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    Was Unhappy with Tesco substitution on unavailable Grocery orders - Now sorted :-)

    Has anyone had their grocery substitution honoured with similar value item or higher?

    I ordered some wine in a 3 for £10 promotion, feeling safe that if Tesco didn't have any stock left they'd subsitute it for something of same value or greater, based on an email they sent me in October (see below).

    Well Surprise Surprise they didn't give any subsutition and said products (2 bottles) unavailable. I'm waiting for their reply. I'm happy to take two bottles replacement for same value, because I kept one bottle in the hope they'll honour their email. But suspect they might try and fobb me off with £10 good will gesture instead, which is worse than getting 3 bottles for £10, usually worth £8.99 each.

    quote from their email:

    New Price Match
    On Substitutions

    We've improved our product substitution service for you.

    If we have to substitute a more expensive product than the one you ordered, we will now only charge you the price of your ordered item*. You'll see this on the top of your delivery receipt.

    If you are not happy with a substitution for whatever reason, simply hand it back to the driver and you'll receive a full refund.

    We hope this new service makes shopping with Tesco.com easier.

    Kind regards,
    Tesco Customer Service



    * Price substitution terms and conditions
    If for whatever reason you are not happy with a substitution please hand it back to the driver and you'll receive a full refund. Substituted products for link-save and multi-buy offers such as Buy One Get One Free and Meal Deal offers are not included.

    If you have further queries, please contact us:
    Telephone 0845 7225533, 8am to 11pm Monday to Friday, 9am to 8pm Saturday and 10am to 6pm Sunday

    This is an email from Tesco.Com Limited (Company Number 3942522). Registered in England. Registered Office: Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8 9SL. VAT Registration Number: GB 220 4302 31.

    Neither Tesco.com Limited nor any company within the Tesco Plc Group accepts responsibility for the accuracy or completeness of the contents of this email as it has been transmitted over a public network. If you receive this email in error please accept our apology. If this is the case we would be obliged if you would contact the sender and then delete this email.

    17 Comments

    What were you expecting from Tesco? It also says that "Substituted products for link-save and multi-buy offers such as Buy One Get One Free and Meal Deal offers are not included"

    One of the reasons we stopped buying food from supermarkets online.

    Never done it never would to fussy like to pick my own items ;-)

    renown;7202691

    Never done it never would to fussy like to pick my own items ;-)




    Tesco used to give us the least fresh of the bread and veg. Mind you, I'd probably do the same if it was the other way around

    Predikuesi;7202775

    Tesco used to give us the least fresh of the bread and veg. Mind you, I'd … Tesco used to give us the least fresh of the bread and veg. Mind you, I'd probably do the same if it was the other way around



    You rotter

    Only time I ordered online I was substituted with 4 huge tins of Quality Street, when I asked for 1+ 1Heroes,1 Roses,1Celebrations. Yuk:x Also the Heinz beans which I bought on offer (so bought loads of!) they charged me 2 1/2 xthe price.
    Rubbish, who wants to relinquish control of what we buy to the supermarkets:w00t:

    I orderder 2 x tins of pretty cheap gammon ham for xmas, were out of stock, subd with 2 x tins of their most expensive for same price!!! can`t complain here

    Predikuesi;7202775

    Tesco used to give us the least fresh of the bread and veg. Mind you, I'd … Tesco used to give us the least fresh of the bread and veg. Mind you, I'd probably do the same if it was the other way around



    There you go, I'll stay in full control of my shopping in future:roll:

    Original Poster

    stevebl;7202542

    What were you expecting from Tesco? It also says that "Substituted … What were you expecting from Tesco? It also says that "Substituted products for link-save and multi-buy offers such as Buy One Get One Free and Meal Deal offers are not included"



    :oops: Ops... didn't read that bit... That'll teach me for. Thanks for pointing it out. :santa:
    We don't tend to buy fresh stuff cause we don't often get it in good condition.

    Charlie Brown

    Banned

    MAIA;7202891

    There you go, I'll stay in full control of my shopping in future:roll:


    and spend hours of your life in a supermarket as opposed to 10 minutes online! :thinking:

    and its cheaper online as there are always money off codes around :-D (been using ocado 20% off vouchers for the last 3 shops there!)

    I always put a note that fruit, veg etc must have at least a week to go before the sell by date. I check it all as the guy unloads it and just reject anything I'm not happy with. The susbstitutions for better products is fine by me

    Swapped 3 rump steaks the other day for finest sirloin :-D

    I use all the stores and to me the following is in order of quality

    Waitrose / ocado, sainsburys, tesco, asda

    Original Poster

    It's only fair I post an update Tesco did honour the two bottles, even though I mentioned the small print in their email and would understand it wouldn't necessarily apply.

    Tesco online Customer Services a waste of time especially when you get non-uk call centre during out of hours. 4 calls later - CS put me through to Store Mgr, who apologised for my inconvenience and ended getting two bottles delivered to me without charge. Even though I said I'd be happy to pay the balance of £1.09 (having paid £8.99 for the one bottle).

    He then went on to explain how Tesco online collectors actually collect shopping for several customers at a time, depending on the aisle they're working on, and not necessarily completing each order themselves.

    Cheers for sorting it out Tesco - if anyone reads this who works there :thumbsup:

    Charlie Brown

    Header changed accordingly

    Banned

    Stop whining

    renown;7202691

    Never done it never would to fussy like to pick my own items ;-)



    yeah cause u like cruising down the "magazine" aisles, dont u Mr Renown;-)

    Banned

    charlie brown;7232492

    It's only fair I post an update Tesco did honour the two bottles, … It's only fair I post an update Tesco did honour the two bottles, even though I mentioned the small print in their email and would understand it wouldn't necessarily apply.Tesco online Customer Services a waste of time especially when you get non-uk call centre during out of hours. 4 calls later - CS put me through to Store Mgr, who apologised for my inconvenience and ended getting two bottles delivered to me without charge. Even though I said I'd be happy to pay the balance of £1.09 (having paid £8.99 for the one bottle). He then went on to explain how Tesco online collectors actually collect shopping for several customers at a time, depending on the aisle they're working on, and not necessarily completing each order themselves. Cheers for sorting it out Tesco - if anyone reads this who works there :thumbsup:Charlie BrownHeader changed accordingly


    you dont need to ring them up. Just email them and they reply within 24 hours normally.

    Original Poster

    csiman;7240106

    you dont need to ring them up. Just email them and they reply within 24 … you dont need to ring them up. Just email them and they reply within 24 hours normally.

    Not this time they didn't!

    After 3rd phone call I eventually email them. CS only sent bits of my email to their delivery store, who couldn't make head or tail of it, but hadn't originally attempted to call me. They assumed their on-line customer services had dealt with the query.

    It was only when I had no response to my email that I phoned CS 4th time who then put me through direct to local store. Online Leader got his manager to call me back, who again didn't know anything about my complaint in first place. I had repeat it again.

    That's why I said (in previous post) Tesco.com online (both email and via phone) customer services are a waste of time.

    It was eventually sorted. with a personal delivery and 3 emails refunding items with 1 day life on them i.e. beef, and damaged groceries.

    Cheers.

    Charlie Brown

    Banned

    charlie brown;7240983

    Not this time they didn't!After 3rd phone call I eventually email them. … Not this time they didn't!After 3rd phone call I eventually email them. CS only sent bits of my email to their delivery store, who couldn't make head or tail of it, but hadn't originally attempted to call me. They assumed their on-line customer services had dealt with the query.It was only when I had no response to my email that I phoned CS 4th time who then put me through direct to local store. Online Leader got his manager to call me back, who again didn't know anything about my complaint in first place. I had repeat it again. That's why I said (in previous post) Tesco.com online (both email and via phone) customer services are a waste of time. It was eventually sorted. with a personal delivery and 3 emails refunding items with 1 day life on them i.e. beef, and damaged groceries.Cheers.Charlie Brown


    always been fine when I email except once when they didnt reply. SO sent another email 48 hours later to them and they actually rang me up and apologised for not replying and gave me a £5 voucher for my troubles

    I use the email address on the bottom of the order invoice email.

    Any Questions?

    If you have any questions, please contact our Customer Helpline on 0845 722 55 33. Lines are open 9am and 11pm, Monday to Saturday, and 10am to 6pm on Sundays. Alternatively, email [EMAIL="[email protected]"][email protected][/EMAIL]. Please quote your order number nnnnnnnnn when you contact us. And if the query is about your bill, please also quote the number at the bottom of your receipt. Thanks again for shopping with us. We hope to be delivering to your home again soon.

    Original Poster

    csiman;7241524

    always been fine when I email except once when they didnt reply. SO sent … always been fine when I email except once when they didnt reply. SO sent another email 48 hours later to them and they actually rang me up and apologised for not replying and gave me a £5 voucher for my troubles :)I use the email address on the bottom of the order invoice email.Any Questions?If you have any questions, please contact our Customer Helpline on 0845 722 55 33. Lines are open 9am and 11pm, Monday to Saturday, and 10am to 6pm on Sundays. Alternatively, email [EMAIL="[email protected]"][email protected][/EMAIL]. Please quote your order number nnnnnnnnn when you contact us. And if the query is about your bill, please also quote the number at the bottom of your receipt. Thanks again for shopping with us. We hope to be delivering to your home again soon.



    Yep, that's the one I used too....
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