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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:

ChrisPrattsFace · 22/08/2020 13:25

They have an item limit on deliveries and collections to 95 items, so how you’ve hit £270 blows my mind!

RollercoasterRaver · 22/08/2020 13:26

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

^^ so true

its an anonymous forum....I never get why people say this on here for stuff as trivial as the cost of a tesco shop.

Viviennemary · 22/08/2020 13:30

I think Tescos is the poorest supermarket as far as caring about their customers goes. Just don't give them your custom again. It's not good enough.

Agapantson · 22/08/2020 13:30

@FourEyesGood

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

You have no idea how many people that is for so why so judgy? Also, if you have a vulnerable family member you will be probably need to include alchohol/treats for that?

Also, you are on holiday - so maybe "naice" ham is in the shop etc.

goldfinchfan · 22/08/2020 13:31

A good example of the bullshit that tourism supports local economies......it doesn't.

eveningfalls · 22/08/2020 13:32

I would at least ring back and ask for a supervisor/manager and stay calm and complain the member of staff who hung up on you.

Morfin · 22/08/2020 13:34

It's £270 on 95 items as Tesco still has a delivery limit. That's quite impressive.

SusieOwl4 · 22/08/2020 13:34

I would complain again . I must have been lucky but I have always found their customer service very good .

roxfox · 22/08/2020 13:39

@Morfin

It's £270 on 95 items as Tesco still has a delivery limit. That's quite impressive.

Average of £2.84 per item???

All the stealth boast comments are stupid. Not her fault you feel broke. Get over it or improve your life.

LadyPenelope68 · 22/08/2020 13:40

@LadyMacbethWasMisunderstood
You’re getting your shopping (yes I know you’re having to collect), you’ve been able to go on holiday (so clearly aren’t still shielding so that excuse is invalid), you’re able to afford that for a weeks shopping and they’ve offered you compensation. Is that really the most you’ve got to be worried about?? Aren’t you the lucky one! Get real.

SchadenfreudePersonified · 22/08/2020 13:47

@Itswindytoday

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.

I'm with Windy - I've shopped with both Tesco and Sainsbury online, and Tesco is more reliable in my experience.

Sainsburys have been right rsey with me on more than one occasion particularly once when I had several weeks in a bunch when something has gone wrong, and when I've phoned up made it obvious that they didn't believe me (they still refunded, but it was obvious from their manner - there must be a note on your file when you complain several weeks in succession - hardly my fault if there is something missing from the shopping and the driver refuses to check the van, or dates are rubbish). When my next renewal for my delivery contract is due I'm seriously thinking of not bothering (I wouldn't have renewed this time, but like OP* I have a vulnerable family member, nowhere was taking on new customers and we need to eat).

It could well be down to where in the country you are, or just bad luck with your picker.

I think it's six and two threes TBH. My best online experience was with Waitrose, but they were expensive.

SchadenfreudePersonified · 22/08/2020 13:47

Sorry - no idea how I have got a chunk of bold in that post.

JammyHands · 22/08/2020 13:48

If this happened to me, I’d be screwed because I can’t drive.

morosetinkler · 22/08/2020 13:52

@worriedandannoyed

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?

That's what I thought. Going on holiday when you are so worried about risk is ridiculous.

LemonTT · 22/08/2020 14:02

@Viviennemary

I think Tescos is the poorest supermarket as far as caring about their customers goes. Just don't give them your custom again. It's not good enough.

I found them to be really good during lockdown. They automatically accepted my father on the vulnerable list due to his age and always delivered to him. Even though I was ordering through my account. Kind, courteous and human.

gassylady · 22/08/2020 14:03

I would feel annoyed tooif they first message to say they are running late and then in fact cancel completely. If it is due to staff shortages then they must have known when they first made contact to say it would be late.
Whenever i ring to point out issues the call centre staff are excellent, i wonder if it was the local store you spoke to and as PP said they have already had to call many other to have the same conversation.

SoupDragon · 22/08/2020 14:04

@ChrisPrattsFace

They have an item limit on deliveries and collections to 95 items, so how you’ve hit £270 blows my mind!

Is your mind usually this easily blown?

All the "stealth boast" stuff is utterly ridiculous. They are on holiday. A few bottles of alcohol soon brings the cost of shopping up.

All the "why are you on holiday" stuff is silly too. There is a big difference between a supermarket and a holiday rental. The OP never said it was anything other than a "slight risk either.

LemonTT · 22/08/2020 14:06

@Morfin

It's £270 on 95 items as Tesco still has a delivery limit. That's quite impressive.

Well it could be. But if the OP is ordering alcohol and multi packs of things like meat it’s easy enough to do.

Scrap2020 · 22/08/2020 14:11

I would be pissed off about the petrol I would use & my time.

Surely they have a nearer store?

I would cancel it and try to shop locally.

ginjenny · 22/08/2020 14:11

@Viviennemary, that may be your opinion regarding Tesco and caring for their customers! But from someone whose OH is a delivery driver nothing could be further from the truth! Yes, they do slip up and make mistakes but generally they will go out of their way to make sure all deliveries are delivered, on time. At the beginning of the pandemic when the on line shopping situation exploded my husband and his colleagues were working flat out and doing overtime to make sure everyone got their shopping one way or another and that included delivering tray after tray of bottled water up several flights of stairs! Now, with the quarantining of holidaymakers they are working flat out again!

OP, I would do as someone has suggested and call again and ask to speak to a manager and explain the situation that you aren't happy about! They generally "do give a shit" about their customers and it was unfortunate you dealt with a person who, like you, was probably having a bad day!

Please don't tar all of Tesco with the same brush! Different warehouses, different areas, different staff, different issues!

Fluffypyjamas · 22/08/2020 14:11

I really don't know why people are so petty on here! Of course OP is going to be annoyed. She made an agreement for the shopping to be delivered, it wasn't and this has necessitated a long car journey to collect it. To top it all she has been treated with disdain by Tescos. Hardly the best start to a holiday. She isn't claiming it is the end of the world, just that it is frustrating, especially when treated so badly by customer services.

ErinBrockovich · 22/08/2020 14:13

OP are you sure your DH is driving to the right store to collect?
I’m a tesco click and collect experienced user and they pick our delivery order from the warehouse but click and collect at the store local to our address.
What I’m trying to say is, if one method of collection or delivery is switched, so will be the store of origin.

Starbuggy · 22/08/2020 14:17

An hour and a half round trip is not most of a day of your holiday.

They’ve apologised and given you compensation. Just accept it, collect your shopping and move on.

Pushing for more compensation just makes you look grabby

Bravefarts · 22/08/2020 14:17

It happened to us, too, OP. Did you mention you were on holiday? As the driver was coming out to us until I mentioned that, and his whole tone changed. Some communities want the money from tourism, but resent holiday makers for potentially spreading covid. I see their point, but surely self catering, and delivery, is limiting the risk!

ChikiTIKI · 22/08/2020 14:18

Collecting it is no more risky than having it delivered. A lof of places put it in the car boot for you while you wait and its outside in the car park anyway, you don't have to go in to the shop.

The text was probably an automated type thing sent by mistake. At least the voucher makes up a bit for the petrol and time.

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