We regularly do our grocery shopping online with Tesco and most of the time, it’s problem-free. The few times we’ve had gripes, customer service was very good to solve things quickly without questions. We were supposed to have a shop delivered last night, and I’d received a text message from their automated system that morning saying that it should be at our place between 8:30 and 9:30 that evening. When 10pm came, I phoned customer support and asked them what the problem was. They tried to ring the driver but couldn’t reach him. They said that he should be on his way soon but refunded our delivery fees. When 10:50pm came and still no groceries, I phoned up again and the nice lady on the phone said that she’d try and contact the driver and the store manager and see what the problem was. She said that if the groceries hadn’t come by 11pm, I’d need to call again the following morning, as the drivers don’t go past 11pm. To apologize, she sent a £10 coupon for our next shop. 11pm came and we went to bed grocery-less.
I phoned again this morning and was told that last night was a bit of a mess because the driver phoned in sick at the last minute and, though we should have been phoned to let us know this, it didn’t happen. They apologized profusely and told us that they’d deliver our groceries today, without fail, and that they’d include a bottle of champagne and some chocolate as an apology gift.
Now that’s how you do it, big companies. Take note. It’s the little things. We went from grumpy, to OK, to wa-hey! in the span of 3 phone calls :D Well played, Tesco!