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tesco online.
recieved 3 deliveries had to phone twice because things were wrong,they replace missing/unavalable items with more expensive items,leave out items and are rude when you phone,bad service,wont use again and wont visit their shops.missing items force you to visit shops = lose benefit of home delivery =useless service
i have shopped with tescos online for quite a while now and i must say the service has been great.
the drivers have been very helpful and when i have ordered something by accident then have taken it back no problem.
the only thing i will say is that sometimes they substitute a bit to much.
i think i have been lucky.
I have just come across this site while trying to find out how to escalate a complaint to Tesco and I am so pleased that I'm not the only one who has had appalling service from them!
I ordered some wine online for delivery on 4 September between 5 & 7pm - it didn't arrive. Status on website said 'not yet despatched'. No word from Tesco. As I was supposed to be going out soon after 7pm I called Customer Services - 'van running up to an hour late'. The Customer Services person said I should have been called. He tried to contact the driver but couldn't get hold of him. I said I had to go out and only my son would be in - 2 months short of 18 so can't take delivery of wine! Customer Services guy said he'd phone back and did 20 minutes later - van back at depot, driver gone home! Suggested I phone depot direct and gave me a contact name 'he knows all about it', guess what, he didn't and neither did his supervisor. Said I was talking to Croydon and should be talking to New Malden, but didn't have their number. Back to Customer Services, who said Croydon were responsible. No idea what had happened to wine delivery. By now I was half an hour late going out. Asked to speak to supervisor, who told me she'd have to call someone else and get back to me, so I told her to forget it and refund the money to my credit card. She sounded like she was on the verge of a nervous breakdown, I felt rather sorry for her at the time but less so later when no refund materialised. Went out for evening, on way back my son phoned to say someone had called from Tesco in Dundee to say that van driver had been involved in an accident but was now in his way in another van and the wine would be arriving in 10 minutes. I needed to phone to confirm I would be there. Got home a few minutes later, called to confirm and said I'd accept the delivery if it arrived within next half hour (now 9.30pm). She said that was fine but then at 9.50pm called back to say that the wine wouldn't be arriving - no reason given, but the status on the website still said 'not yet despatched' so I doubt it was ever on its way. Next available delivery date 6 days away!! I again said I wanted a refund. I was then emailed £40 worth of Tesco e-coupons - which of course means having to shop again at Tesco online - but no refund appeared for over a week, and then only after another two phone calls and getting my credit card comapny involved. Wrote to Customer Services (at their suggestion!) the day after this fiasco but am still waiting for a reply. Status of order still says 'not yet despatched' and it won't allow me to cancel the order as the delivery date has passed!
I have not mentioned any names of Tesco staff here to protect the innocent - I suppose it's not the fault of the people at the end of the phone, but the problem is, no-one ever accepts responsibility and they seem incapable of sorting our problems when they arise. What a way to run a company. needless to say, Tesco will not be benefitting from my custom again (although I might spend the e-vouchers!) and if I don't get a reply to my letter I'll be writing to Mr Leahy personally!
Today my delivery driver arrived on time (as Usual) and tried to give me a crate of beer I hadnt ordered, me being honest said I didnt order that and he apologised and took it back.
When I unpacked my shopping and checked against my delivery note I found half of it missing. So I phoned the helpline straight away and was advised they would phone the driver and ask him to come back and then she would call me back to confirm.
Forty minutes later I had still not had the rest of my shopping or a phone call. So I phoned and explained all over again to another person. He tried calling the driver and could not get hold of him (probably wasnt answering as he was on his way home).
I was told by the helpline that I cant have the rest of my stuff tonight but I can have it on Friday its Tuesday today so thats not acceptable.
I now have to go out shopping tonight to buy everything that is missing.
I am angry because some of the missing stuff is for a recipe I downloaded from the Tesco website all the fresh stuff arrived and its the tinned stuff thats missing! I could live with it a bit if it was the other way around but now I have food in my fridge that is no real use!
And to add insult to injury they say that it will take 5 days to refund my money but its not their fault it takes so lng its the banks!!
Question to you Tesco how comes it doesnt take 5 days to take the money out of my bank account when I buy from you?? If I ever bother using an internet shopping service again it will not we with you!!
Just thought i'd drop in with my experience. I've found tesco online shopping to be excellent. Its easy to order from the website and the delivery guy's are friendly and within the alotted delivery time. If something has been missing then a quick phone call and my money is refunded no probs. One thing I do though is not to order things like meat, fish etc, basically anything I would be searching through at the shop to get the best cut etc. I get those type of items in a quick visit to a local shop, that way I get to choose the best pack of meat from the shelf myself!
Sometime ago I placed a minimal grocery order on tesco.com in an effort to secure a delivery slot for just before christmas.
In between times I amended the order a few times which turned out to be quite an expensive grocery bill. So I changed payment details on the site over to my credit card because I knew I would go over drawn.
The delivery was made with no problems, only a couple of acceptable substitutions.
After the delivery I was puzzled as to why I could not get any cash out of my account from the whole in the wall.
It turns out that tesco.com deducted the bill from my previous payment details and not from the new details that I submitted.
I know face £88 in bank charges because of this.
Nice just before christmas. I approached Tesco.com about the mistake but they are not budging, maintaining the mistake is my fault for not informing them of the payment change over the phone.
So may I ask, why is there a facility on the website to change payment details if it does no bloody good.
I am waiting for some contact details and am going to send a strongly worded letter to their head office.
Do be careful with tesco.com
this is a letter that i have just sent to this company, normally i really don't complain but they just really wound me up!!
Dear Sirs
I received a home delivery order last night from tesco online and quite frankly the quality of food was appalling. I often buy my shopping online and have bought from you several times before, without any problems. Normally I shop with Ocado but had decided to buy from you on this occasion.
The strawberries were heavily bruised and smelt when the box was opened, the raspberries had MOULD growing on several of them and the steak was brown with the plastic container looking like it was ready to burst. Normally I do not complain but this was simply not food fit for human consumption.
Substitutions had been made on several products where I had specifically ticked that I did not wish for any to be made and basic foodstuffs (such as tomatoes or cucumber) were "out of stock". How can a major supermarket not have an adequate supply of such items?
I sent an e-mail to customer services first thing this morning but have yet to receive a reply, so I have just called customer services and was actually appalled by the attitude of the person who took my call (someone by the name of Steve Will). I know nobody likes to hear complaining but sighing when I am trying to speak to explain why I wasn't satisfied seems like total disregard for customer satisfaction. He refunded the "damaged" items but the indifference that I received from him was atrocious and I know how important customer satisfaction is and would never dream of speaking to any of my clients in that fashion.
I am so fed up with Tesco`s online grocery service.I did my shopping as usual and ordered it to be delivered on Tuesday.Tuesday came,my shopping was due between 12pm-2pm.At 1.40pm someone phoned me to say the van had broken down and my shopping would not be delivered today,could they move it to Thursday for delivery instead.I said yes and asked what would happen to my order I was told it would all be put back on the shelves,my money would be refunded straight way to the card I used,the order would be picked fresh again on Thursday and I would be charged for my shopping then.Well the shopping turned up on Thursday and I found out I had not be refunded yet for the cancelled delivery on Tuesday.I phoned the store and and explained what was worng.I was then told the person in charge of home deliverys was doing interviews and would phone me back.I waited ages and no phone call.I phoned the store again and asked to speak to the person in charge,this time I was told she was sorting our problem out and would phone us when she had done.I waited a few more hours and still no phone call.I phoned back again and was told the person in charge had gone home!First thing Friday morning I was back on the phone asking to speak to the person in charge again.This time I actually got to speak to the lady in charge.She said she would sort it out and the money would be back in our bank account the following day (Saturday).Saturday morning came and we phoned the bank,no sign of any money from Tesco going back into our account.I again phoned Tesco`s and spoke to a man this time,he went to check and said it had been done and should be in our account by Monday.So today (Monday)I telephoned the bank again and guess what still no sign of any money going back into the account.I decided to pay a visit to Tesco myself.I asked to speak to the person in charge of home deliveries.I got told the lady in charge was doing training and wasn`t in the store today and the man who should have been in charge instead had phoned in sick.I asked to speak to a manager.A manager came and said that she didn`t know anything about home deliveries and to phone tomorrow when someone could deal with this.I still haven`t got my money back nearly a week later.I`ve ended up paying for two lots of shopping instead of one,I didn`t even get an appology.I am a carer for my two elderly disabled parents that`s the only reason I use the online service.I think Tesco should be ashamed of themselves.I have bills to pay this week which will make me overdrawn because Tesco still have my money!!!
Every time I've ordered they've got something wrong resulting in me having to go to the shop anyway. The last order i placed (the third and final chance for them) they forgot to deliver half of the stuff and it was only when I unpacked that i found out. I then had to go to the store next day to pick up the stuff that i had paid them to deliver online. I should have charged them petrol money for the inconvenience.
Shopping in their store is no bother unless you have two very young children to manhandle and every old person on the planet dithers mid-aisle and tuts as your kids are screaming and you're tearing your hair out.
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Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
recieved 3 deliveries had to phone twice because things were wrong,they replace missing/unavalable items with more expensive items,leave out items and are rude when you phone,bad service,wont use again and wont visit their shops.missing items force you to visit shops = lose benefit of home delivery =useless service
the drivers have been very helpful and when i have ordered something by accident then have taken it back no problem.
the only thing i will say is that sometimes they substitute a bit to much.
i think i have been lucky.
I ordered some wine online for delivery on 4 September between 5 & 7pm - it didn't arrive. Status on website said 'not yet despatched'. No word from Tesco. As I was supposed to be going out soon after 7pm I called Customer Services - 'van running up to an hour late'. The Customer Services person said I should have been called. He tried to contact the driver but couldn't get hold of him. I said I had to go out and only my son would be in - 2 months short of 18 so can't take delivery of wine! Customer Services guy said he'd phone back and did 20 minutes later - van back at depot, driver gone home! Suggested I phone depot direct and gave me a contact name 'he knows all about it', guess what, he didn't and neither did his supervisor. Said I was talking to Croydon and should be talking to New Malden, but didn't have their number. Back to Customer Services, who said Croydon were responsible. No idea what had happened to wine delivery. By now I was half an hour late going out. Asked to speak to supervisor, who told me she'd have to call someone else and get back to me, so I told her to forget it and refund the money to my credit card. She sounded like she was on the verge of a nervous breakdown, I felt rather sorry for her at the time but less so later when no refund materialised. Went out for evening, on way back my son phoned to say someone had called from Tesco in Dundee to say that van driver had been involved in an accident but was now in his way in another van and the wine would be arriving in 10 minutes. I needed to phone to confirm I would be there. Got home a few minutes later, called to confirm and said I'd accept the delivery if it arrived within next half hour (now 9.30pm). She said that was fine but then at 9.50pm called back to say that the wine wouldn't be arriving - no reason given, but the status on the website still said 'not yet despatched' so I doubt it was ever on its way. Next available delivery date 6 days away!! I again said I wanted a refund. I was then emailed £40 worth of Tesco e-coupons - which of course means having to shop again at Tesco online - but no refund appeared for over a week, and then only after another two phone calls and getting my credit card comapny involved. Wrote to Customer Services (at their suggestion!) the day after this fiasco but am still waiting for a reply. Status of order still says 'not yet despatched' and it won't allow me to cancel the order as the delivery date has passed!
I have not mentioned any names of Tesco staff here to protect the innocent - I suppose it's not the fault of the people at the end of the phone, but the problem is, no-one ever accepts responsibility and they seem incapable of sorting our problems when they arise. What a way to run a company. needless to say, Tesco will not be benefitting from my custom again (although I might spend the e-vouchers!) and if I don't get a reply to my letter I'll be writing to Mr Leahy personally!
When I unpacked my shopping and checked against my delivery note I found half of it missing. So I phoned the helpline straight away and was advised they would phone the driver and ask him to come back and then she would call me back to confirm.
Forty minutes later I had still not had the rest of my shopping or a phone call. So I phoned and explained all over again to another person. He tried calling the driver and could not get hold of him (probably wasnt answering as he was on his way home).
I was told by the helpline that I cant have the rest of my stuff tonight but I can have it on Friday its Tuesday today so thats not acceptable.
I now have to go out shopping tonight to buy everything that is missing.
I am angry because some of the missing stuff is for a recipe I downloaded from the Tesco website all the fresh stuff arrived and its the tinned stuff thats missing! I could live with it a bit if it was the other way around but now I have food in my fridge that is no real use!
And to add insult to injury they say that it will take 5 days to refund my money but its not their fault it takes so lng its the banks!!
Question to you Tesco how comes it doesnt take 5 days to take the money out of my bank account when I buy from you?? If I ever bother using an internet shopping service again it will not we with you!!
In between times I amended the order a few times which turned out to be quite an expensive grocery bill. So I changed payment details on the site over to my credit card because I knew I would go over drawn.
The delivery was made with no problems, only a couple of acceptable substitutions.
After the delivery I was puzzled as to why I could not get any cash out of my account from the whole in the wall.
It turns out that tesco.com deducted the bill from my previous payment details and not from the new details that I submitted.
I know face £88 in bank charges because of this.
Nice just before christmas. I approached Tesco.com about the mistake but they are not budging, maintaining the mistake is my fault for not informing them of the payment change over the phone.
So may I ask, why is there a facility on the website to change payment details if it does no bloody good.
I am waiting for some contact details and am going to send a strongly worded letter to their head office.
Do be careful with tesco.com
Dear Sirs
I received a home delivery order last night from tesco online and quite frankly the quality of food was appalling. I often buy my shopping online and have bought from you several times before, without any problems. Normally I shop with Ocado but had decided to buy from you on this occasion.
The strawberries were heavily bruised and smelt when the box was opened, the raspberries had MOULD growing on several of them and the steak was brown with the plastic container looking like it was ready to burst. Normally I do not complain but this was simply not food fit for human consumption.
Substitutions had been made on several products where I had specifically ticked that I did not wish for any to be made and basic foodstuffs (such as tomatoes or cucumber) were "out of stock". How can a major supermarket not have an adequate supply of such items?
I sent an e-mail to customer services first thing this morning but have yet to receive a reply, so I have just called customer services and was actually appalled by the attitude of the person who took my call (someone by the name of Steve Will). I know nobody likes to hear complaining but sighing when I am trying to speak to explain why I wasn't satisfied seems like total disregard for customer satisfaction. He refunded the "damaged" items but the indifference that I received from him was atrocious and I know how important customer satisfaction is and would never dream of speaking to any of my clients in that fashion.
I anticipate your reply
Shopping in their store is no bother unless you have two very young children to manhandle and every old person on the planet dithers mid-aisle and tuts as your kids are screaming and you're tearing your hair out.
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