Tesco Direct Goes Indirect! ~ Tesco-Complaint

Tuesday, January 30, 2007

Tesco Direct Goes Indirect!

I am writing to complain about the diabolical service that you provide, called "Tesco Direct". It's the first time I've tried it and I can assure you it will be the last.

Having placed my order online with you on Sunday 28th/01/2007, I received a confirmation email that it would be delivered to the Coventry branch on Tuesday 30/01/2007 and ready for pick up after 4pm. Great I thought, how's that for a fast service until I actually tried to pick it up on the promised date.

I was eventually served by a young lady (Only after someone asked if I was waiting and put a call out for her). From the look on her face, as she approached the desk to serve me, I just knew that this was going to be a bad experience, which eventually proved to be right.

She checked my order number on the computer, looked up at me and said " It was lost", which she seemed to find highly amusing. I could tell this because she was laughing!!!!! Having travelled 20 miles there, to pick up a confirmed order and then being told "it was lost" and with the assistant laughing about it. I did not find this at all amusing

I informed her that it was "no laughing matter and I was disgusted that a company like Tescos could not manage such a simple transaction. Her reply surprised me by saying "It happens quite a lot".!!!!

"Shocking service and simply not good enough" I replied and could she ring up the Tescos branch in Rugby to see if they had one in stock, which I could pick up (Having already paid for it). She informed me that she couldn't do this and would have to refund the money to my card, then instantly adopted a "stroppy" attitude. I could tell this because she actually stopped "laughing" and put on the same facial expression as when she first turned up!!!.

She then proceeded to sort out my refund on the computer, eventually looking up to mumble something before wandering off, out of sight. Ten minutes later, she came back to ask for my card that I had paid with and eventually sorted out my refund.

I then asked if she could ring the Rugby branch, to see if they had one in stock. She then did so with a very,very stroppy look on her face (eyes up in her head, looking at the floor and sucking on her bottom lip).

After 5 minutes of continuous ringing, I told her "I just give up" and said to her " they are not answering are they?". This again seemed to amuse her as she started laughing once again!!!. I just shook my head in disbelief, asked to see her name badge and just walked out.

I thought it would be quicker just to go to the Tescos branch in rugby to see if they had one. Luckily they did, which I had to pay for once again. Having shopped with Tescos for many years, I have never experienced such an occasion as this.

Wasted time, Wasted miles, False assurances and the indignity of being served by a very "immature" customer services assistant who found great amusement at a regular customers disappointment.

66 comments:

TM said...

Interesting to post the order number. I'll have to look that up on the computer at work!

Anonymous said...

TM
Would Love to know the real reason for the c*ck up with out the "eyes up in the head" routine.

TM said...

I wouldn't know the exact reason but at a guess it could be a delayed delivery. It may have been planned to arrive but anything could have delayed the stock getting from the depot to the store. Unless they have a system where they only confirm the collection to you once it's actually arrived in store, the issue you had could arise. Perhaps this is referred to in your T&C of order.

To be honest I don't know too much about Tesco Direct. The Tesco Direct concept where customers can collect at store is a fairly new service. Tesco is the largest on-line grocery retailer in the world so must be doing something right in that area of business.

Al said...

I'd be interested to know what your response would have been had the assistant been more professional.

Would you have taken out your frustration/anger on her despite the fact that it's not her fault if something doesn't arrive?

TM said...

Al you know that is quite likely!

Al said...

From bitter experience, I do indeed.

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