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Tesco Online Ordering: The Good, The Bad, and the Ugly

Yesterday, my tesco picker forgot the difference between white bread and malt bread and where I had ordered “Seeded Malt Roll”, I was sent something made with white flour, which I refused and had sent back. I don’t understand how someone doesn’t know the difference, given that the ONLY search result on Tesco.com for “Seeded Malt Roll” is this:

A further search on Tesco.com by clicking on “view rest of shelf” on the Malt Rolls shows this item listed directly under the Malt Rolls:

This is called a “Seeded Spelt Roll” and appears to be what I had been sent. Now, in the picker’s defense, I could understand not knowing what Malt or Spelt meant. However, if I did not know, I would look it up or ask the people in the bakery department. It’s not a huge problem, I just refused the item and had it sent back. It did mea I was out some rolls for my Lunch, though.

But the biggest problem from yesterday was the driver forgetting an entire tray of chilled foods, including milk. The total amount missing was £14.62, which is a pretty decent chunk of our weekly groceries, considering this was all of our dairy products (milk, butter, yoghurt, cheese) and salad items (lettuce, tomato, spinach, mushrooms).

The driver couldn’t bring me the items but he was going to see if an afternoon van had space. Unfortunately, the afternoon and evening vans didn’t, and my only option was if his supervisor was *willing* to bring me my missing items in the afternoon. Like I said on Facebook, we live nearly an hour away from the grocery depot, so I couldn’t imagine the supervisor being willing to take over two hours out of his day to do this. When I received no call back, I rang up customer service and got a lovely woman named Tammy (wish I knew her last name!) who rang the store while I was on hold and unfortunately came back to tell me I wasn’t getting the items yesterday and was going to get a refund for those items. BUT, Tammy would put in an order for the missing items with a delivery for today, refund the delivery charge, and send me a voucher for the trouble it caused me. When I spoke with Tesco on Facebook, they also decided to give me a voucher as an apology for all the confusion this has caused.

You’d think that would be the end, right? Items would arrive, all would be well….you’d think wrong.

Tesco driver, Ashley, rang to tell me he was running late and would not be delivering my groceries until 10:30. I immediately contacted Tesco through facebook again to tell them, and I was offered another voucher for the problem.

When my order arrived…guess what? THEY SENT THE WRONG ROLLS AGAIN!! I was annoyed, but what puzzled me more was the grocery total. £25.32 when it should have been at the most £19.46. What happened? OH, apparently several of the items I had ordered were on a special offer that had expired yesterday. Fortunately, another phone call, this time speaking to a man named Alister, fixed the problem and got the delivery charge refunded.

In the end, Tesco sent me £30 in vouchers, plus refunded delivery charges. I think this is above and beyond anything I expected and I truly thank Tesco…because honestly? It’s the £30 in vouchers that is going to keep me a customer. Knowing that Tesco cares about their customers enough to go the extra mile is what will keep me coming back.

Thank you, Tesco. Thank you Jamie, Tammy, and Alister. But could you teach the pickers in Cleethorpes what Malt rolls look like?

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