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AIBU?

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Original poster

Tesco

54 replies

PumpkinKlNG · 29/07/2021 12:20

I booked a Tesco’s shop for today at 11-12, I was out till 10.30 and it arrived at 10 as my neighbour saw the van and saw them knocking on my door, she mentioned it when I came home but as it turned up early I assumed it will be back (happened to me before) anyway I’ve waited and nothing! Called Tesco’s to be told he did come at 11 as that’s what he said, despite the fact he came at 10! And that they “aren’t going to dispute that” and I’ve been refunded my shop and there is nothing more they can do! Aibu to be annoyed that the driver clearly lied!! I was in since 10.30! Now that’s all my shopping gone and have to wait for a refund before I can do a shop again.

OP posts:
SpanielRadcliffe · 29/07/2021 13:51

@jimmyhill

What more do you want? They have admitted their driver fucked up, he'll get a bollocking / sacked, you get your money back. It's annoying and inconvenient, but it's one of those things.
If she's used a debit card rather than a credit card (not everyone qualifies for or wants to use credit), it can take up to two weeks for the money to be refunded and made available to use for a completely new shop. On a tight budget, that's a problem. Also she probably expected to have the items delivered when they were scheduled to be delivered, rather than to do without them for days. If Tesco knows there was an error or admits there might have been one and won't take it further, they should honour her original order and redeliver it as soon as reasonably possible. Of course, they have to fit it in with other business, and there might be a delay, but they should do their best!
PascalHey · 29/07/2021 13:57

I'd second messaging on Twitter. Their customer service has always been fantastic. They'll liase with the store for you. I'd ask for it to be packed on an afternoon/evening delivery today if that works for you.

Topseyt · 29/07/2021 13:58

@jimmyhill

What more do you want? They have admitted their driver fucked up, he'll get a bollocking / sacked, you get your money back. It's annoying and inconvenient, but it's one of those things.
They don't seem to have admitted that their driver fucked up at all.

As for "What more do you want?", surely common sense should tell you that she would like her shopping to be delivered. I would have hoped that Tesco would agree to attempt the delivery again with a different driver on the same day or the next at an agreed time and at no extra charge - if they wanted to keep me as a customer.

RamonaFlowers1 · 29/07/2021 13:59

@Barneybobo

Keep checking the website I have found random one of slots become available for the next day when people change their minds.

Definitely out of order and terrible that they implied that you are a liar where is the saying the customer is always right. I am sorry this happened.

The customer is always right? Clearly you've never worked in retail.....
bananapumpkin · 29/07/2021 14:01

If she's used a debit card rather than a credit card (not everyone qualifies for or wants to use credit), it can take up to two weeks for the money to be refunded and made available to use for a completely new shop. On a tight budget, that's a problem.

This probably never occurred to the team at head office who wrote the policy. They would have been thinking that the simplest option for everyone is to let you rebook the delivery yourself at a time that suits you. If it's going to be another couple of days from your initial delivery, you might even want to add a few items that you've run out of in the meantime (or remove ones you've bought from the corner shop to tide you over).

Hm2020 · 29/07/2021 14:03

Happened to me with sainsburys during lockdown I’d had the slot booked for weeks 2 people in my house no phone call was £200 order and it took a week to get the money back. I feel your pain op

melj1213 · 29/07/2021 14:15

OP did you call the central call centre or the specific store it was being delivered from?

I work for a different supermarket and if someone calls the central helpline they are less than useless as they can't directly contact drivers, but if you call us in store we can usually do something to get your shopping to you (even if it is having it returned to store for you to collect or adding it to another drivers van and dropping it off at 9pm - sometimes it's literally all we can do logistically to get it to you the same day) and we can definitely access the drivers delivery log and route to check he was where he was supposed to be.

AllTheSingleLadiess · 29/07/2021 14:19

That's really poor and the opposite to what I've experienced. (I'm not saying that you're lying, I mean drivers usually do better than what you experienced)

My experience is that the driver calls if they want to deliver early. If you're in, they'll deliver and if not, they come back at the correct time. I guess sometimes they are nearby so it makes sense if a delivery can be made early.

A few weeks ago I had a driver accidentally forget to deliver a crate and he came back later with the crate and lots of apologies.

AllTheSingleLadiess · 29/07/2021 14:20

And for the people saying so what? I bet the money isn't refunded until early next week. That's a long time not to have money for food.

Original poster
PumpkinKlNG · 29/07/2021 14:20

The call centre as my local shopping is delivered from a dot.com store not an actual supermarket

OP posts:
Original poster
PumpkinKlNG · 29/07/2021 14:21

Argh no I was hoping it would be sooner 😔 yes it is a long time when I’ve spent £120 it was a big shop to last us

OP posts:
FizzyPink · 29/07/2021 14:22

Honestly Tesco have been shocking for us recently. Every single order for the last few months has arrived late or not at all.
I’ve complained so many times and they just keep telling me it’s because they have staff isolating and there’s nothing they can do about it.

I know this is every supermarket but the cost of our weekly shop has gone up massively and Tesco seem to be trying to hide these increases with their Clubcard offers.

AtPanAtPan · 29/07/2021 14:24

I know you’ve mentioned you’ve contacted customer services, I presume by phone based on what you’ve said. Can I suggest contacting them via Twitter too? You should state that you’re getting nowhere with the call centre and cannot believe the response you’ve been given. I have used Twitter as a last resort many times and seem to have a better response - it is very publicly showing that they are treating customers terribly so they tend to respond rapidly and ime better. You’ll need an account to tweet (won’t take long to set up) then you’ll need to follow them before you can @ them. Then once they’ve sorted it for you remember to go back and unfollow them ha

pinkcircustop · 29/07/2021 14:24

Definitely out of order and terrible that they implied that you are a liar where is the saying the customer is always right. I am sorry this happened.

@Barneybobo No, the customer is not always right. You are misunderstanding the phrase. It’s nothing to do with customer service - the origins come from the idea that if there is a product that is wanted, it should be made and sold.

Bumblenums1234 · 29/07/2021 14:41

I would be really shocked if Tesco don't have active vehicle tracking. They will know what time they were there, regardless of what the driver says.

NotTodaySatanNotToday · 29/07/2021 15:19

Personally, if I was made aware the driver had tried to deliver earliee I would have called straight away and told customer services. This way the driver couldn't deny it and say they arrived on time as I would have called before my delivery slot.

Original poster
PumpkinKlNG · 29/07/2021 15:36

NotTodaySatanNotToday

I’m kicking myself for not doing that but still doesn’t make it my fault I booked a certain slot for a reason 😣

OP posts:
BabyPotato · 29/07/2021 15:37

I had similar a few weeks ago. My delivery didn't turn up so after around half an hour I contacted their Twitter customer support. They told me that the driver had attempted to deliver but no one was in and that he had returned all the items to the store and that a refund had been issued. I had been by the front door all day and there was no way the driver had been there, so I expressed my annoyance at the suggestion that it was somehow my fault for not being in. While the customer service person was sorting it the driver turned up, 1,5 hours late and didn't even apologise. I was so baffled that I just took the stuff and closed the door. He was definitely off though, and I reckon he had been called out for telling fibs. Tesco were really nice about it and gave me a voucher. Not seen the driver since which is good because he's a bit of a twat anyway.

(I feel that I should emphasise that I managed to be nice to the customer service person even though I was really annoyed. It's not their fault at all.)

Topseyt · 29/07/2021 15:40

where is the saying the customer is always right

Be careful with that saying. It is often bollocks.

All of my three DDs have worked in customer facing roles, one in a library and the other two in two different supermarkets and a well known coffee shop chain.

The stories they come home with clearly show me that customers are certainly not always right. In fact, some can be utter twats.

DinosaurDiana · 29/07/2021 15:43

I didn’t get the bananas I ordered last week.
Nothing on the receipt saying they didn’t have any, according to my deliveries they were delivered. They weren’t.
It’s time they went back to the customer signing on the hand-held computer to say that you’re happy with the delivery.

Rosebel · 29/07/2021 15:54

Don't know about Tesco but at Asda they are really really struggling to get drivers. So they aren't going to piss off the ones they do have.
That's no help to you but just explaining why the driver probably won't get a bollocking.
I'm not sure what you can do really. Insist on a call next time. We use Asda and they send updates within your delivery time as to where the drivers are and they always call if you don't answer the door (that's how we found out the doorbell wasn't working).
Hopefully they'll call you tomorrow. They really should deliver it to you and refund you. No reason why the manager can't deliver it if the drivers are busy. Or if they repick your shopping do you have any friends or family who could pick it up.
Just refunding you and not even apologising isn't on.
Email head office if all else fails. I did this many years ago after their car insurance was being a nightmare. Dealing with the insurance company well on for weeks. Emailed Tesco head office and it was sorted in 24 hours. Might be worth a try.

Belledan1 · 29/07/2021 16:25

Have you tried iceland for a slot . You only have to spend 35.00 for free delivery or 25.00 for small fee. You might get one tomorrow.

VeganVeal · 29/07/2021 16:27

@JingsMahBucket

I wonder about people on this a lot. Reading comprehension is terrible here

What do you mean Reading Comprehensive was a terrible school?

My parents couldn't afford private!

blueberryporridge · 29/07/2021 17:01

Do you have a Coop nearby that does home deliveries? If so, you could probably get a small delivery from there today or tomorrow to tide you over, although I see that you are short of cash now.

SetPhasersTaeMalkie · 29/07/2021 17:05

I really sympathise OP. I've been in a very similar situation with Tesco and to add insult to injury they were incredibly rude to me when I phoned up customer services. I genuinely felt like I'd done something wrong.