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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To not expect Tesco to charge me to re-deliver the missing items from my online shop!

13 replies

andyrobo237 · 12/12/2008 10:14

Blooming Tescos - what do I expect, really!

Ordered shopping - delivered last night - 11 items missing totalling over £12.

Called them, and had option of refund or redelivery - no mention of charge.

Arranged for it to be delivered this morning. Lovely lady brought it - the cheeky things have charged me £6 to deliver £15 of stuff - they only charged £4 to deliver it all yesterday!

Well I have written them a snotty email - I can understand that someone has to go and re-pick the items, but surely, either the driver had a spare tray of stuff yesterday, or had given it to another customer! I have had an extra bag of stuff in mine previously ages ago, and I phoned up and was told to keep them! Which was great!

But when this stuff came today it was 4 bags of stuff!!!! So as I say, I have emailed them. What do you expect their response to be??

OP posts:

nancy75 · 12/12/2008 10:19

i think they will refund/take off next order, i rang their customer service ages ago about frozen 'fresh' chicken and they were actually really good. i was surprised.

MotherChristmas2OliverJames · 12/12/2008 10:33

Asda will upgrade your items so that you don't go without, you can refuse at the door if you are not happy with the replacement.

randomxmas · 12/12/2008 10:37

It's a disgrace that they have charged you to deliver missing things. Wonder what the contract of their shop delivery says on this. You agree to this when you order from them.

jelliebelly · 12/12/2008 10:41

We stopped using Tesco delivery ages ago because of this kind of thing - now use Ocado - never late, friendly polite drivers, hardly ever any substitutions and not as expensive as you'd think!! - many branded items are now price matched to Tesco in any event

clayre · 12/12/2008 10:42

when my tescoo order had no chilled food one week, the driver had gave it to someone else, i phoned up and complained and someone came out in their car and delivered the food and i got my original delivery refunded

vjg13 · 12/12/2008 11:31

I'm sure you will get a refund but it will take ages for them to respond to an email. Maybe ring up and go mad!!

Original poster

andyrobo237 · 12/12/2008 14:24

I havent got the energy to ring up and go mad, but I have had a holding email off them:

I just want to let you know that your email has successfully reached us.

We're receiving a large number of enquiries at the moment, so there will be a delay in getting back to you. But I want to let you know that you are very important to us and we will be back in touch quickly as we can.

Can I ask you to be patient with us too? I promise we will be back in touch, but if we receive duplicate emails it may prevent us from getting back to you as quickly as we'd hope.

Thank you.

Tesco Customer Service

Well that made me laugh!!

OP posts:

choccynutter · 12/12/2008 14:39

tesco are crap anyway my fella works that and hates

potplant · 12/12/2008 14:42

Ring them up - they'll never reply to the email

Original poster

andyrobo237 · 13/12/2008 20:20

Update:

Tesco's have refunded the original £4 delivery charge AND the £6 charge from the following day AND given me a further £5 off voucher - so that is a result!!

OP posts:

mumof2222222222222222boys · 13/12/2008 22:34

I always complain when they cock up / deliver off stuff, and to be fair, they have responded appropriately (taken money off) and when the same thing happened to me they came round the next morning at no charge. I had a big battle with them about excessive no of plastic bags (about 40 for a £140 shop) when I said no bags, I'll have the green points. I ranted and raved a couple of times...went to Sainsburys, and then Tescos gave me £15 off and have limited the no of plastic bags since.

I am not a complete moaning minnie, but it does get results sometimes. !

thenewme · 13/12/2008 22:37

Did you do another order for the missing stuff? How did you get them to deliver them?
I won't use Tesco now but never had that option when things were missing from my order.

pecanpie · 13/12/2008 22:42

I had the same sorts of issues with Tesco where about 1/2 of my order was missing... Didn't get as far as re-delivery, got them to take it all away and did my shopping elsewhere, but I wanted an apology which was a battle. They should have refunded your delivery charge immediately and I can't believe they tried to charge you to redeliver some items!

I now happily shop with Ocado - nice drivers, never lose my order, always on time or even early, get a text to tell me the name of my driver and the colour of the van (ok, nice but not essential). I LOVE Ocado. Oh - if there are any slight problems with an Ocado order (e.g. slightly late) they refund the delivery charge and send a free bottle of wine in the next order which is completely unecessary...

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