written by Joyce425 on 03/03/2017
My daughter is at uni 100 miles away from me, as she was really ill, the night before, I booked and paid for (I believed) a home delivery for her as I'm disabled and it's a massive thing for me to go that far. I got my daughter to get up and dressed in time for their 10-11 delivery slot ... nothing happened. At 1.25pm I got a call saying there had been a massive system failure resulting in non of the orders being downloaded from the system and it had happened across the uk effecting many shops and thousands of customers. They said everyone notified so far had booked the following day so there was a slot 2 days later if I wanted it! As my daughter has no transport and was very ill, I drove to my local Tesco to try to manually pay for it as I was told nothing was taken from my account so they didn't have a contract with me, i asked if under he circumstances, they could cover taxi for my daughter as she only lives 1 mile from store as she was way too ill to walk, but told no, they didn't offer that. I also spoke to the manager of Tesco.com there and spoke on the phone to Tesco.com who said even though they appreciated my situation, they couldn't favour one customer above others and there was nothing they could do! They had not left enough time to allow me to re order something from another supermarket either! I emailed customer support and was told amongst other things " We offer a service where we pick and deliver your shopping so this doesn't extend to any care arrangements for illness or anything related" i asked them to cover the cost of a tacpxi for my sick daughter to get to and from their store 1 mile away as they had cancelled my order through no fault of ours.... i had ordered in good faith, I had received a confirmation email for my order the evening before,, so stupidly believed it was going through. They had eventually got round to telling me nearly 3.5 hours after they should have first delivered it. Needless to say, I don't shop at Tesco or Tesco.com any more! Disgusted is putting it mildly!
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