Hello,
I am wondering if anybody else suffers the absolute nightmare that we have been having when using home shopping for groceries. I won' name the shop just in case I am not allowed but we started using them a few months ago and immediately from our first order it was several hours late. The over the past few months when we order weekly the orders have been late, only half of the order arrived so they have had to redeliver on a different day which they are either late for or don't turn up. Their customer service is appauling!!! After several late deliveries and quite a few phone calls I spoke to the manager who said that there will always be a phone call to say the order will be late.
Lats weekend we were supposed to have an order on Sunday 11:00-1pm but at 1pm it had not turned up so I phoned them. The van had not even set off!! The order eventualy arrived at 4pm two hours late. Frozens slightly soggy and not even the full order!! They promised to send out the mising items that night. 9:30pm I had a phoen call from a woman at the store who should never deal with customers. She told me that the delivery driver never turned up so the loaded van full of stock had to be emptied and binned. My order did not turn up that night and it was supposed to turn up Monday night. It neer did. They asked me what time on tuesday night would be convenient. i said between 5-6pm. They phoned at 4pm and woke OH up. Finally we got our delievery. They offered £5 goodwill which we have not yet recieved
This weekend we were supposed to have a delivery yesturday 6-8pm but it did not turn up until 9pm when it came in a taxi . I thought that I paid for refrigerated delivery.

I am just so fed up and want to know if everybody has these problems and which stores are good to use as we are thinking of swapping
GG

You should complain to the head office of the operation..
The service that you are getting isn't good enough and the store manager needs
a rollicking from his bosses for allowing such crap customer service! He's paid to manage the store
and if he can't ensure adequate cover when people don't turn up doesn't say much for man management skills.

You should never accept soggy frozens - they shouldn't sell such items to you
refuse them as you could be making yourself open to food poisioning etc as you don't know how
many times those items have thawed and been frozen

Perhaps you should get on to watchdog who can highlight the problems??
But I would probably change to a different home delivery...my friends have.

So others are good?? Which have your friends swapped to?
GG

Oh go on, tell us who they are!  Mr T perhaps?  or the slap on the back pocket place?

I don't think I'd stick with a shop if they got it wrong twice anyway - I'd give them a second chance but thats all.
Try another one - see what happens.

Twice!! If only more like every week something is wrong. Yes they could do with a slap ;-)
GG

GG - no, I mean that I think you've been far too patient with them already and I'd tell them to bog off - with their bogof's !!.

Val

I use to use tesco and had no problems with them. They turned up when they should of. Most of the time all the items were in my order. Once some were missing and it looked like it was a missing bag. I phoned and they were really helpfull. They got the driver to check his van and then came back to me to say it hadnt turned up and could i list the missing items. They refunded all the items no questions asked. Kicked myself after for being to honest lol. If anything was delivered I didnt want I got the driver to take it back and I phoned the customer help line and they refunded the item.

The only reason I stopped using them was because I got a new card from the bank and Tesco didnt accept it for online payments other wise i still would.

Complain

Wendy

I usually have no problem with my shopping howver last week the delivery man knocked the boxes over and didnt even apologise.. i ended up picking most of it up listening to him mutter under his breath.
Didnt complain that time but certainly will do next time!

Geeky.. Complain! honestly thats diabolical service... well its not even service is it? so go on tell them £5 isnt good enough.

:)

Donna x
(and charliex)

To be honest I would never use such a service...I am a bit too obsessive with my shopping and I like to pick my fruit and vegetables myself!! I would get very angry if things were missed off or wrong sustitutes were used, so it's just not something I would do...if you change let us know how the new one goes??  I think you have been very, very patient!!! All the best, Dawn

I use Tesco a lot and have been very pleased with them only late once and they phoned. Were early once but phoned to ask if it was convenient.

I've used Tesco before now, never once had a problem and delivery has always been on time :)

I've been using Sainsburys for a few years now and they have always been very reliable, they did have a problem a while back with supply but now there are hardly ever any substitutions. To be honest I don't know what I'd do without them. They  phone if they are going to be late. Last week they were 5 mins late and they gave me a £10 voucher!

sorry have not had time to read through all the posts on this thread as looking after my poorly boy but thought I would share my experiences.
I home shop and enjoy it very much, you can see instantly on your screen any offers, deals etc and it reduces the stress of walking around with a trolley in crowds trying to find things!
And with home shopping you can start your shopping say monday and keep adding / deducting items from it right up to the day before your delivery.

Now have tried nearly all the supermarkets and these are my findings:

Tesco:  love their website, hated their delivery drivers, very rude nearly always late and not very helpful. And expensive delivery charge *
Sainsbury: Ok website, on time but was put off shopping with them as the day my credit card was used to pay for my shopping, it had also been used in a Sainsbury's branch in London for a sum of £89!  I don't drive so was at home in Hampshire all day!!
Ocardo: Waitrose to me, ok but quiet expensive was on time though
Now Asda they are the ones for me! their website is a bit naff, but services and delivery is great! only once had to phone as a couple of items was missing and they credited my card straight away

I also found out that nearly all home shopping supermarkets have a policy that if they are late (i think its an hour late) from delivering your goods they will refund you either half or all the cost of your shopping unless they phone you before the hour is up to explain the situation!

I've been using home shopping for about five years with Tescos's.  Never had any issues until recently.  Recently they have been sending short dated goods - going out the day after they deliver.  When I complain they refund the money but that isnt really the point.  I have been thinking about swapping........might give it a try...

Maxine  

I always used Tesco too, they were great, refunded delivery if late (not often)- without me asking, friendly drivers. Phoned me to check when I accidently ordered 15lbs of bananas! Then they changed the store our delivery came from and we started to get short dated stuff, could never get the times we wanted etc. My OH decided he wanted to shop so now I just let him get on with it!

I usually use tescos - mainly out of habit and the points they give - very useful for christmas presents.  I dont really have a problem with them except when it comes to substitutions.  I have no idea why their shoppers do it, maybe they are given a list of items to select if the original one is not available but even so - their choices are useless and make no sense whatsoever.  Its almost as if common sense has disappeared :(

I have also used Sainsburys but only very occassionally.  Recently, they were running late but they did keep me informed but after 2 hours late, they rang to say they were having horrendous problems with the deliveries and my shopping had been brought back to the store and could they deliver it later on that evening (about 6 hours later).  Unfortunately I needed the shopping as I had nothing for dinner, so as I was then going out anyway I asked them if I could just pop into the store to collect it.  When I got there, I had so many apologies, a huge bunch of flowers given to me, my delivery refunded and my shopping bill halved as well as extra reward points and money off vouchers to use for my next online shop.  I then had a very nice man take my shopping to the car and load it for me. ;)  :D :D

Now that's what you call customer service - even when they didn't deliver
on the original order. They made sure that you the customer went home
happier.

I think the woman on Customer Services had had a bad time with some of the other customers deliveries and the backlash that she was just extremely grateful for one less delivery to worry about ;).  Should use them more often really as they have provided the better service overall and it is only an hour's slot that you get which is better than waiting for 2. :D