the time, but the customer service guy must have been trying not to laugh!!