Great deliver driver and email reply, shocking telephone manner. (tesco.com)

Member Name: joannan

Product:	tesco.com
Date:	04/06/09 (28 review reads)
Rating:

Advantages: Convenient that heavy stuff can be delivered to the kitchen

Disadvantages: Not the cheapest delivery and you can;t guarentee quality items delivered

I am lucky enough to have a Tesco Extra very close to home and am a huge fan generally of the store. That and Waitrose are my main shops, and find the Tesco generally have everything I need at great quality.

I used the Tesco website after I had my 2nd child very early on simply for convenience. I logged on, and found it very simple to order and was able to see all the items that I needed in a picture if I need to see it or was unsure of the description.

You can easily see special offers and buy one get one free deals in its own section. I had not major problems at all for the first couple of orders, and then simply didn't order andything for months and months. Got tempted back recently with a discount voucher that was emailed to me. Offered money off by simply entering a code at the checkout stage

Booked my delivery, selected my slot. Was surprised to find that no free delivery times were available in my area. Not sure if they offer any deliveries free at any times. I am used to Ocado, who do one mainly Mondays and Tuesdays in my area. So ended up paying £4.25 for my next day delivery.

It arrived 15 mins earlier than the booked 2 hour slot. Fine as I was in. The driver was charming and ssked me where I wanted the stuff put. I directed him to the kitchen. Had a vast amount of carrier bags, some with only 1 item in it!!! No colour coding, as Ocado which I am more used to which indicate freezer, cupboard and fridge with the use of different carrier bags.

The driver pointed out I had substitutions, which seemed fine. One of the offers I had ordered was a Gallo red wine that was usually £8.99 on get 3 bottles for £10.00...amazing offer I thought so ordered 6 bottles and should have got an extra 5% discount so 6 bottles for £19.00 What arrived was 1 bottle of said wine,charged at £8.99 and another random Gallo wine for around £6.00. So not only had I ordered 6 bottles on special...I only got 2 and got charges very nearly the same as the offer!!!!
Also recieved some mouldy lemons. Not happy of Surrey. So I called customer service, explained the issues and was advised I had 2 options, weither go to the store and take them back (great......poorly baby and not wanting to do that as have paid £4.25 for delivery) or give the items to the driver on my NEXT delivery...Soooo annoyed and disappointed with the service that will NEVER be ordering again, so how would that work. She was utterly useless.

I ended up emailing this kind of compaint to them, and within 48 hours got the problem items refunded and the matter was resolved. They had no record of the poor customer service advisor I had spoken to. Shame.

Overall, the service was reasonalbe, but will not use again. Customer service was shocking over the phone but resolved via email. Why couldn/t the lady on the phone offer me the same resolution? I would not been writing this review with such anger and disappointment!!!

Summary: Great instore, a let down to the door