On 20 November Tesco agreed to sell me 3 items. Bakugan Dragonoid Destroyer, The Amazing Web Shooting Spiderman, and Lego Spongebob Squarepants Glove World 3816. This was a Click and Collect order to be delivered to Luton Limbury Express.
It was agreed that they would deliver to me on the 21 November after 4pm. They failed to deliver two of the items Spongebob Lego and The Amazing Web Shooting Spiderman. In fact on tracking with Yodel I found out they hadn’t even sent these 2 items out. The status was ‘waiting for sender to dispatch parcel’. I telephoned on the 28 November, and I was told me that these items had been lost before dispatch. The Spongebob Lego was reordered and delivered the next day; however, the Spiderman was out of stock and I had to purchase elsewhere.
I purchased this from Tesco Direct with 601 Clubcard points and £3.72 in cash. However, I had to purchase elsewhere at a cost of £29.99 and £5 for delivery. I contacted Tesco because I have incurred losses through no fault of my own, but they were not interested and all they could offer me was a £15 gift card.
I received a response to my original letter sent to Customer Services, but I felt insulted by the response. I was told me that the contract is formed on dispatch, and that they can cancel. However, I ordered by click and collect and I have an email stating that goods would be at my click and collect store the next day.
Because of this the item that I should have received was out of stock. I have done my research and I know that there have been several problems with Tesco’s click and collect service.
In response to my claim for telephone call costs to sort out a problem that was not my fault. I was told that their local calls are just a few pence a minute. The number I telephoned was an 0845 number. I have a telephone service with Virgin Media and on checking the cost of making 0845 calls is currently 10.22p a minute. They were not interested in compensating me for these calls either.
I am very disappointed this Spiderman toy was an Xmas present for my grandson, and when ordering goods over the Christmas period time is of the essence.
I am very unhappy diabolical customer services.
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