Tescos.Com Complaint

Please pick the bones out of the letter below

29th Feb 08

To whom it may concern.

Ref. Tesco=92s online shopping.

What a disgusting service this is and it is about time something is sorted =

out sooner rather than later about such service.

Last month (Jan) as usual we ordered our shopping online to be delivered be=

tween 8-10pm. At 10.45pm it still hadn=92t been delivered and we phoned th=

e store and the member of staff said she would look into this situation whi=

ch she duly did. We were told that the driver would not be delivering thatnight, he had been held up.

We received no phone call or anything to tell us this, we had to make 3 pho=

ne calls to yourselves to find out, which I feel is totally our of order.

We then discovered that our shopping hadn=92t been delivered but you had ki=

ndly debited our account of the money, we had no goods to show for it. We w=

ere out of pocket as we then had to spend a further =A3300.00 the followingday before the money had been refunded, the refund happened three days lat=

er.

On going to the store the next day to see the manager who was helpful, apol=

ogetic and sorted out the refunding of the monies, we then went ahead and d=

id our own months shopping. I also have to say that three other people wer=

e waiting to see this manager to complain about this online shopping servic=

e.

To say that we were truly not happy with this service was an understatement=

; it was a complete and utter disgrace.

February comes along and we discussed whether to try one last time to see w=

hat happened if I used Tesco.com again, I was reluctant to do so but we wen=

t ahead and ordered our months shopping on line.

We duly placed the order and requested delivery between 7pm and 9pm, (orderno 13265382) I hasten to add that I came back early from a hospital visit =

in plenty of time to assist my husband with the shopping.

At 9.30pm we still had not received the shopping so my husband rang the sto=

re (at our expense again) to be told that it wasn=92t being delivered tonig=

ht, as the van had broken down. This is a statement we had been told befor=

e. Don=92t you think it is time to look seriously at purchasing new vans? We were informed by your .Com operator Jason that the store had tried to r=

ing my mobile number and had also left an email message. Neither of these =

things had been carried out which is why we had phoned Tescos.Com.

Yet again you have debited our account of =A3223.09 and no goods have been =

delivered. Your operator Jason has connected the store on our behalf to ge=

t them to authorise a refund and has also agreed to send out a gift card lo=

aded with the =A327.50 of Tesco vouchers which we had redeemed against thisorder.

This is totally disgusting and an utter disgrace, what are Tesco=92s playin=

g at, such a poor and inadequate service.

Yet again NOBODY phoned, text, emailed, or sent a carrier pigeon to let us =

know when they have all the necessary details on the relevant paperwork, an=

d we don=92t read minds. It is completely out of order and a complete let =

down.

We were told that we could collect the shopping from the store, but do not =

feel at all confident that the frozen items would be alright, we were also =

offered a new slot for sometime tomorrow pm but have declined this offer, t=

his whole system is a joke.

I will certainly not be using the Online services that Tesco=92s say that t=

hey offer as it is a complete let down, I am also very reluctant to even co=

nsider using Tesco=92s store again, I don=92t feel that this service warran=

ts us spending the sort of money that we spend each month and also weekly a=

t this store. You can see by our Club card accounts as to how much we spen=

d in this store.

As loyal and dedicated customers we feel very let down and want to know you=

r views and to know what you are going to do about this shambles.

I will certainly not be rushing to use Tesco=92s again, I do not want to tr=

avel further a field to get the shopping but as your customer service is ri=

ght now that is what I shall be doing rather than let this shop have our mo=

nies.

Yet again Tesco=92s have messed up another weekend as we now have to go outand get our months shopping that only Tesco=92s could and have messed up y=

et again.

A totally disgusting service, we are not happy.

In-anticipation.

Mr & Mrs Salter

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