I‘ve been thinking of creating this section for at least a year. The bad service I’ve received from Tesco Wine has finally got me to start it.
Here’s the review of why I’ve started the award and a review of what happened.
You know when you read as many blogs as I do; time and time again you read what bad service companies give. Recently I read this from James Baggott at Car Dealer Magazine about BT.
What these large companies don’t realise is that bloggers will write about the bad service they get. But what those companies also do realise. Unless you’re a top blogger few people will see the article and even less remember it.
The difference with our blog is that when our subscribers and you can do this as well, Tweet or share our articles this helps them stay around on Google a lot longer. Eg So many people have shared our ‘how much to tip in London guide’, it’s on the first page for tipping in London.
So as a way for the small guy/girl to get some justice from companies giving bad service, I’ve created the Naughty Step Award.
If you’ve had bad service from a company let us know and depending on what our legal girl says we’ll try to get it up on the blog.
Tweet or share this article if you think big companies should give better customer service. And if you have a story to tell drop us an email or comment below.
So here’s why Tesco Wine has won the Naughty Step Award.
Like I’m sure many of our email newsletter subscribers did I ordered the Cava on special offer that Chris mentioned in the newsletter.
The delivery slot was yesterday and having lots to do in the afternoon I paid extra for delivery between 11am and 1pm.
1pm came and went with no delivery. No phone call. No email to say it’s been delayed. No apology about failing to deliver. I obviously left and went about my business.
On getting back home the card they left to say they tried to deliver said they tried at 1.48pm and I could call a number to have it redelivered.
On calling the number I get the run around for 10 minutes only to find the number on the card was for Tesco deliveries not Tesco Wine. The guy I’m speaking to then promptly cuts me off.
So I decide to ring the number on the order form only to be told they’re now out of stock and they’ve cancelled my order. Again no apology. No compensation. Nothing.
For unbelievable bad service, The Naughty Step Award deservedly goes to Tesco Wine.
Thanks for your time
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Nice that it all ended well and extra wine too. That is a result
Further to my non delivery, bloke on phone calls me back on 1st Feb, at night! He says the driver had been interviewed and that his van ‘was in my area’ on the date of expected delivery, but emphasised the phrase ‘your area’. He also said that that did not mean he had delivered, or even called, at my house though. Nice bloke: he said it was his job to decide on the eventual outcome and that he would reorder my order, at no cost, and it would be delivered Friday 3rd Feb. I thanked him for his tenacity and for the way he’d dealt with my complaint.
Thursday morning, 2nd Feb. I get a phone call from a nice young lady at Tesco Direct telling me that one of the two wines I ordered was out of stock and would I like to order a different one, or would I like a refund? I found an alternative Australian Chardonnay on special offer, so a bit cheaper even, and asked her to supply that as part of my original order. She said ‘fine’ and that it would be delivered between 7am and 7pm Saturday 4th Feb and would I like to change any of my delivery instructions. I asked her to add that if I was out, to leave it with my nearest neighbour, and described where their house was in relation to mine. She said that she would add that as well as instructing the courier to put a card through the door if they had left it with my neighbour.
I got an email a few minutes later confirming the order (no cost) and another one informing me that a small refund had been paid back for the difference in price of the Ozzie wine.
At about 7.30 pm on Saturday 4th Feb, my wife and I were in the kitchen preparing dinner when it occurred to me that the wine had not been delivered. I had been at home all day, but on impulse I went to the hall to see if a card had been left. Nope, no card. I did open the door and look in the porch though. Ah! 2 cases of wine had been left.
I managed to man handle them into the kitchen where we opened them to see if a bottle of one of the whites was cold enough to drink with dinner. What a surprise! The two boxes were bigger than my first (successful) order…. and there before us were the missing order complete with the now out of stock Chardonnay and the replacement order! Result!! Cheers Tesco!
That’s a terrible way to treat you and makes my complaint with them seem very minor. Hopefully they’ll come to their senses.
Ordered two cases of wine on special offer on Sunday 29th Jan; this was my second time using them – Tesco Wine Direct – because the first time I ordered wine, it was good plonk, very good price and delivered on time.
This order was supposed to be delivered between 7am and 7pm Tuesday 31st Jan and I had an email on that day saying it was out for delivery.
It didn’t arrive.
On phoning Tesco the following day (Weds. 1st Feb), guy on phone said it had been delivered. I said not. On my order I had left instructions in case I was out, which read “If out (almost never) leave in porch”. I rarely go out as I’m disabled and it’s difficult. I wasn’t out on delivery day either.
Bloke on phone asks for description of my front door and calls the courier while I hold on. Coming back to me, he said it was left in my porch at 6pm. I told him that I’m sure I would have noticed it because at 6pm I and my wife were letting a friend out of the house who had been doing some decorating for us. My wife left the house at 6:30 pm to go to a class, and she didn’t see it in the porch either. Bloke on phone says the vehicles are tracked using gps and vehicle was definitely in my little road (a dead end dirt track in the sticks) at that time!
If he was, I said, perhaps you could ask him why he didn’t knock on the door or use the intercom system? Lights were on in the house and my car was in the drive; it would have been obvious that someone was at home.
He says the driver will be interviewed this evening when he gets back to depot, but given the uninterested way I’ve been dealt with so far, it looks like I’m going to be out of pocket to the tune of 2 cases of wine. I will NOT be buying from Tesco again.
You’ve done well staying cool for so long. Let’s hope it finally arrives.
Ordered on 04.12.11 for delivery on 06.12.11. guess what- still no delivery!!!!!
3 phone calls and 3 different excuses(sent to wrong depot, Snow in Scotland & suppliers system has crashed!!!)
Will def be deivered today 12.12.11 (12.35pm and still waiting!!)
Patience is now sooo thin!!!!
Thankfully it was there when you got home, because trying to get a refund wouldn’t have been that easy.
Last week I ordered wine from Tesco…and asked that it be left in the Summerhouse – if I was out when they called …
Anyway, whoever delivered it decided that: what I meant by: “in the Summerhouse” was in fact: “Behind a bush by the roadside,” and so that’s where I found it!
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