Food and Wine

I can certainly echo your comments Ian. My wife has quite often been at home all day only to find that cases of wine have been left on the front door step without the door bell even having been rung. I think the general assumption seems to be that nobody is likely to be at home!

I echo your comments about Citi-Link. I once had a parcel delivered to a completely different address in the town; different name, street and postcode; where the only similarity was the house number! Fortunately the occupants tracked me down as it was not the first time it had happened.

Hi all,

I am so sorry for any delivery problems you may have experienced. Whilst we request that our courier obtain a signature for deliveries, we realise that this will not always be possible. I will feedback all of your comments to the courier so they can start improving their service.

Thanks,

Fiona

Hi Fiona,

Just saw your post. You had better check your comment about Tesco requesting couriers get signatures - is this actually correct?

I cannot remember the last time I signed anything. I got 6 cases (3 boxes) delivered on Wednesday and I helped the young lad in with them - same person who has delivered to me previously. Absolutely nothing to sign and I've asked the question directly to the driver.

I mentioned to Lisa on Tuesday evening that in my opinion, Tesco should partner up with a reputable Courier company - rather than using Tom, Dick and Harry - and simply never use Citi-Link.

You guys can do a great job in the prompt and speedy execution of an order - but one courier bad experience can ruin all your good work. By the way I'm quite happy with the young guy in the unmarked white van who regularly delivers to me - but I could not tell you which courier company it is (no logo or anything and nothing to sign).

Regards

Ian

My last order was just left outside with no call made, despite me working from home all day!

Worst delivery I had was when the carriers printed out all their address labels with the first character of each line missing. My (then) number 12 house therefore became "2" and "next day delivery" took 3 days! Wineswine.

This week I ordered 30 bottles of Ramada online from Tesco Wine by the Case. Today I received 12 Ramada and 12 Casillero del Diablo (eh?)!. Therefore I am 6 bottles short and 12 of the bottles are wrong. Apparently it is due to a mix up at the store delivering the wine. I chose delivery by the store (2 hour delivery slots) because it was free this time. CHECK YOUR WINES ARE CORRECT BEFORE SIGNING FOR THEM!!! Regards, Wineswine.

Sorry to learn about your problem Wineswine. There are a couple of issues here related to your comment 'check what you've got before you sign'.

1. You need to know exactly what you've ordered. Tesco Wine, purporting to save the planet, do not give out delivery invoices, so you need to have a print out of your order confirmation to hand, when the delivery guy rings your door bell; and,

2. You need to be asked to actually sign something. You'll see by reading this thread that there is an unanswered query to Tesco about them saying that they always endeavour to get the courier to get the customer to sign something. I've never signed anything in at least the past 18 months.

For example, I have just taken delivery of 9 cases this very afternoon. It was Yodel, and having seen your post only minutes before, I specifically asked the question " Do you want me to sign anything?" The answer as always was 'No'.

So, if you don't have the opportunity to sign anything, and/or you don't have a print out of what you've actually ordered in your hand when the courier comes to your door, it makes checking a difficult process.

To be fair to Tesco, the few times I've had courier mess up's, they have sorted it out without too much of a fuss.

Regards

Ian

Hi wineswine,

I'm sorry to hear that you have had a problem with your wine delivery. With the recent 25% off promotion and the Clubcard Exchange starting, we have been experienceing higher than normal order numbers through our warehouse.

If you would like to call me directly on 0845 026 9998 or email wineadvisors@uk.tesco.com, I will have a look into this for you.

Thanks,

Fiona

I was expecting a delivery yesterday Monday 3rd December between 7 am and 7 pm.

Tesco Wine will no doubt be very busy with orders, particularly with the 25 % sale and the extension of the Clubcard exchange deal, as I never received my wine as promised. Slight suspicion of Citi-Link here - contenders for the worst courier company in the UK - but could be completely wrong. I have more than enough wine to be going on with.

My grumble is not about the late delivery - these things can and do happen, especially around 'busy' period. My grouse with Tesco Wine is about the lack of an effective means of being able to track your particular order. On your delivery email, telling you when your order will be delivered it states on the bottom of the email:

"TO TRACK YOUR ORDER STATUS
- Please visit [Direct and Wine by the Case Order Tracking]"

NB. [brackets added by me to show the link]

If you click this link, as I did, you'll find that it's only one link and this takes you to Tesco Direct - handy if you've recently ordered a Samsung Galaxy Tab 2 10.1 tablet device, but not much good for finding the whereabouts of a couple of cases of Campo Viejo Rioja Reserva. If you exhaust the FAQ's looking for assistance, in the end the only option you have is call Tesco Wine (at 7p/per minute). I'm not that desperate to find out where the wine is, as I have enough stock to be going on with, so I never called .

The point is that Amazon do it, and most other online retailers have a facility where you are given the couriers tracking number, and with a couple of clicks you can find out the delivery status of your order. Why can Tesco Wine not provide this simple facility, and why direct you to Tesco Direct instead of Tesco Wine ?

Apologies for moaning.

Regards

Ian

I have bought many cases and had several deliveries and Tesco
always hit the agreed time frame I find them most reliable regarding delivery.
Regarding stock often they ship short.

I'm itching to get hold of my review case and sharing my thoughts with the Wine Community but have received no call (that I've been aware of) or correspondence from the courier when they presumably missed me. I think providing a simple pad to the couriers on which they can advise where the wine has been left e.g. neighbour's house number would be an inexpensive way of advising the customer of progress or perhaps it could be possible to leave the wine at a local Tesco store for pick up? I would gladly make the effort of popping to my local store and would probably end up buying more wine so everyone wins!

Any thoughts?

SS, leaving at neighbours with house number seems a sensible solution and i like the idea of picking it up at the local Tesco, shouldn't be a problem and you can get it at your convenience .

We are eagerly waiting to hear your review hopefully before Christmas, do you know what you are getting in the case ?

I've also been having problems with tesco wine couriers, with my last three orders as follows:

1. Wine not delivered took days to tell me they couldn't deliver, because some of the bottles were broken. I then said I would take delivering of bottles that were not broken, two days later all the bottles turned up, no sign of any breakages.

2. Ordered wine on Friday, confirmed delivery on Saturday did not deliver. Delivered on Monday, ordered 18 bottles only delivered 12 bottles, one of the boxes had been opened and retaped up with thin selotape.

3.ordered wine on 29th Nov, supposed to be delivered Saturday, no sign of it yet. Have called call centre twice, been on hold for 10 minutes each time, apparently courier says they left in porch, but I haven't got a porch. Tesco are waiting for driver to retrace his steps to find out where he delivered it. In the mean time I still have no wine.

I have never been asked for signature.

There customer service always say they will call you back but they don't. I think I will give up ordering from them!

Sorry to hear about your delivery problems bb1234.

Rather that rack up premium rate call charges I suggest you email Tesco directly. wineadvisors@uk.tesco.com

By the way I got my case of wine last night.

Tesco would be well advised to read through this thread to learn some lessons rather than firefighting.

My own key points would be that:

- Tesco don't use any old Tom, Dick & Harry courier company; use a reputable company (and never Citi-Link); and,

- provide a facility for customers to track their own orders.

Regards

Ian

Note Fiona Robertson's direct number is 0845 026 9998

Not sure which wines yet Spike but they will be red! I agree that some good points have been made here and hopefully it will inspire Tesco with ideas to solve about the only chink in their Wine Direct armour.

Thanks pumps100, I will send them an email.

Hi saunderss

Enjoy your reds - I will be interested to see your reviews at a later date.

As I know you like your reds, you will probably have tried some of them before!

Cheers.

Thought I was just unlucky till I read this. My first order-only recently got internet.
*ordered next day delivery on Thurs last week, confirmed delivery for Saturday. Text in afternoon saying 'delayed till Monday'. no explanation- had to get someone to go to local shop to pick up cheap chardonnay.
*waited in all day on Monday (rebooked physio appt), as 'tracking' said order had been dispatched - no show. Cost £10.47 to call, and be told definately Tuesday.
*waited in all day Tuesday. again no show. Despite numerous emails, no contact.
*waited in all day Wednesday. again no show, no explanation, no contact, no reponse to emails. so phoned on the expensive line.
*now have the first available 2 hour store delivery slot
booked for Sunday morning.
*now Saturday-I get email saying hoped i enjoyed my first order!
It had better turn up tomorrow. 9 days after next day delivery.

Tesco grocery delivery really good. This is unbelievably bad.The lack of tracking, the lack of response to emails, the cost of 0845 calls and the unreliability of chosen courier really needs to be addressed.

If I am looking forward to an evening with a nice bottle of wine, I don't want to have to send someone out to replace what hasn't been chosen and delivered

Hi Daisy, sorry to learn about your delivery problems. I have found from experience with Tesco that their performance during sales promotions often falls woefully short of customers expectations.

Regretfully, you just happened to place your order at the tail end of the 25% flash sale; the Clubcard voucher exchange; plus the run-up to the end of the year. A triple whammy and you have suffered the consequences. Sincere commiserations.

Further up this thread you will see that I have given an email address for Tesco and the phone number of Fiona Robertson. She has always been very helpful to me. If you cannot get her ask that they call you back and make a note of the person you spoke to.

I am sure they will compensate you to cover the distress caused.

It happened to me with Tesco a couple of years ago also during a flash sale. I fell out with them for a period of time and bought elsewhere. Nowadays I don't ever call them if items are late. I always email and eventually you get a call from Tesco.

Sorry I cannot offer you any further advice.

Regards

Ian