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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Tesco delivery - advice please.

92 replies

LadyMacbethWasMisunderstood · 22/08/2020 12:13

We are staying away from home in a rental for a week’s holiday. Arrived yesterday with enough food for the evening and breakfast today. Booked a food delivery weeks ago. Had a text at 11am when the delivery was due to say it would be 20 minutes late. Then a call at 11.30am to say it wasn’t coming at all (staff shortages cited). We can collect it. It is a one and a half hour round trip. And we have not been shopping in person since the pandemic on account of a vulnerable family member. Obviously we will have to collect it as we have no food otherwise.

We have been offered a £20 voucher and not much by way of apology (“sorry nothing I can do”) The order is £270 - to give an idea of proportionality of the compensation.

Whilst I was complaining about the situation (perfectly politely, I never would never, ever raise my voice or swear or abuse anyone in such, or indeed any, circumstances) the call was disconnected. No reception problems here. Mobile never cuts out. I suspect I was hung up on.

To add insult to injury the order is now showing as “delivered” . DH is driving to collect it.

I hate the fact that I was lied to initially and was treated with such disdain on the phone. I also resent the huge inconvenience and loss of most of the first day of our holiday.

I’m not on SM at all (no Facebook or Twitter). But I know others have had a decent response in broadcasting their complaint when posting on here in similar circumstances.

I know Tesco don’t actually care. At all. And I know there is nothing I can say or do to make them care. But I’m feeling a bit fragile (combination of not having been very well and overwork) and I feel a powerless sense of rage about the way I’ve been treated that I don’t usually succumb to. It is the “don’t give a shit” attitude that, ultimately, is the worst bit.

I do intend to cancel our deliveries when we get back and swap to Sainsbury’s. That makes me feel slightly better!

Any advice on anything I can do to get my complaint taken seriously. Or is it better just to “move on”. I’m usually quite good at letting things go. But something about this incident has really given me the rage.

And I do accept we are lucky to be having a holiday and to be buying in nice food and drink. But this really is beyond shit service, isn’t it?

OP posts:

FourEyesGood · 22/08/2020 12:17

Missing the point, but £270 for one week’s food? Crikey!

Cheesecakejar · 22/08/2020 12:17

I just think these things happen, they probably said there's nothing they can do as there really won't be. I'm sure they don't want to let their customers down and risk a backlash and will have tried everything to replace the driver. £20 voucher seems reasonable in the circumstances to me? I do understand it's not the ideal start to your holiday but with everything else going on in the world I would just try and forget about it and think yourself lucky you can have a lovely holiday and afford £270 worth of food to enjoy while you are there!

Washyourhands48 · 22/08/2020 12:29

£20 voucher seems fine to me. These things happen, you should get over it (and yourself, stealth boasting re a weeks food costing £270)

Lockheart · 22/08/2020 12:32

You were offered a voucher and an apology. Even if you don't feel like they're grovelling enough in that apology.

They won't be messing you around for shits and giggles.

It's not a "huge inconvenience" to have to collect your own food which they've already picked and packed for you

This is not a hill I would choose to die on. Count your blessings - you are on holiday and your shopping has been done for you, all you have to do is collect it.

ShellsAndSunrises · 22/08/2020 12:33

It’s really, really shit - but your husband doesn’t have to actually do the shopping, and if Tesco don’t have the staff; there’s not much they can do. You’re probably the 900th person they’ve had to call and explain this too and they’ll be limited as to what they can offer.

I’d switch to Sainsburys when you return on principle, if you want to, but otherwise leave it for now. A £20 voucher isn’t awful.

I’d usually say that companies should plan better and prioritise good customer service, but coronavirus absences are unexpected and almost impossible to predict, so I think some leeway is needed sometimes.

Enjoy your holiday!

Original poster

LadyMacbethWasMisunderstood · 22/08/2020 12:34

Thanks. I agree I should move on. I feel better for having written it out. I do need to point out though that although there are a few indulgences in the shopping basket, the size of our group (7), the fact we won’t be eating any meals out at all and the need to include all cleaning products and basic toiletries in the order means it’s not the indulgence fest it might seem!

But thanks for the reality check. I’ve taken it on the chin.

OP posts:

Original poster

LadyMacbethWasMisunderstood · 22/08/2020 12:35

Absolutely no stealth boasting for heavens sake! If I wanted to boast I’d find something else to say not that.

OP posts:

worriedandannoyed · 22/08/2020 12:35

I'm a little confused why picking up the delivery is so risky but you are on holiday in a rental which is much much more risky?

Original poster

LadyMacbethWasMisunderstood · 22/08/2020 12:40

It’s hardly a “stealth boast” is it. Or any sort of boast that I’m feeding a party of 7 for £5 a head a day. I know I’m lucky I can go on holiday. I know I’m lucky to eat nice food. But really? Stealth boasting? I am genuinely grateful for the reality check though.

OP posts:

beautifulxdisasters · 22/08/2020 12:48

You're blowing this way out of proportion OP. What else do you want them to do if they've got a lot of drivers off sick today? I doubt they hung up on you either. At least they're giving you the option to collect - they could have just cancelled.

Also like a PP very at you going on holiday but thinking it's unacceptably risky to go and collect some shopping!

SantaClaritaDiet · 22/08/2020 12:53

@Washyourhands48

£20 voucher seems fine to me. These things happen, you should get over it (and yourself, stealth boasting re a weeks food costing £270)

😂

that's why I love MN, there's always a professional misery competitor

Original poster

LadyMacbethWasMisunderstood · 22/08/2020 12:54

Picking up the delivery is not “so” risky. It’s a slight risk only. As I said. And the arrangements I made as regards the rental to enable our vulnerable family member to have a holiday are such that I’m confident I have mitigated that risk as much as humanly possible. I was most upset about the way the issue was handled by Tesco customer care. The person who made contact really did not give a shit, and it showed. I’m over it now though. Thanks all.

OP posts:

CrunchyNutNC · 22/08/2020 12:54

@LadyMacbethWasMisunderstood

It isn't a stealth boast OP, you're entitled to eat well on holiday and presumably you are splashing out on nice things you don't normally get at home, much in the style of Christmas.

MN is literally known for advocating a single chicken feeding 4 people for a week

SantaClaritaDiet · 22/08/2020 12:55

OP, ignore the nasty comments, people are just jealous and bitter - some folks really cannot stand the idea of everyone having a life.

You are absolutely right to be pissed off, so would everybody else in the real world. Tesco should have at least offered a rescheduled delivery, I would escalate the complaint.
That said, some areas seem more efficient than others, you might just be unlucky where you are.

Nothing wrong with going on holiday in a private rental either

flumposie · 22/08/2020 12:57

This happened to me in April ( the day before my birthday so I was desperate for the food ). The van had broken down shortly after leaving the supermarket. We had no choice but to go and collect the food which made a 2 hour round trip. But this is the first time in about 12 years that it happened and I get a weekly delivery from them. I got a £10 voucher. Things happen.

Amber0685 · 22/08/2020 13:00

Pretty much the same thing happened to me with Sainsbury's. I too got a 20 pound voucher. Annoying, but they didn't do it on purpose and are very busy with deliveries at the moment. I still use them.

Islandblue · 22/08/2020 13:01

I think that what you are upset by is not 'Tescos' as such but a person on the phone who didn't seem interested. Years ago my first job was in a contact centre and the way you are spoken to day in and day out is appalling. I know you were polite, but you can't expect people in these jobs is be filled with love and joy for you. They have targets and need to move into the next call. It's just how the world works.

SantaClaritaDiet · 22/08/2020 13:01

For all the bitter posters who resent someone buying FOOD (good grief)... some people order specifically because they cannot drive or collect. You'd expect supermarkets to offer an alternative delivery when one is unavailable. that's what you pay for!

Itswindytoday · 22/08/2020 13:03

It’s annoying but it happens. Having said that I have shopped online with Tesco every week for nearly 10 years now and only twice have I had a delivery not show up. I personally have always found them to be helpful. You got a voucher. You feel it’s not in proportion to the cost of your shopping but that’s not really the point. If it was an order for £50 you would still have to collect it - the voucher is for the inconvenience which is the same whatever the cost of the shopping. You are overreacting. Vulnerable family member is also not really relevant - click and collect is extremely low contact.

2bazookas · 22/08/2020 13:07

Sounds as if you're on holiday in a rural location. Until covid, places like that rarely had access to smkt deliveries, exactly because the distances are so large, customers so scattered, vehicle and staff numbers limited etc. So it's no surprise the delivery failed, that is just life in the sticks. It's nothing like what people are used to in city/urban life.

At least they offered you click and collect and a  compensation refund.

Polnm · 22/08/2020 13:14

Go and shop locally and help the economy rather than draining resources better to contribute

2bazookas · 22/08/2020 13:16

Should have added, in rural areas, smkts have done their best to supply the housebound and needy people with no transport; but their limited resources were generally NOT taken advantage of by able-bodied locals with their own transport. Those limited services were never intended to be used as a holiday resource by able bodied tourists.

VivaMiltonKeynes · 22/08/2020 13:18

@LadyMacbethWasMisunderstood don't worry - we are two and spent 280 pounds yesterday on food etc . OK it will last more than a week plus we have family coming for the weekend .

Waveysnail · 22/08/2020 13:23

I'm really suprised tesco deliver so far from the store - didnt realise they did that

GabsAlot · 22/08/2020 13:24

im just amazed you were able to order that much mine is a 90 item limit

it is bad that they lied though just say from the off its been cancelled

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