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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Tesco cancel my food order 1 hour before it was due to arrive

104 replies

Tarano17 · 27/03/2020 23:20

AIBU to be angry that Tesco texted me 30 minutes before my delivery was duevto arrive and tell me they cancelled my order. I have 2 sen children who are on the government list of vulnerable persons who need to self isolate for 12 weeks and as a single parent with no support system I can leave them alone to go out buy food. So, so angry at this as there is no delivery slots available for another home delivery request.

OP posts:

woodencoffeetable · 28/03/2020 09:02

do you have a neighbourhood association?
some organise shop runs for something similar to the morrison box.
is 'next door' active near you?

Roselilly36 · 28/03/2020 09:06

That’s awful OP, you must feel so stressed, do you have a nice neighbour who could help or family close by that could pick up some items and drop them to your doorstep?

I am in a similar position as I have MS I am isolating with my family for 12 weeks, it’s tough enough as it is. Without extra hassle. I

I hope you find a solution and your shopping is delivered, did you add a note on your delivery to say you were self isolating etc?

Handhold OP.

Dieu · 28/03/2020 09:15

Tesco haven't stopped their delivery saver plan renewals, even though there's no a delivery slot to be had. Bastards! It's also impossible to get hold of them.
Hope you get something sorted, OP

Dylaninthemovies1 · 28/03/2020 09:20

Get on the phone to them. Then twitter, facebook and even linkedin. Email the CEO (he won’t deal with it personally but he has a wee team of people who will do so on his behalf).

Then go to the local newspaper if that doesn’t work.

In the immediate, where are you? Maybe some mumsnetters could drop some food off xx

LittleLittleLittle · 28/03/2020 09:32

@Sugarplumfairy65 While I agree with you there is no fucking help if you are in the shielded group, not everyone in the shielded group claims benefits for their condition. So they won't get rid off me that way....

Prepenultimate · 28/03/2020 09:35

Appalling- even in the situation we are in. They could have given more notice. They should have explained why.

putyourgamefaceon · 28/03/2020 09:39

Same thing happened to me too, I did get hold of them as they said they had no stock to send me so cancelled it, didn't seem remotely sorry to be fair, she I asked if there would be a gesture of goodwill referring to my delivery plan she said no, but I could cancel it for future if I wasn't happy with how they ran it......

putyourgamefaceon · 28/03/2020 09:42

Also informed them I'm a stage 4 terminal cancer patient too but still they don't care!!

Sugarplumfairy65 · 28/03/2020 09:44

32LittleLittleLittle

True, I didn't think of that. Perhaps they are future proofing.

midsomermurderess · 28/03/2020 09:46

Do you think there might have been reasons for their not fulfilling your order? People falling ill, needig to stay home?

Prepenultimate · 28/03/2020 09:53

Yes but it is very likely they knew this well in advance of 1 hour before delivery. And they could give an explanation - and then OP might understand what has happened and it may leave her feeling less aggrieved-- even if still left in a hideously stressful situation.
OP - get on FB and search for your local support groups. You really need and deserve help. There are great people out there who can and will help you.

BilboBercow · 28/03/2020 09:59

All of the supermarkets are really struggling at the moment with the massive rise in demand for deliveries, along with the large numbers of staff self isolating. It's shit but to an extent their hands are tied.
I echo others regarding local support groups

manicinsomniac · 28/03/2020 10:08

It could also have been because it was a late night order (I'm assuming, given the time of your OP). If the driver gets behind schedule he can't finish due to strict driving hour limits. I had it happen to me a couple of months ago with Ocado as I'd booked an 11:00pm delivery and driver got held up. In 'those days' it was fine as I was rebooted into the next day and got a voucher. 'Nowadays' it's obviously a much more serious issue but drivers risk their jobs and their safety if they go over allotted hours.

manicinsomniac · 28/03/2020 10:08

*rebooked

Original poster

Tarano17 · 28/03/2020 10:12

I have checked and there is no local support groups anywhere near to where I live. My delivery was due at 10pm and they waited until 9.30pm to text me and say it was cancelled which made me think that it was in fact out for delivery and it was the delivery drivers that cancelled my order. At least we don’t have Covid which is a lot to be grateful and proof that self isolating does work. I know things could be a lot worse so am very grateful for small mercies. Thank you to everyone for your kind advice.

OP posts:

NachoNachoMan · 28/03/2020 10:20

Hi @Tarano17 could you try contacting your local council or councillors and to see if the council are offering any support? My friend is a social worker and they are supporting vulnerable families, either delivering them their shopping list, or looking after children whilst the parent nips out to the shop. Keep strong, stay safe, and remember as each day passes, it's a day closer to normality.

melj1213 · 28/03/2020 10:50

Before people start writing "snotty FB posts" or going to twitter/social media, when an order is cancelled I would ask you to call the store fulfilling your delivery first.

I work in a supermarket and if you call us first we can often sort the issue out fairly easily or at least come up with some sort of solution - we have had deliveries that were missed put into taxis or taken by staff in their cars on their way home in exceptional situations - because we are the people that have picked, packed and will be delivering your order so we are the ones who know exactly what the status is with regard to staff issues/van issues/stock issues etc and why your order was cancelled.

If you go through social media or the central call centres then you will be dealt with by people in head office who will have an official report as to why your shopping was delayed but are not in a position to do anything except apologise and refund you. Because they arent in the store they dont have the information that whilst we cant get the delivery to you in a van, Dave who is finishing a 10 hour shift lives round the corner from you and is willing to drop your shopping off if you are happy with that; or that your towns taxi drivers have offered to do a "click and collect" service for people who cant get to the store and one of them is happy to deliver the missed delivery etcetc

manicinsomniac · 28/03/2020 10:56

That is amazing melj

The NHS front line workers are incredible, of course, but they are a) doing what they trained for and b) are on much higher salaries than supermarket staff. Supermarket staff did not take on their jobs expecting to be at the front line of an international crisis and many are on minimum wage. You guys are amazing and deserve just as much support and recognition as the NHS.

EmeraldShamrock · 28/03/2020 11:02

I'd pick up murder and insist they reschedule in your circumstances. I am sure if they realise there is vulnerable DC in the house they'll sort it. If you can't get through to head office can you contact the nearest store, a store manager can ring HQ.

Tarano17

EmeraldShamrock · 28/03/2020 11:05

@melj I agree it is a tough time and staff are really helpful. I wouldn't attack on twitter. I bet they'll help you if they know your circumstances. Ring the nearest branch. Good luck

Original poster

Tarano17 · 28/03/2020 11:34

I have just phoned our local Tesco and it answered by a Scottish customer services team member called Lisa. The advice I was given was to access the website www.gov.uk/Coronavirus-extremely-vulnerable and to fill out the form. When I asked what this website was for I was told that the Tesco staff don’t know but that is the standard response they have been told by their management to relay to all the vulnerable customers that Tesco are not delivering too. “All” the vulnerable customers so Tesco are doing it to many other vulnerable persons too. I was also told to keep checking for the next available slots and when I said the currently booked slots go up to 17 April and that doesn’t help me at present I got no response. Total waste of time.

OP posts:

OrganTransplant123 · 28/03/2020 11:56

Apparently the extremely vulnerable government list is going to be shared with the supermarkets to enable them to prioritise them.

kalinkafoxtrot45 · 28/03/2020 11:59

Raise hell on Twitter. Sure the supermarkets have a lot of demands now but the way you’ve been treated is awful.

EmeraldShamrock · 28/03/2020 12:07

@Tarano17 Ffs what a shitty response from Tesco. I don't know what your going to do, I would try the local store direct by phone you might get a manager with a bug heart. It is worthy of a try, I know DP has went above to help in need customers the past few weeks.

EmeraldShamrock · 28/03/2020 12:08

*Big heart

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