Tesco delivery couldn’t bring shopping to my door

[anonforme7]

We live in a first floor new build (no lifts) and I have terrible sciatica, I’m almost 30 weeks pregnant.

I usually do the food shop and take the meat and fridge items up split in a couple of strong bags and DH will bring the rest in when he gets home from work so I’m not carrying much up the stairs.

We have our own business and he’s usually home by 5 as he leaves early however he is on a big job this week and isn’t home until gone 8pm so thought it would be easier to get a delivery instead of waiting hours for the rest of the shopping to come up.

Tesco delivery arrived this morning, I buzzed the door to let the driver in however he shouted up from the bottom of the stairs that I needed to come and get it.

I got down and explained I’m unable to carry shopping up the stairs due to my back and he said he couldn’t do anything about it, he’s got 6 open ulcers on his legs. I managed to convince my 2 year old to sit in her cot with some books for 10 minutes and went downstairs with bags.

He’d opened up a camping chair and had sat at the bottom with the crates piled up, I felt sorry for him as he was clearly in pain and you could see fluid leaking through his dressings, it smelled really really bad.

Luckily we only share the entrance with one other and I text her to say to be careful when she got home from work as I’d left some heavy bottles, family pack of laundry conditioner etc at the bottom of the stairs (she actually bought these up to me when she got home which was lovely of her).

The whole reason I got an online shop was to avoid carrying up the stairs, I’m tempted to put a complaint in but I don’t want to get him in trouble. He is clearly unwell, I don’t know how he is driving to be honest.

Will I get him into trouble if I complain as that’s not the intention? I just think what if this was an elderly person who physically could not possibly bring any shopping up stairs.

Try Ocado for your next online shop. We have quite an odd layout but they always deliver it where we need it. Also, everything usually has decent dates on it, anything you are not happy about you can claim a refund for on the app or website.

They should have delivered to your door. Their website states they will only not do this if they think it's unsafe.
You paid for a service and you didn't get it. Imagine if you didn't have dh, you would be very stuck

You can WhatsApp them and they'll refund you 😊

Sainsbury’s Tesco and Asda are all awful for delivery. I’ve found Morrisons and Ocado the best! Deliveroo uber eats or Just Eat from our local co op is also good the drivers are like independent uber type drivers and normally dead helpful

I would point it out, yeah - him having ulcers or someone having a bad back means he shouldn’t be doing these deliveries, not that the stairs are unsafe for front door delivery.

I order from Asda and they always deliver upstairs (second floor). Only had one who couldn’t be bothered, I helped him and he still managed to burst a few yogurts and just stared at me like “…..”.

No @feelingblehmost of the shitty customer service comes from companies thinking that using AI for their customer services and scheduling is a good way of saving money and increasing profits.
this is a prime example where the computer doesn’t understand the request adequately so as to ensure that the customer gets the service they have asked for. Instead it’s produced the most efficient service for the tesco.
I would say an ill or disabled customer service worker is far more likely to understand the issues the OP faces and provide the right service!

And this is where we have lost our sense of community. I would have just knocked neighbours doors and asked for help.

If that's the case, I'd put in a complaint. Not so much about him particularly, but that they haven't provided the service they should have.

I think if his legs were that bad I'd have called an ambulance for him there and then.

Waitrose are fab. They always bring it into my kitchen for me.

The wording PPs have quoted that reads “or driver believes it unsafe to do so”…to me, that’s if the stairs are broken or something structurally off. The phrasing to me doesn’t cover “the driver is unable physically”, because honestly who does this job who isn’t physically fit?

but could be a great name for a band

I agree. I’m not remotely a germaphone but I’d be worrying there was ulcer juice on the fruit or something

That sounds right, make it clear you cannot carry things up the stairs and the courier needs to be able to, then they can ensure an able bodied delivery person comes to you.

I live in a first floor flat and have groceries delivered to my flat but there is a lift.

If a delivery driver is so unwell that he needs to sit down during a delivery I don’t understand how he’s fit for work. I chat quite a bit to the drivers and it’s hard work because they have to lift the plastic baskets on to the trolly and go up some stairs frequently (many houses near me have a half flight to front door of the building/house) and have a set schedule of so many deliveries an hour. One told me he’d just had to deliver to a third floor and the lift was broken. So I’d contact customer service, say you have specified upon ordering that the shopping needs to be to your actual door and say the driver was unable to do this. Complain about that your request was obviously not communicated to the driver or that you should have been assigned another (able) driver - blame the store rather than the individual.

I have one neighbour, her front door is opposite mine. The car port is underneath us along with the bin storage store and a bike store. My neighbour works full time, she did bring the bottles up for me which was really kind of her. It’s not like a typical block of flats, there are two of us, not joined to anyone with nobody above or beneath us.

I’d just like to reiterate that the driver had my sympathy, I was not upset with him at all, the poor bloke has weeping ulcers on his legs I understand that this far surpasses the pain of my sciatica (although it is unbearable and I’m having intense physio and dihydrocodine for it) and when I told DH both of us were in agreement that the poor man probably can’t afford to take the time off work which is disgusting and sad.

I have emailed customer services with photos of the best before items and if a feedback email isn’t sent in the next day I’ll write another email and explain that my problem absolutely was nothing to do with the driver himself.

Congratulations on your pregnancy really happy for you and hope the sciatica eases soon. I had got myself through six months of hardcore chemo had not a single hair on my body looked like a ghost and had told my husband that I couldn’t wait to get active in the new year when I was recovering, this was 13 years ago. So my lovely husband ordered me a shiny new bike for Xmas, low and behold a couple of weeks before Xmas day a young delivery driver knocked at the door and insisted I helped carry my now not surprise Xmas present into the house as it was too much for him. When I explained I was bald and deathly looking due to cancer treatment he seriously couldn’t give a shit. I know it’s not the same it just reminded me, I actually feel so much for you and this poor guy im guessing he won’t get paid if he can’t work but equally just as difficult for you. Waitrose is my go to for delivery super lovely delivery people and as a company they seem to care about their drivers and customers. Good luck with the birth and congratulations again 🩷

It’s very unfortunate for you, but that poor guy should also be off sick, I would love to hear if Tesco actually pay sick pay for their staff, or just statutory sick pay, which is absolutely no use to anyone.

So I am sorry for you, but I’d love to hear from Tesco.

You can argue till your blue in the face but ultimately they gave a get out of jail card in the terms and conditions to able to leave it at the front door
it’s a very basic service as you pay next to nothing for it a couple of pound for someone to pick it from the store and then deliver it to you

I’m ground floor and get delivery weekly - Tesco being twice a month. They will always bring it inside my home and put it on my kitchen side for me (I’m disabled) - granted I’m ground floor but I’ve had Tesco, Sainsbury’s, Ocado and Asda previously who all have brought it inside my flat.

Lots of people aren't fit for work but don't have a choice

I believe the 'unsafe or impractical' would apply to a flat in a converted house with narrow or rickety stairs not a proper flat.

Normal Tesco drivers say they are fine with it. They tend to be fit so it's no big deal. They even offer to take it to your kitchen if you need the help.

This guy must be hiding his illness as Tesco would not let him anywhere near food like that.

The correct response would be "fair enough. In that case take it back" and let him sort it out with Tesco.

I live in a flat. I do not live on the ground floor so delivering to me means my flat door.
If you have a house in a street you wouldn't be ok with the driver saying "ok I brought to to the end of the road. Come and get it"

I've worked at many jobs when I was younger that required lifting. If I couldn't do it then I could not work there. It's a job not a hobby.

The one time someone tried this on with me (That was Asda) I said "in that case take it back to the store" Then they remembered that they could bring it up after all.

Your lucky they didn't turn round and say okay then. They don't actually have to deliver to your door if it's too much.
I assume in OPs case that's what would have happened if she'd refused.
It's going to become more common if anything, now the government are forcing disabled people back to work