...to be a bit cross with Tesco?

Very annoying. Did you order the fish for your fish pie? If so I would insist on a fresh replacement. Our Tesco gets fish in fresh every day.
And you had other perishable stuff in your order eg the meat.

Good result Luckygirl.

It's nevertheless of concern to me that Tesco did not freshly click an automatic refund and give you a valuable freshly clicked gift as an apology for your inconvenience.

Just wondering if it will all be the same stuff from the original order and frozen will now be liquid!

Well done for complaining, It is always worth it so they don't do the same to someone else.

Brilliant outcome financially luckygirl, hope the order arrives in time for you to get on with your preparations.

Tesco let me down badly years ago when online ordering was relatively new. We returned from holiday, empty fridge, Tesco order carefully planned for an hour later. Didn’t arrive, no phone call, no answer from customer service. Turned up the next day with a bottle of wine as apology.

Never used Tesco since. Always use Ocado and never have any problems, always a call from the driver if there’s any issue, mostly to say he’s a bit early, is it convenient.

Wow Luckygirl that sounds like good news. Let us know when you get your order!

I shop with Morrisons and rarely have a problem. They always ring but usually because they can be early. It suits me because I only order a late delivery as it is cheaper, so I am always in! I once got a £10 refund because they were late (by about half an hour) and have had a free box of a dozen eggs because one was broken. I can't really remember any other problems. There are occasional replacements but they are usually of more value than my original order.

Great result.

Good news luckyg, it must help - a lot - even better if they can get your order to you early tomorrow. Good for you for complaining.

Well - STOP PRESS - I have just looked at my credit card statement and they have reimbursed me the entire cost of the order - it was a big order with all the Christmas stuff on it - £194!!!!!!!!!!

So that's Christmas food for 10 sorted for nowt!!

AIBU to be a bit cross with Tesco

I am smiling, not at what they did, but at your gentle understatement Luckygirl.

I would be very cross indeed!

"Every little helps" - not when it comes to customer service, obviously.
I hope you've received your delivery now together with an apology, a discount and perhaps a bouquet.

Waitrose it is then!

The CEO's secretary rang me just now and offered £30 - she started by asking me what I thought would be fair recompense. Perhaps I should have said the order free! I bet the £30 will be in the form of vouchers! She said the van's gearbox had broken down - fine - shit happens, but there is no excuse for not letting me know. She also said that maybe they should look at new vans for Hereford as this had happened 4 times recently - what the heck?!

YANBU. That's appallingly bad service and, in your position, I wouldn't give them the opportunity to do it again. Other online supermarkets are available.

About 3 years ago, close to Christmas, my (then) local Waitrose had a problem with a broken-down van and/or a shortage of drivers (I forget which now) and kept me regularly updated with phone calls. My groceries ultimately turned up in a taxi only a couple of hours late and with many apologies plus £15 off the bill. It's that kind of problem solving attitude which results in my still being a loyal Waitrose customer.

Definitely out of order, if he was at the end of his shift he could have passed it on to the next delivery.
I don't have much faith in stores after one Christmas order at M&S just got completely lost. DH turned up at 7am on Christmas eve to collect turkey and party food to be told they had no record of the order.

Yes i would complain too

That is appalling. Waitrose were half an hour late with mine once and arrived carrying a complimentary bottle of wine!

I have sent an email of complaint to the CEO!

At the very least you need an early morning delivery tomorrow.
And a discount for the inconvenience!

I agree with oakleaf I have experience of a department store where one of the managers actually drove to me with my order. Yes i was surprised and have continued to be a loyal customer and tell others about my positive experiences.

I'd have been fuming ( not that it would have done any good ) but that's the way I am. It's not Christmas yet so there's no excuse. A phone-call wouldn't have gone amiss either.

Their T&C's say they should have called you. Also, they deliver until 11pm. I would call them again and insist they get a driver out to you this evening even if the store manager has to put the bags in the boot of his car and deliver them himself.

Yes they should have phoned you, whenever they are going to arrive outside their allotted time slot they have always texted me to let me know, even if they are going to be about 30 minutes late.

That's really bad - once years ago Waitrose had a problem but they still delivered to me - at 11.20 pm but on the right day!

That's very poor service. Yes, they should have told you.