Q1 What impression (if any) did you have of Tesco.com/groceries before you took part in this test? If you'd used the service before, how had you found it? If you hadn't tried it before, had you heard any feedback on it, either good or bad?
We used to use the Tesco online grocery shopping all the time until Tesco built a store in our town, and since then we've mostly shopped in store with the occasional shop online. We've had a reasonable experience using the service.
Q2 Now thinking about doing your test shop on Tesco.com/groceries, what were your initial impressions of how the site works? Did you find it easy to use or not? What did you like about it the most? And the least?
I think the site is fairly easy to use, once you've got used to it. When you've got the hang of it, it's very quick to get your shopping done, although the 'serendipity' of shopping in the store is missing. In talking to DH it seems that we both use the system quite differently. I tend to get the favourites list up and just run through that, then search for any extras, whereas he uses the multilist search thingy.
Q3 How did you find the 'favourites' tool to use? Did you find it useful or not? Do you think it saved you time using this tool or not? If so, roughly how much time do you think it saved? If you don't think it saved you any time, why not?
I really like the favourites and I think it saves loads of time but I have a few comments/suggestions!
- it doesn't always have all my favourites on it! I noticed last time I shopped online (a couple of weeks ago) and again just now, that things that I have bought recently in store are not on the online favourites list. This might be because I use my clubcard credit card rather than a standard clubcard, but it's a bit irritating.
- it would be useful if it was actually a list of your favourite items, ie things you buy a lot rather than things you have bought once 4 years ago. Perhaps a filter to show things you buy frequently?
- I was pleased to see that there is now a way to bulk delete items from the favourites. I've only ever edited the favourites list once before and it took ages to delete all the 'only ever bought once' items one by one. I only did it because I normally run through the favourites list to shop and it had got to 6 or 7 pages!
- it would be good to be able to see the same product that is in your favourites but in different sizes ie we like Flora but we don't always need a 1kg pot. If you click 'rest of shelf' it takes ages to search through all the options to find it.
- it's a bit irritating having lots of unavailable products, particularly if they are a special buy that's never going to be available again (or until next Christmas!). It would be good to have a way to exclude those from the favourites list.
- it would also be good to have a link from your favourites to what's on offer. Ie I am not particularly bothered about buying the same oranges I had last time but I would like to be able to see what's on offer from the favourites page. DH says that this is what would get him to use the favourites list. Neither of us can be bothered to plough through the massive list of what's on offer - we want to link to it through our favourites.
Q4 If you've ever used any other online grocery delivery service, how does Tesco.com/groceries compare?
We have used Ocado in the past but I wasn't very impressed with their product availability at the point of delivery (ie 11 substitutions in an order of 44 items - 25%). Tesco normally has the odd few substitutions but never that many!
Q5 If it came up in conversation, do you think you'd recommend Tesco.com/groceries to your friends? If so, why? If not, why not?
Yes - once you've got used to it, the system is easy to use. The delivery people are always really nice, chatty and carry it through to the kitchen (and when I was heavily pregnant, helped me unpack it as it was without bags!).
Q6 Do you think you'll use Tesco.com/groceries again in future? If so, why? If not, why not? Would you say this experience will make you do more grocery shopping online rather than in store or not? Why?
I think we'll probably carry on doing a mix of the two. It takes 5 mins to get to our local shop and we can get diesel at the same time, and save the delivery fee which can be a bit steep (ie £6). I also like the odd trip round because you see new things that I wouldn't online. When we online shop, we basically buy what's on the list, whereas in store we get the occasional treat! It's also good going to the store so the kids (aged 5 and 2) see how the supermarket works (or not depending on their mood!).
A few other comments outside your questions:
- Please, please pack things carefully! We have had occasions where a fresh loaf of bread (or similar) has been packed with something heavy on top and has come out as flat as a pancake!
- Substitutions: these have been really random in the past! For example, we asked for Jarlsberg cheese and got parmesan instead. Also, when people order nappies, if you have to substitute them, they need to be the same size! It's no good sending me size 2 Tesco nappies if I've asked for size 5 Tesco nappies because THEY WON'T FIT! Send a different brand instead in the right size.
- if there is a note in the 'note to pickers' box, the pickers need to read it! ie last time I ordered bananas I wrote 'not green bananas, yellow ones please' and what did I get? Yes, green bananas!
- It's not easy to tell how big something is ie is it a small jar of mango chutney or a big one? see point above about having size options of the same thing.
- the search function is a bit weird sometimes. ie today searching for kiwis, shoe polish comes up first. It also doesn't recognise things if you spell it wrongly and you can't search for things by name if the actual item is entered into Tesco's computer system with the wrong spelling.
- this time the system had also forgotten my card details.
- it would be good to have the option to know when the delivery van is also going to be in your area, so that you can book a slot to help reduce journeys/fuel consumption. Ocado certainly used to do this.
- it would be good to have the packet information available when you click through to the individual item ie King Edward potatoes. On the picture it tells you what the potatoes are particularly suitable for, but it's too small to read and the information isn't available anywhere else.