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Online grocery shopping

(87 Posts)
llizzie2 Mon 21-Jan-19 01:48:45

Week before last I did something I have never done before: sent back with the driver the whole order. For months I have battled with being sent the wrong thing. At Christmas it was delivering uncut bread instead of the sliced I ordered. This had happened several times before and I make a point of making a note on subs: any sliced white bread. That time I returned the bread because I had some in the freezer. I have to say that my wrists are not strong enough to handle a knife safely and I have told the online shopping this several times. The last order I had none in the freezer and ordered several loaves, with the intention of freezing some. They had bloomers on special so I ordered that and noted any white sliced if they did not have it. When the shopping came all the bread was unsliced. Now I had a lot of food in the freezer to use up and I thought to myself 'if I send just the bread back I will have none, and I will have to wait until I need £40's worth to order bread' so I sent the lot back and phoned them explaining why. The chap on the phone said he understood and said he would have the order made up again with sliced bread, so instead of going elsewhere as I said I would, I agreed. I got the order next day and guess what? The bread was the same bread with the same date. They had kept it, opened the packets, sliced it and closed the packet again with another lot of sellotape. Then I looked at the frozen food. It had thawed out and been refrozen. The eclairs packet was a sheet of ice on one side and soggy on the other. The potatoes were not much better. The fresh meat chops were the same. Most had BB dates the day of delivery. I am 78 and disabled since 1987 and have put up with much since I first shopped online in 2005. Has anyone else sent the whole lot back?

MawBroon Mon 21-Jan-19 08:48:12

Well done!
I hope they sat up and took notice.
A comment on Twitter might be effective.

Teetime Mon 21-Jan-19 09:01:37

No I haven't and I have to say I am very impressed with Ocado having tried most of the others- I would recommend Ocado.

Riverwalk Mon 21-Jan-19 09:01:53

I'm astounded that they returned all the same food back with the re-order, and had opened and sliced the loaf and re-sealed it! shock

I assume you sent the second delivery back?

Also, you can't not name the offending supermarket!

Luckygirl Mon 21-Jan-19 09:55:58

I have shopped online with Tesco for years and years, and have only ever had one problem, which was just before this Christmas - they refunded me the cost of the whole order (a big pre-Christmas one!) as they had failed to deliver on the right day - so, lots of free Christmas grub! Other than that quite major blunder, I have found them very efficient. I have noted on my order that I want long eat-by dates and they always do this.

henetha Mon 21-Jan-19 10:00:28

I've been having online groceries delivery for over two years now, with Tesco, and have never had any problems whatsoever. Twice they have sent a replacement, both times they sent a larger size as they were out of stock of the smaller one and they never charge extra. I think I've been very lucky.

Kateykrunch Mon 21-Jan-19 10:00:32

I sent my whole last Ocado order back and cancelled by delivery subscription. The order arrived at the door, the delivery driver was holding 2 carrier bags that were dripping something horrid, he tried to hand them to me but I stopped him as I didnt want it dripping on the hall carpet, there was a lot of fluid in both the bags, then I noticed that the crates with the remaining bags of groceries were absolutely filthy, I told him to take the lot away and then emailed customer services, they were straight on the phone with apologies and offers, but I told them I wasnt prepared to risk our health having seen the filth on the crates.

Squiffy Mon 21-Jan-19 10:48:04

Kateyk Just a little warning about cancelling your delivery subscription!

I cancelled mine and then discovered that Ocado still took the following months payment. It turned out that they had sent me an email making all sorts of tempting offers in the hope that I would continue and also stating that they would continue with my delivery pass until they heard from me again. Or words to that effect.

In other words, they had overridden my instructions! I was flabbergasted at the arrogance of this.

It was only when I checked my bank balance that I discovered that they had taken the money.

Needless to say, I contacted Head Office with a very angry email. I was refunded and offered the usual platitudes, plus a voucher. The exec who replied to my emails said that he'd speak to the appropriate department, but I have no intention of using Ocado again.

So, make sure that they don't do the same to you!

MadeInYorkshire Mon 21-Jan-19 10:52:47

Oh that is truly awful sending you the same lot back again - please name and shame as that is disgusting, a hazard to health and arrogance!

Please save the rest of us!

grandMattie Mon 21-Jan-19 10:53:38

Mostly quite pleased with online grocery.
I did startle Tesco once when I called to say that I hadn't paid for a side of salmon, i had ordered two. they objected, but then realised that it wasn't that i had paid TWICE, just not paid at all! Sorted.
But don't use online groceries much now.
I never had a monthly account, did my shopping each week, and orred different things each time.

nipsmum Mon 21-Jan-19 11:00:50

I have used Tesco delivery service for almost 20 years now. If anything is not as ordered they tell you and will happily refund it immediately. It's delivered on time into my kitchen even when I lived in a flat with no on street parking. Only once in all that time have I had a grumpy delivery driver. If I find anything is damaged a quick email to customer services and a refund appears in my account. I've tried Asda and Sainsbury. Asda wont bring it into the kitchen, they don't come further than the door and I believe sometimes won't bring it upstairs to a flat and Sainsbury's are too expensive most of the time. Tesco for me every time.

winterwhite Mon 21-Jan-19 11:05:14

Have had a few random problems with stupidly short sell-by dates from Waitrose. Imposs to keep the delivery man waiting while all the perishables are checked. Will try Lucky's tip of finding somewhere to request long dates on order. Otherwise experience over many years v positive.

inishowen Mon 21-Jan-19 11:05:20

My daughter shops with Tesco on line. If they send a substitute item the driver points it out. If she says she doesn't want it he is supposed to throw it away. However he says she could keep and he'll say it was thrown away!

JacquiG Mon 21-Jan-19 11:06:52

Waitrose are pretty good. They did once foul up a Christmas order but were so apologetic, they gave it all to me (nearly £200!), told me to go round the shop and take what I wanted, and gave me vouchers! So that was free goose with all the trimmings. Didn't make a fuss either, just pointed out the inconvenience and possibility of having baked beans on Christmas day.

I leave messages about long eat by dates because I shop weekly at the most, and can refuse substitutes of any product in a box by the item.

Have found Tesco to be good, as well. (Except for when some male delivery bod started discussing the sanitary stuff in my order! Really complained loudly about that.)

So who is this supermarket who delivered food in that state? Dreadful experience for anybody!

EllanVannin Mon 21-Jan-19 11:07:14

Even if I have to crawl to the shops, I won't ever trust anyone to deliver exactly what I want. I'm not an unreasonable person but when it comes to food I am fussy and feel entitled to receive quality goods in exchange for good money paid.

I'm pretty sure that in some instances the company will be aware that the recipient is old or disabled so " will throw anything into the crate ". I could be wrong but it remains debateable.

Beammeupscottie Mon 21-Jan-19 11:09:22

Waitrose deliver to me. I never, ever, have problems ;they are 5 star in my book.

Nannyliz Mon 21-Jan-19 11:09:26

I haven't sent a whole order back. I used to do my online shop with Asda and some of the substitutions were laughable but I'd just send them back. I don't think I had one delivery with out several substitutions The crunch came when they delivered 2 bags of potatoes, both of which had at least 3 mouldy, stinking rotten potatoes in. I didn't notice until I opened the plastic bags when putting the shopping away. I decided then and there never to use Asda again and emailed them to complain. I didn't get a reply and changed to Tesco and have never looked back.

Izabella Mon 21-Jan-19 11:16:25

We used Sainsbury to deliver to a holiday cottage in Scotland at Christmas. Order fine. Driver grumpy. Saved us a lot of hasstle but don't shop this way normally. We drive to Aldi once a month and top up locally the rest of the time and grow a lot of stuff ourselves.

blueberry1 Mon 21-Jan-19 11:25:08

I have also used Tesco online shopping for years and would recommend them.Very rare to get substitutes,drivers are helpful and products have good use by dates.

Nanny123 Mon 21-Jan-19 11:25:32

I completely understand why people order their shopping on line, and for all different reasons. My daughter uses on line shopping as she has 2 small toddlers and going shopping is a nightmare for her but because of your points and some of the stories I have heard and for that reason I have never done a shop on line. Not to say one day I might have the need to, but whilst I can I will still go to the supermarket and get what is on my shopping list.

paperbackbutterfly Mon 21-Jan-19 11:35:32

When deliveries came in plastic bags, I was unpacking and found that the driver had left a bag full of frozen food that wasn't mine. I phoned the store and they said I would have to keep it as once it has gone into a house they can't deliver it again because of health and safety. We had some lovely free teas with products I would never order smile

lovebooks Mon 21-Jan-19 11:39:03

Which supermarket? Please name and shame. I recently ordered, among my online shopping with Sansburys, a single sweet potato. What came was large enough and heavy enough to use as a mugging weapon, and impossible to either peel or cut.!

Rosina Mon 21-Jan-19 11:42:26

My Christmas order delivered on 23rd from Waitrose was, remarkably, free of any substitutions, but I was not pleased to see that several items had 'use by 24 December' - that really wasn't helpful given that some of the food was for Boxing Day! I emailed and they refunded three items and tried to tell me that the mini rolls I had bought had the correct sell by date. Too busy to argue and email again, but they did give me a voucher for £15 off the next shop. They are usually ok - only used sporadically.

Sussexborn Mon 21-Jan-19 11:45:02

I used Tesco online from the early days when online shopping started though not since OH retired and a Lidl opened with walking distance. OH is very suspicious of any new innovations!

The only time I had a problem with swaps was when I ordered cod fish fingers and was sent cod loins instead. Four times the price.

The son of a very elderly neighbour used to organise her online shop from his home in Scotland. It possibly allowed her to stay in her home for longer.

jenni123 Mon 21-Jan-19 11:48:33

I am 77, disabled and right now can hardly walk a few steps so always shop online, usually I use Tesco, but sometimes have a change and use sainsburys. I have tried asda and do not like it, Ocado is too expensive, Iceland is brilliant but does not have everything I need. As stated I have no choice and have to shop online but have never sent it all back, haven't often sent anything back, do sometimes have omissions when I get nothing as they couldn't find a suitable substitution. I would be absolutely lost if they didn't deliver.