Tesco's "Complete Mess" Delivery Service
I have emailed the letter below to online@tesco.co.uk and terry.leahy@uk.tesco.com after a really distressing experience this evening.
I placed the above online grocery order and arranged delivery for 28th March 2008 between 9-11pm. The driver arrived at 9.10pm approx and straight away i noticed that my order was not 'in carrier bags' as requested. Furthermore the order contained 2 items of dog food, one bag of dried dog food plus six tins of dog food - i do not have a dog. It also contained a packet of 6 snow ball cakes, which i had also not ordered. There was only one '21 pack' of walkers crisps - i had ordered 2, and to be honest this was the final straw. Myself and the driver began to 'tick' items off on the receipt but it became clear that the order was a complete mess, the driver said it would look badly on him as he was limited to time spent at each address so i asked him to take the order back. He advised me to telephone customer services to re-arrange the slot which i did soon after. I explained the issues to the operator and they arranged re-delivery for the following day - 24 hours after my original order. I also explained that i do my shopping online as i am disabled and have a young child at home, and we now have no food. The operator apologised - i also pointed out that as my delivery was completely messed up through NO fault of my own i objected to paying delivery charges, he said 'Tesco delivered your shopping - you sent it back!' - is this what you call customer service?? My order was totally incorrect, packaged incorrectly and now i'm told its my fault and expected to pay for an inferior service. The call ended.
I then went to log into my Tesco account to check the change of delivery time, to my surprise the total amount of my shopping had increased by almost £20! Again i telephoned customer services only to be told that as the 'home delivery team' worked short hours there was no-one available to find out the reason. I requested that the order be cancelled completely.
Now this leaves me with not only no shopping but no further funds to do my shopping elsewhere as the funds have been debited from my debit card and upon speaking to customer services for a third time i am advised that it can take up to 5 days for a refund. I really cannot believe that i could be left in such a complete and utter mess and no offer to rectify the situation. None of this is my fault and i will certainly think twice before using Tesco again - which is a real shame as i have used Tesco for almost 12 months now - but i suppose my business hardly makes a difference.
I just hope someone in a similar situation to myself may not have to experience anything like this, i will be sending a copy of this email to Watchdog and Motability Magazine as i think you're customer service is non existent.
I would like to continue shopping with Tesco but do not feel confident my custom is valued or that you are able to provide a basic delivery service.
I hope you are able to get to the bottom of these problems and look forward to speaking to someone in authority who is able to take ownership of this and bring it to a mutually acceptable conclusion.
Yours Faithfully
Mrs Diane Dawson
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WARNING
On Sunday 30 march 2009 I purchased a weekly shop at Tesco's store in xxxxxxx branch. I had a total of eight bags of which one was mistakenly left at the checkout. I live less than ten minutes from the store so I returned in the hope of collecting the goods. As it was a Sunday I got back as the store was closing but less than 30 minutes since the purchase. I entered the store and spoke to customer services to be informed that my property which I had mistakenly left at the checkout had been put back on the shelves. They then said they were closed and I could not collect it until Monday.
The goods had been paid for and packed in my own personal nylon carry bag? Yet although the bag was returned by the customer service representative the goods that should have been in the bag had been put back on the shelves???
The law states that property is generally deemed to have been mislaid if it is found in a place where the true owner did intend to set it down, but then forgot to pick it up again. For example, goods paid for and then found in a shop lying on a counter by a cash register are deemed by law to be misplaced. Under common law principles, the finder of a misplaced object in these circumstances has a duty to turn it over to the owner of the premises, on the theory that the true owner is likely to return to that location to search for his misplaced item.
The checkout girl knew that the goods had been paid for and that the property was mislaid and the goods were handed over to the store. However the goods were put back on the shelf? When I spoke to the customer services representative I was told sorry we are closed, I was given my nylon bag and told to return Monday to sort it out. The question is why where my good unpacked and replaced on the shelves when the law clearly states that a person may commit an act of theft by acquiring lost property without making a reasonable effort to return the property to its rightful owner. Repacking it on the shelves does not constitute a reasonable effort???
Did you have any chilled or frozen products in the bag? If so then these products would have been recorded as paid for and left behind and put straight back because they need to be chilled or frozen. They probably put other products back because they need to be cleared because they were closing. It all should have been recorded at the customer service desk so if and when you come back to get your shopping you can claim it back. Also, what time did you arrive in the store, if it was after 4pm, then you shouldnt have been allowed in due to the sunday trading laws, and legally they wouldnt have been able to serve you as the store was closed dead on 4pm to comply with sunday trading, however if it was say 5 minuites before 4pm then they shouldve gone to get it for you.
The home shopping scenario, yes thats bad customer service.
dear mrs dawson,
there seems to be a few points which need to be made and a few exaggerations quashed.
Firstly, mistakes happen. No one is perfect and it is entirely unreasonable to expect everything to run perfectly every time - so is it such a huge problem when your shopping has mistakenly been mixed with someone else's?
Secondly, the items you mentioned don't seem to lend themselves as huge errors and there was nothing to stop you accepting the order (if you were completely out of food surely this would have made sense?) then calling customer services to arrange for refund/redelivery of the missing items. this would have allowed you to have some shopping to tide you over whilst the rest was delivered.
Thirdly, you stated you wanted your "delivery charge" back. This seems almost fair but i would have said you were entitled to half your service charge as that corresponds to the picking of items, which is clearly where the error occurred.
Fourthly, the price online is only a guide price and can be different to the final price charged on any order. As offers are generally changed on Tuesday evenings then you probably had no reason to worry about things being different - obviously any weighed , out of stock or substituted items may change price.
Lastly, for the refund to be processed and take up to 5 days to arrive back in your account - take that up with banking regulations as refunds are actioned electronically and immediately requested, your bank takes the 3 to 5 days to actually give you your money back.
P.S. I wonder what child services would have to say about a household where cupboards are left completely bare before shopping is brought in?
Why should Mrs Dawson pay for a delivery charge again because of Tesco's incompetence? Complete shambles.
I agree with the anonymous poster (why does everyone want to be anonymous anyway?) that it probably would have been better to accept some of the items rather than starve one's offspring, but still, can't the deny the sub-par service in this case.
Rich I can see you are going to be rather amusing
Rich I can see you are going to be rather amusing
Dear Anonymous
In answer to your comments (from which i can only think that you are employed by Tesco) i would like to reply as follows:
1. I asked the driver on 3 separate occassions if the shopping was definatley mine as it seemed so innacurately picked as well as packed. It did not match my order. I agree that mistakes can ahhpen - we are only human after all - it is what we do to rectify them that matters and Tesco have failed miserably in doing so.
2. I could not accept the order because the driver was ranting on about how it would throw him off schedule if i had checked off each item as i had begun to do. After checking off the first crate of 6 items i found i had only ordered 1 of them and it was at his suggestion that it would easier to send the order back! Why would i want to accept an order that was wholly incomplete and then have to fight to get the correct items delivered.
3. As for the delivery charge - who pays for a service that they haven't recieved?
4. My order price should not have changed by so much as a penny - i placed my order correctly - it was picked and packed incorrectly. the only reason i could see for any change would be if something like you say was out of stock but surely this would not have been known until the next day - not within 5 minutes of telephoning customer services. And the price had increased by almost £20 - even the customer service agent couldn't work that one out.
5. As for the refund well i again have paid for something i haven't recieved - granted the banks processing is to blame here and had Tesco been able to guarantee a correct re-delivery i would have gladly accepted - the customer service agent said he could not at which point i cancelled the entire order.
Shopping online is not a luxury for me, it is a necessity and thanks to my parents helping out we did not go without. In this day and age where we pay good money for a high cost of living it is surely only fair that we recieve a service which reflects the charges. If you are fortunate enough to recieve outstanding service 100% of the time then good for you, however your attitude strongly resembles the customer service that Tesco offer these days.
Gipsy Joe what do you mean? I can't help but sense hostility just because I'm pro-Tesco.
To the original poster I think you make a very strong defence indeed, and it's good to see the OP replying to comments.
And you will shop at tesco or a supermarket, you nutter!
What a whiney git. Tesco screwed up, big deal. Sounds to me like you want to take advantage of their mistake beyond an acceptable refund / redelivery. And what does your disability and the fact you have children have to do with anything here? Stop trying to make people pity you for the sake of getting an edge over a supermarket that made a mistake.
If you have bought anything from Tesco that you were not happy with and did not receive the customer service support that you expected then please carry on reading.
I have come across lots of people who have bought items from Tesco and they have broken down and they have not received the support from Tesco to help them rectify the matter. I myself have had a problem with Tesco where an Item has broken down, a wall mounted TV and have been for the past couple of years trying to get it sorted with so many different promises to get the tv replaced, repaired with none of them every happening.
Tesco feel that they are a large company who do not have to worry about customer feedback or about upsetting customers as there are always other people who would go and buy there products so the people who are not happy and there are thousands of them each year, it does not matter to them as they are the biggest supermarket in the UK with the highest turnover.
The customer support I and so many other people have received has been very disgusting. What I am asking people on this forum to do is, to tell their friends about this posting and if you have had a product that you have bought from Tesco or if you have had a service from Tesco or are simply not happy about the way you have been treated by Tesco then please join others like yourself who are making their feelings known by contacting the Chief Executive office on 01707 395150 and ask for Helen and make yourself known to them about your complaint.
We will also be arranging in the new future demonstrations around the UK about the way Tesco treat customers.
Join everyone now who is not happy with Tesco and phone the Cheif Executive office and make yourself be heard and do not let this big company get away with treating their customers in this way.
Everyone on this needs to think about how hard it really is to do their shopping themselves - i bet your grans and great grans did it with more than a couple of kids where public transport was much less available than it is now.
You all have it easy and when it gets a little bit tough you start thinking the world owes you. naive little children.
Last night i had my shopping delivered when i went to unpack my items there was over half of my shopping delivered. I rang them and asked where it was and they said they will try to contact driver to ask her if anything was left on the van. 10 mins later she rang back to say she cannot contact driver but has left a message for her to ring me and in the meantime she set a refund for the missing items plus refunded delivery price but if the items get found and delivered then the refund would be cancelled.
This morning after taking my children school i rang them to see why the delivery woman never rang back and they said its too late to do anything and what i was told last night was wrong.
THIS IS TOTALLY UNACCEPTABLE WHAT THEY ARE DOING TO US ALL. DO TESCO ACTUALLY WANT OUR CUSTOM!!! THEY SHOULD NOT TELL YOU ONE THING THEN CHANGE THERE MIND
Does anyone have a mistake that was in their favour?
An extra can or bottle of something that you haven't paid for maybe,i don't remember coming across someone having extra good's or too much change,perhap's those mistake's don't happen.Strange..
I know a lot of people use Tesco,i suppose it's just easier to do all your shopping quickly under one roof,and with the increase in Supermarket's it's only going to become even easier.
The comment on here about the shopping habit's in your Gran's time is true i suppose,i'm lucky enough to live in a town in Cornwall where we have a bit more choice we have a local butcher,fruit and veg shop,baker's etc.we do have a Tesco and an Asda both of which i use on occasion,but i find it cheaper and easier to use my local shop's,plus you get the more old fashioned personal shopping experience,which i never seem to get in the supermarket.Unfortunately i also get the old fashioned experience of carrying all those bag's home.(least i get some exercise out of it).
As a delivery driver i can vouch a lot of mistakes do happen and the drivers always seem to bear the brunt of the aggression of customers as they are the face of Tesco on the doorstep, at the end of the days nobody is perfect and these things happen from time to time, considering the amount of deliveries that go without a hitch per week the percentage is quite low.
I had one experience where i was delivering and the delivery was wrong and the customer closed her electric gates and became verbally abusive and continued to do so for a staggering 45 minutes with me unable to leave, i did try to get hold of my manager to speak to the customer but she refused as she could hear the bad language in the background, in the end i told the customer it was not my fault and there was nothing more i could do to help, with this she got even more abusive so i said i was leaving and would jump over the gate and the van was staying, with this she opened the gates and i left.
By now i was running late and several shops remained un-delivered, what was the outcome? i got a bollixing for not completing my deliveries, the customer got a bunch of flowers, full refund on the shopping and a £25 gift voucher for any distress caused, it seems then that we have to take the shit and the customer just gets away with abuse, please remember we are only delivery drivers, if we can help we will but at the end of the day we just get a van loaded with shopping and the address to deliver it to.
i have complained when my order was wrong,however they instantly solved the minor problems.. also the delivery drivers have been very polite and helpful.
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