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Original poster

f ing tesco online

27 replies

oopsanta · 14/12/2004 10:45

Do you think I was right to complain- and who else do i complain to now I have threatened it!! Oh why am i so grumpy today- the amn at the call centre was nice though and we did agree that I was today's crazy call that would make them laugh at lunchtime. I did threatent to go to tesco and vomit in the aisles!

"dear Tesco Customer Services,
I logged on to do my shopping this morning. The front page of the site suggested I reserve a delivery slot before I started to shop. I tried this, but it wouldn't let me.
I did some of my shop and then proceeded to checkout and then booked my delivery slot. The site then said I could amend my basket, which i proceeded to do. Then it wouldn't accept the amendment.
So then I had no way of knowing what was to be delivered as I couldn't access either the new or the old basket.

I phoned you customer services and spoke to a nice man who took a little while to work out what the problem was but he felt he could sort it out. However, he was also unable to deal with it. He was very pleasant and helpful but was unable to help me more.

It seems the problem was that the slot I was booking was for this evening. It was available and let me take it when I was at the checkout, but not from the front page. Even though I'd tried to amend my order before 10am (tho' I was unaware of the deadline), it wouldn't accept it.
I understand what the problem was with my shop and why you were unable to deal with it.
My point is that the website didn't tell me that I couldn't pre select a slot for the same day, it didn't tell me that I couldn't amend my basket for a slot on the same day and then didn't let me know whay it wouldn't update my shopping basket.

Including the phone call I made to you dept, I wasted about an hour to have the possibility of half my ordered shopping delivered!

What a mess, I am really annoyed. i have a young child with me at home and I am sufferring form morning sickness as I am pregnant which means that going to the supermarket is very hard for me. I am likely to vomit in the aisles as it is very difficult to look at or smell food for me at the moment.
I thought a TESCO online shop would just be the most helpful thing. How wrong I was!!

How you run your service is totally up to you, but I do believe that is wrong to advertise a service that you can't provide and will be complaining to the relevant authority. "
Sorry it is a long one , but my blood is boiling!

OP posts:
Kaysleighbells · 14/12/2004 11:03

You were absolutely right to complain. Could you try Tesco Head Office next.

Original poster
oopsanta · 14/12/2004 11:07

Head office is a good idea- but who do you reckon is the relevant authority?
I should get a smaller horse somedays!

OP posts:
Kaysleighbells · 14/12/2004 11:12

There must be a director of customer services somewhere at the top of the tesco tree. You stay on that horse until you have slain the dragon

Original poster
oopsanta · 14/12/2004 11:15

i just got an email back from them saying they are experiencing technical difficulties so may take a while to reply to my email. Technical difficulties my a**se!
grrrr

OP posts:
DoesntChristmasDragOn · 14/12/2004 11:17

May I just start by saying that I hate Tescos online. However, I have always been given a message when trying to reserve a "same day" slot in advance that this can only be done at checkout. I always reserve a later convenient slot and then change it at checkout is the same day one is available. Never tried to amend a same day delivery though.

Original poster
oopsanta · 14/12/2004 11:19

it just annoys me that it seemd that i could do it, so I just wasted age on it. I wouldn't have meinded if they'd stated from the outset that this was imposs.
Should move away from the computer now....real life is out there somewhere ....

OP posts:
Kaysleighbells · 14/12/2004 11:21

Ok, have made a call and the person you need to conatct is Ian Naylor, Head of Customer Services
Tesco Head Office
PO Box 73
Dryburgh Industrial estate
Baird Avenue
Dundee DD1 9NF
Tel :- 0800 505555

Original poster
oopsanta · 14/12/2004 11:37

are you at home and should be doing something else too Kaysleighbells? Thanks anyway

OP posts:
Kaysleighbells · 14/12/2004 12:00

no oopsanta, I'm at work and should defintely be doing something else

Kaz33 · 14/12/2004 13:58

Did you know that they are being investigated by the OFT for overcharging customers, offloading food at sell by date etc..?

I hate them - I always have at least one complaint. The latest which has finally done for me is that i reserved a slot, did half my shopping and then came back later and finished it. However, only the first part of the shop was delivered. When I spoke to customer services they told me that I had not confirmed my changes and it was still sitting in my basket. This is what there computer showed, however when they went into my account I was correct.

Now lets see, apologies - NO, offer to deliver the rest free of charge - NO, refund of delivery charge - NO. Squat all.

Bye, bye Tesco's - I'm going back to Ocado, lovely, friendly, efficient.

Kaysleighbells · 14/12/2004 14:01

That doesn't suprise me Kaz33. I get really annoyed with stuff having a sell-by date of the day it is delivered. FFS, do they think we are going to eat a weeks worth of food in one day.
And that is with me writing "Longest possile sell-by" in all my notes fields for regular items.

juniperdropofbrandy · 14/12/2004 14:05

I'm not over keen either. I rarely use them as Asdas a gnats sneeze from me but used them the other day to get champagne etc..and they didn't take the £10 voucher off. I rang and they took it off and emailed me but even so....humph!

Flumberrysauce · 14/12/2004 14:05

One word for you:

OCADO

juniperdropofbrandy · 14/12/2004 14:07

I don't think they deliver in my area? Never heard of them doing so?

Original poster
oopsanta · 14/12/2004 14:19

yes ocado sounds good, but everything is a little bit more expensive and then the bill is quite a bit more expensive...still it is quality and they do natureboy/girl nappies.
will send my email to OFT then. Amkes me feel a bit better- should get out more, but have the sleepiest baby today whih is great, I can just chill and rest a bit as have the first trimester tiredness aswell as the ms

OP posts:
Poshpaws · 14/12/2004 14:51

I'm going back to Ocado too.

Last weeks delivery had a bags worth of shopping missing, yesterdays was two bags!!

Nice woman on customer service desk called the delivery van who said that these items had never been packed .

I complained profusely - refunded delivery charge (will not see until next credit card statement, so not yet convinced) and will deliver rest of shopping tonight .

Agree with sell by dates and singular items ALWAYS missing. Have had enough!!!

Original poster
oopsanta · 14/12/2004 15:00

so just done an online with ocad and it was pretty much the same as tesco- so maybe take it back that they are expensive.
Thanks for all the sympathy- I feel a bit stoopid that I got soo angry- not usually like me.

OP posts:
Original poster
oopsanta · 14/12/2004 15:02

the best one with tescao was whe I orered the really boring stuff- tins and loo roll, and it came 10pm one night
DH was craving cake r biscuits and kept on at me to hijack the van. When we sifted thru all the shopping, we noticed hthere were 3 tins of sweetcorn missing- but as a replacement there was a packet of choc croissants, mince pies and jaffa cakes Hurrah for crapness at tesco!

OP posts:
otto · 14/12/2004 15:28

I've been using Sainsbury's online an it's service is just as hopeless. The last time I placed an order the driver turned up without my shopping and then rememered that he'd delivered it to somebody else. I wrote a long complaint letter to customer services and they wrote back quite promptly and admitted that the service was 'not meeting their expectations'. They also gave 2000 nectar points and have sent me loads of vouchers and a birthday card with a voucher to claim some free moisturiser.

It's nice to have the freebies, but I'd rather have a service that worked. I was considering swapping to Tesco, but it sounds just as bad.

Maiakins · 14/12/2004 17:47

I complained to Tesco's Head Office about a series of things back in April but never received a response, despite sending the letter three times since! Let me know if you hear anything as I've boycotted Tesco.com since then! Ocado is brilliant, and we've always had excellent experiences with Asda.

Dizzylizzy · 14/12/2004 17:54

I have been using ASDA for a couple of years now and would not change to anywhere else, I was thinking of trying Tesco, but dont think I'll bother now, may see if Ocado deliver in my area.

Starofbethlibbhem · 14/12/2004 17:55

Kaysleighbells, that is a really useful address - I have constant problems with them and they never bother doing anything. Sadly we don't get Ocado here otherwise I would use them.

They really are hopeless aren't they? I recall another thread about Tescos being pants on here before but could not find it recently. Hope it isn't because they have an advertising slot here . . . .

foxinsocks · 14/12/2004 18:03

I have tried them all now and they are have irritating downsides!

Ocado had great service but it is just too expensive for me to shop there every week. The weeks I ordered, there were a few products they didn't have.

Tescos were OK but had loads of substitutions and took ages to respond to any email I sent to them.

I had a few bad experiences with Sainsburys but found their customer service quite good. I got vouchers both times and fairly quickly. I also think their substitutions have gone down dramatically (must be this new bloke in charge!).

I think a lot of it depends on the local store where your delivery comes from. Our local main Sainsburys is very good and I've persisted with them and I must say, I'm quite pleased with the service I get now.

foxinsocks · 14/12/2004 18:04

should say they all not they are!

foxinsocks · 14/12/2004 18:05

but don't get me started on Index (who've just overcharged me) or Woolworths online gggrrr