NOW CLOSED Tesco.com grocery shopping feedback thread

[TheOtherHelenMumsnet]

This thread is for the 10 Mumsnetters who are trying out online grocery shopping with Tesco.com/groceries. Below are some questions to get you started but please feel free to leave any other comments you may have too.

Everyone who adds their comments to this thread will be entered into a prize draw to win a £100 giftcard to spend on Tesco wines, clothing and Direct.

Questions:
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?
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?
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?
Q4 If you've ever used any other online grocery delivery service, how does Tesco.com/groceries compare?

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?
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?

Thanks and good luck with the prize draw
MNHQ

My only comment is, if I've spent over £100 on my shopping you can deliver it to my kitchen (which is in the basement) and not give me some cock and bull story about health and safety making it impossible for you to walk down a flight of stairs. Especially when I've got my leg in bandages having just had an operation

Order placed. Just settling DCs and will be back!!

Hi - this is post order, pre delivery.
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?

I thought it seemed quite popular, having seen vans appearing locally every so often. I had tried it recently, having changed from a saturday night instore shop at Asda to a delivery from Tesco. Mainly lured by Clubcard points...

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 really liked the shopping list in the top right hand corner as it saved me having to use a 'search' facility. it also came up with a helpful list of aisles to make it even quicker. I would have liked a running total alongside. The reminder re: missed special offers was brilliant.

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?

Definitely saved time in getting the usual two cucumbers, box of eggs, etc. Also a handy reminder. i did wonder if I missed special offers by using this, but time was more important. The only irritant was that EVERYTHING was on it, not just frequent purchases. I think it would be a spearate exercise to delete the non favourite items.

Q4 If you've ever used any other online grocery delivery service, how does Tesco.com/groceries compare?

Very simple to use. Amazed at how easy it was to get a choice of next day slots at lunch time.

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, definitely. Good range of products incl vegetarian. Easy to use, and easy to get a next day slot.

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?

Yes. I liked the range of products, and the ability to leave a choice regarding substitutions.

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?

I have been using tesco for a few years now. Usually on average about twice a month but it really does depend on how well the delivery goes. The favourites section does make shopping a lot easier and I can get a weeks shopping done in about 20 minutes and then carry on with the demands of four children!

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 tend to always start with the special offers tab. Sometimes this makes up half of my shopping. I do find it hard to find the special offers I want. Whilst u list the bOGoFs and the half price items the ones u advertise for £1 tend to be hidden and sometimes I just don't have the time to search. It's also annoying that when I book my slot the offers that end before my delivery slot are still shown so I may put these in my basket only to find that at the end when checking out that they are invalid for my delivery date. Is there a way of eliminating the offers that expire before delivery??? Also a way to show what will be on offer when delivery is booked for???

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?

After I have gone through special offers I ALWAYS use my favourites. It's quick and easy and I like the alternatives given if something isn't in stock. I reckon this section saves me at least an hour especially with checking ingredients of baby food as DS is dairy intolerant so I know all the foods in my faves are ok for him as I have checked before!!

Q4 If you've ever used any other online grocery delivery service, how does Tesco.com/groceries compare?

I have tried to use Asda online and struggled with it. It was time consuming without the faves section and I also found that stuff on offer in store was not listed at that price online!! I do like the fact that tesco now offer price match.

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?

My sister sometimes uses my account to do the odd shop and loves how it can be done so quick if she uses my favourites. So yes I will recommend in future!

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'm a mum of four and a childminder so I find it a lot easier to shop online. Tesco make this easy and convenient for me. The only thing that stops me shopping every week via tesco is the delivery cost really. In my street I sometimes see tescos go to two or three houses at different times on same day. Is there any way (like Asda do) of coordinating when a van is in the area and at time of booking showing this with a cheaper delivery cost??????
I also have to add that if I have a terrible delivery where lots of things are substituted (baby food 4 month jars for 7 month jars , size 5 nappies for size 3 etc) then I tend to avoid for a while. Sometimes even the delivery drivers can't apologise enough for the stupidity of the shoppers!

Thanks tescos!!!!!!

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?

I've used Tesco online delivery once before and to be honest I wasn't impressed, not with the website or the method of placing the order, I though that was fab. It was the produce I received that were the issue, I had unsuitable substitutions and a lot of the fresh produce had very short shelf life left on them. That aside I am always willing to give someone a second chance to prove themselves!

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 found the site logically arranged, easy to navigate and loved the 'favourites' section at the top, as although I haven't shopped online for a long time I do shop in store and the fact that all of my regular items are rememered saved me a lot of time that I'd otherwise be trawling through to find them. I also like the face that within the shopping basket it will point to where you have missed on a promotion.

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?

Referring to my previous answer, I loved the favourites tool. It saved me a massive amount of time which is essential when you have two small children demanding attention! It probably saved me a good 30 mins or so.

Q4 If you've ever used any other online grocery delivery service, how does Tesco.com/groceries compare?

I tend to use Sainsburys for my online shopping which I can get done a lot faster than it took me to day but that's probably just down to being familliar with the site and knowing exactly where everything is. I did find Tesco just as simple to use though so over time I'm sure I'd get much quicker at placing an order.

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?

There is a good range of produce and the site is easy to use with plenty of available delivery slots so based on that yes. A positive recommendation would also depend on the actual delivery and the produce.

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?

Again referring to my previous answer, whether I us Tesco.com deliveries again now depends on my delivery. I have no complaints about the site, I think it's fab, lets just hope the quality of the produce delivered (and that any substitutions that are needed are suitable) does not let it down.

Thanks Tesco for giving me the opportunity to try your online delivery out again, I hope I'm impressed

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.

just marking place on thread.
managed to get a delivery slot for tomorrow so will be back then with my feedback.

Well, it all seems to have gone horribly wrong, so will be an interesting test for tesco. Placed order last night, and used saved credit card to pay. Then realised this morning that cc at limit as my car has cost hundreds this month. Tried to change payment method at 8am for 6pm delivery and couldn't. Changed card details on my account and rang tesco. Noel (v nice) assured me tesco would ring when cc refused and I could use alternative then. They didn't ring, they sent a text and as I am at work I didn't check til about an hour later. At 1pm no answer from the number asking me to ring so I rang the after 2pm number. Deliveries answered, tried to take new card - wouldn't go thro. I suggest they need start date, its a debit card etc. Passed to team leader. Guide price changed from 108 to 116 and vouchers have disappeared. Cancelled by cc refusal, so not a cheap 62 quid shop anymore, but 50 quid more. I am now left stressed (I did what I could earlier to resolve my using the wrong card) and waiting for a call back. I don't know who took my card details or whether my shopping will be delivered. Will update when i know.

Sorry to hear you've had problems with this grumpy - Tesco have asked us to post this message:

"Sorry to hear you've experienced problems. Tesco would like to help but will need to know your email or order number in order to look in to this - if you can respond to the email that Gemma from Tesco sent to you yesterday with this information she will pick it up and get back to you."

Hiya, just come out of meeting and no promised phone call from tesco. Food was meant between six and seven so no idea what is happening. What I find staggering is that from my call at 8am alerting them that I used the wrong card and wanting to use an alternative (debit card, hundreds of pounds in credit) I have ended up not knowing if I will get food delivered. Deliberately hadn't emailed gemma as ordinary customer wouldn't be able to but will do now, thanks

A1
I had heard both good and bad things about online grocery shopping (mainly from Mumsnet) so this was a perfect opportunity to form an opinion of my own, I have never used any of the supermarket online grocery services before -
I live a 5mins walk from Tesco, Aldi and Asda and pass by them almost every day so have never really felt the need to get my shopping delivered.

And as it was my 1st order I got £10 off my shopping as well, which I didn't know about so that was a welcome surprise!

A2
The site was no fuss and simple to look at, and easy to use and navigate through once I had found my way.
I liked the "missed special offers" and the "favourites list" I saved quite a few ££'s using both these tools.

A3
The "favourites" tool definitely saved me some time - I wasn't in much of a hurry tbh so didn't notice how much time was saved but it made shopping a lot quicker having mostly everything under one section.

It also helped me remember some of our items as I had a bit of a mental block when it came to trying to think what we usually get.

A4
This is my first time online grocery shopping so nothing to compare to.
Although that said, I do like going round the supermarket bumping into people I know, taking time and browsing the reduced shelves, finding new products.. etc.. So comparing vitual shopping to actual shopping, I prefer actual.

A5
Yes, I would recommend using Tesco.com to others, it's a great time saver and frees up your day to get on with other things.
I have had no problems at all with my delivery, all packed properly and the delivery driver was very helpful and friendly.

A6
Yes, I would use the site again - not all the time as I have said before, I love actual supermarket shopping - but in bad weather, holidays, due to illness or if I'm in a "just can't be bothered" type of mood I would.

Out of 60+ items I had no substitutes, I was really surprised at that actually, as this is the main reason that has put me off online shopping with supermarkets.

Can I add a few queries?

Substitutions - is there some way that you can choose what your substituted item would be? ie; a 2nd choice tool (maybe there is and I didn't see it)
Visa Electron card- why are these not acccepted? This is the only card I have so I had to borrow my husbands to register payment details.

Thank you Tesco & Mumsnet for giving me the chance to review the site and for the vouchers :)

Well the outcome is that I have received my order (minus one cucumber!) at the earliest time I could have chosen (6pm in a 6pm - 7pm slot). I did receive a call (and email and an earlier call my mum took) from a pleasant man at Customer Service. Apparently the vouchers caused a problem thro not being recognised so in the end the full amount was taken and then £54 refunded (vouchers plus delivery charge).

I think the customer service people and head of marketing were very lovely and apologetic. My issues are:

no ability to change card quickly
text rather than call to say card refused/ alternative payment please - I tend to ignore texts at work
taking the full amount could have been a problem at the end of the month!

on the whole i will probably use tesco again, but the lack of contact from the shop itself (rather than customer service/ head of marketing) is a bit worrying - if this wasn't a test, would my shopping be here now?

Oh, my other point is the guide price against final price - when you order a number of loose items (eg 6 apples), or meat, the total can increase by quite a lot. EG my guide price was £108 but the actual total was (I think) £125.

Small niggle.

Oh dear. Slot booked was 6-8pm. Text said between 6:50-7:50pm........ Still no shopping. Hope it hurries up I wanna go bed!!

Great. Rang tesco. Apparently van breakdowns no idea when delivery will be. No phone all though I had to ring tesco!!! Having been up since 5:30am this is not what I needed tonight

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?

I had heard people complaining that fresh vegetable were just about past their best and not the ones you would pick yourself if in store

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?

the 1st time you use it it is quite slow but once you have made a couple of orders it is really very quick.

Q3 How did you find the 'favourites' tool to use? Did you find it useful or not?

Very useful

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?

yes it probably saved 30mins

Q4 If you've ever used any other online grocery delivery service, how does Tesco.com/groceries compare?

as good as Sainsburies

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 - I have done!

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?

yes - I think I spent less plus I saved the petrol money. I didn't have to lug the shopping down our long garden path. The deliveries have always been trouble free

Omg am not happy at all. I might have had £50 off this shop but that's not the point. I have now spent over 20 minutes using mobile on an 0845 number. Finally found out the blokes sat nav is broke and he has returned to store. Delivery will be tonight but may not be for an hour maybe two. Am not a happy customer at all. It's alright having a smooth website to place an order but if the shopping doesn't arrive or is delayed with no contact it seriously let's down tesco!

Are you allowed to post if you are not on the product test but use Tescos online grocery shopping on a regular basis?

Because I have one comment. The favourites tab... You should be able to edit it (if you can edit it then I've not figured out how and it should be more obvious). I would not class a product I bought once as 'a favourite' e.g. I bought a tin of quality street for Christmas, it is now a favourite. Also I don't like the 'Oooohhh you should try this' in my favourites. My favourites is now 7 pages long and it's no longer that useful.

If I'm not allowed to post here, please delete... I wouldn't want to ruin the product test.

Ok so apparently (I rang them again) no delivery tonight. No alternative time or date offered and no refund offered either so tesco get to keep my money(shop was more than £50) and my shopping it seems. Am I expected to wait in all day tomorrow incase they turn up!!?????? How do I get my shopping now without getting my DCs out of bed and travelling to store at 9pm at night??? Yes this was suggested by the lovely Scottish customer care assistant.

Had enough. Off to bed. Feedback still stands for the website but if the stores fail to deliver and customer services fail to give answers or solutions then it doesn't matter how good the website is really!!!

I suppose the £50 for the feedback will now be taken back and in a few days my money will go back to my account. I will see if anyone bothers to contact me tomorrow about my shopping but for now I'm off to bed.

petrean if u go to favourites in the btm left corner there's a cross to delete each item - ie each item has a cross iyswim? Discovered this when trying to choose between my three 'favourite' types of banana!
!onkerz - sorry you are having a disaster.

I am not part of the product test but regularly use tesco grocery delivery and have the following comments:

1 - I like the special offers list so you can search all offers

2 - I like that shopping can be delivered without bags so I don't end up with 40 plastic bags a week!

3 - There have been several issues with barely in date items being delivered - they are meant to flag these up on your receipt so that you can return them if you wish but this does not always happen. Today I got 8 muffins delivered at 9pm which are best before tomorrow...

4- the service seems to depend a LOT on the mood of the delivery driver - some are delightful - very helpful, take shopping to kitchen, help unpack. Others are barely civil.

5 - when you email tesco with an issue relating to your online order they ALWAYS phone you back rather than email. If they cannot get hold of you they send you an email saying "we tried to contact you". Why not just reply by email in the first place? So much easier.

6- would like the option to see when a van is in my local area - ideally with a reduced delivery charge.

7 - I like the price match offer if something is out of stock and they replace but this does not always work. At christmas I ordered two bottles of cava that were on special offer. When my shopping was delivered apparently there were " no suitable replacements" which I found hard to believe.....

Not part of the offical test, but have given up with Tesco. Communication between head office on-line people, local on-line team and delivery drivers is dire. I lost count of the times I was told 'well 'they' said they would do x, but haven't', or 'I don't know anything about it'. A real 'it's not my fault' attitude in customer service. Have gone back to Sainsburys.

Thought I would update. Last night at just after 10 (I was in bed) the doorbell rang and it was my shopping which is great but no apologies and a huge phone bill and a lot of stress to me! Thanks tesco. As I said in my feedback initially. The things that stop me ordering weekly are the cost of delivery and when they mess up. Well Beaumont leys store in Leicester messed up and the customer services people in Scotland were a nightmare.

Shopping was delivered late evening yesterday, in the time slot I'd been sent by txt. I wasn't in, but DH was, and he had typed up a little report by the time I got back (ah bless him!).

So here is mascarpone's DH's report:
Friendly delivery driver who carried everything through to the kitchen and helped identify the substitutions.

Generally things are fine but the key criticisms are:

3 for £10 salmon was oddly substituted with cod. Not only that but instead of the 3 we had actually ordered, the delivery sheet said we had ordered 9 at a total of £30! Substitution rejected so it didn't matter.

1 jelly in a 6 for £2 offer was substituted for a no added sugar version - accepted.

4 breakfast muffins substituted for 6 (scotch) pancakes - accepted but not quite sure why I did - probably wouldn't have swapped like that if instore.

A jar of chutney was sticky and in a state that I wouldn't have picked it from the shelf myself - it had to be cleaned before going in the cupboard.

We ordered a meal for £10 but one product (the main) wasn't available and wasn't substituted (not quite sure why not). We therefore paid £12.49 for three items instead of £10 for 4. I phoned the helpline and was promised a refund of £2.49 to take the total back to £10 and then because 1 of 4 products was missing I'd be refunded 1/4 of £10, i.e. £2.50. A total of £4.49. Not sure whether I thought that £2.50 was fair but since the bottle of wine is the most expensive part of the deal and we did keep that it seems resonable. Had it been the wine that was missing it wouldn't have been.

Oddly there was no suitable substitution available for pitted black olives either - usually there are cans instead of jars at least, or even organic ones in smaller jars.

Other than that the promotion savings part of the recept is quite hard to interpret. One line is simply marked - "Buy 2 for £3 -0.56" - I think it is probably the Yeo Valley Yoghurt but it could be clearer if it said "Yeo V Buy 2 for £3"

In talking it through, DH and I agreed that it would be useful if it was clearer on the receipt whether bits were missing from the £10 meal order so that you had the option to return the whole lot. To be honest, we only ordered the £10 meal deal to see what would happen ( do you think we are taking this a bit too seriously?!). As it is, we are now left without the major bit of the meal.

Bonkerz sounds like you have had a nightmare.... The lack of apology would seriously annoy me.