Tesco Online - Problem

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peno

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(Not sure if this is the mopst appropriate forum oput please move if not)

Just wondering have people experienced problems with Tesco Online and how they have found their customer service?

I've a little straight forward problem with them. Basically I placed an order. The delivery was late so we missed it and arranged another time. It was late again and we had to miss it again.Ultimately we cancelled the order and were assured a full refund. Needless to say it hasn't happended. Not really surprsied at this but what is surprising is the lack of action their customer service is taking.

My wife has rang 3 times and has been promised each tiem they will call back with an explanation of the situation and a full refund. At one stage she was told "of course it was refunded its probably just awaiting clearance". This is rather strange since I actually went to a store to shop 2 days after cancelling the order and this payment has been debited from my laser accoutn but still no sign of a refund for the online order. (I only went to the store becasue I wasn't aware the refund had not been processed)

In addition to the calls I have sent 2 emails which again have been ignored.

Anyone have any similar experiences?
 
Waiting a week now.

I'd accept being told it will take a week but what is really annoying is the lack of anyresponse from the customer service to tell us what is happening - why there is a delay - when we are likely to have it etc.
 
peno
I've been using Tesco online for about 2 years, and have not had any problems with them

They always arrive during the planned delivery slot, and if they're in the area earlier they give me a call to check if I'm home

If goods are returned, thou it can take up to 3 weeks to get the refund
 
Yes-it generally takes longer than can be reasonably expected to get money refunded (maybe companies want to be sure that the claim is valid)-and that can apply in many cases, e.g. it took me a few weeks to get a duplicate laser transaction refunded (not from Tesco).

I'm not sure what your stautory rights are re. the time taken to process a refund-maybe the Office of Director of Consumer Affairs (ODCA) or National Consumer Agency (NCA) could advise?
 
Yes, I have some experience of this. But problem was resolved eventually.

When you say you sent emails

- Where to i.e here or UK or individual store ?

- Did you receive ticket number as a response/acknowledgement ?
 
Had similar problem myself with Tesco just recently. Ordered on-line as usual, delivery guy rang to say he was delayed (no probs, nice to know!), Mr ACA recieved the delivery as I'd popped out and there was loads of stuff wrong with the order. Incorrect sizes of products, (bigger), wrong products, a few missing and a few I hadn't ordered at all. No delivery docket, so I hadn't a clue what I was being charged for. Like you I emailed customer service, standard computerised reply nothing more. So I gave them a ring. My local Tesco rang me and we went thru the order and I thought at this stage all my complaints were addressed. Not so No receipt came, although my card was debited - left it a week sent another email, again just computerised response.

So really hacked off by now Looked at their corporate pages and emailed the store operations manager Steve Leach (@tesco.ie) things really motored after that received 3 emails within 40 minutes from real people! (hooray!) and my complaint was addressed to my satifaction by the end of the day.

Sometimes the only way to get anything resolved is to get a bit shirty! I'd forward on the emails that you sent to Steve adding that you have x amount of calls also and see how you go - best of luck!
 
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Finally sorted out eventually.

Got the refund which they blamed on a delay on processing it.

Really annoyed however at the email they sent. It was from a customer service person who rants on saying they are sorry some of the products I received were not of the required standard. Obviously a standardised reply. They couldn't even read my mail to discover I never got any of the products I ordered and was basically ignored by their customer service.

Disappointing really.
 
I used to use Tesco online a fair bit until the delivery guy started commenting on what I had bought...obviously just thought he was being friendly but it seemed a bit invasive...salad leaves (so you don't like washing lettuce)...ready meals (live by yourself then)...bottles of wine (planning a party?)

I then took to going to Tesco but they have recently changed their electricity supplier and I got massive electric shocks from the trollies. Really sore, not just tingles.

I wrote to Tesco on both these issues. Not a word, apart from a letter of acknowledgement saying they would respond (10 months ago)

I now shop in Superquinn or M&S
 
We ordered Tesco online several times but each time had problems of some sort. The usual problem was items out of stock and being either replaced with items which cost considerably more or the other thing of not getting the item at all. Last time was the end though because almost all the dairy items delivered were well past their sell by dates, the yoghurts was two weeks past its sell by date. So never again. It made us wonder about who selects the items and why they were still using out of date products for online shoppers.
 


Not related but I get TERRIBLE electric shocks off things.......the car, photocopier etc. REALLY bad ones that hurt like hell. I wish I could harness some of it then maybe my esb bills wouldn't be so big!!
 
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