Why can't tesco be honest with their customer service, word for word excuse for the last time they missed my delivery, read on. Placed my on line shopping order they charged my card but didn't delivery, on Friday 9/2/24 tesco was to deliver my order but it never arrived, on contacting customer services I was promissed a phone call from the store first thing saturday morning, low and behold no call arrived called customer services back was told that it was already out for delivery (why would they send out an order not knowing if the customer would be home) but the van had broken down and there was another van on it was to collect the ordereds and I would have a call back within 2 hours, again no call was made, called back again this time told that they had no van to deliver my order and I would need to collect it from the Aberystwyth store over 80 miles round trip I explained I was disabled person and had no transport and that it would of been cheaper to go the the local coop store than to travel over 3 hours to Aberystwyth and back, they then offered to rebook it for sunday but I would need to pay again for the order and delivery as they would refund my payment for the ordered they would cancel and refuned within 5 day, I requested a call back from a manager as money is tight and could not place and pay for a very large monthly shop twice, the customer service said go and ask the council for a food parcel to hold me over till I get my refund, I asked again for a manager and was told I would get a call back with in 1 hour none arrived again, when will Tesco's stop the lies as this happened last time telling the same word for word story for a failed delivery

The TESCO Group People Safety Standards declare, that TESCO are committed to providing a safe place to work and shop for colleagues and customers.
They promise "Protecting people from harm and legal obligations for safety, so to ensure that you are safe no matter where you are to ensure that no matter where colleagues and customers work and shop, they can trust that they are safe with us."
Chief Executive Officer Dave Lewis wrote that "Our customers and colleagues are at the heart of everything we do, and following these Group People Safety Standards is one of the many ways in which we're serving shoppers a little better every day."
Our family of three (two had a visible disability) had a shopping on 17/10/2023 16:19pm at Dundee South Rd Extra (5745) Checkout 019 nearly 200 pounds. (4SDA-158Y-PO31-X57W)
We had pleasant experience in the shop floor with TESCO colleagues who helped us to find endless items for our shopping trolley.
Pleasant and friendly lady served us on the checkout (019).
When we were on the travelator, which is considered a hazard and requires prudence, poetically for our family as my husband uses for his stability a walking stick and our autistic with learning disability son held the trolley cautiously, a security guard ran to reach us. It was a busy time and behind us were other customers.
This hazard did not stop the security guard to move other customers trolleys to reach us on the middle of the travelator. To speak with him we needed to turn to him and stood backwoods to the end on the travelator movement. We started conversation with him. He told us that it was some buzzer sound when we came to the travelator. He asked to show the receipt, when we just put everything to the lane of checkout and he saw in our trolley 4 big bags full of goods. When we reached the end of the travelator we struggled to safely walk out of the travelator because security guard still speak with us and ignored completely that we can injured our self on the travelator with large amount of shopping goods and big trolley. He could have spoke to us at the bottom of the travelator where it was safe to do so not where my son was distressed by his actions as my husband nearly fell over trying to listen to him.
This is not acceptable at all when vulnerable customers were deliberately put in danger by a security guard who needs to provide promised "Protection for people from harm" by TESCO.
We understand that he trying to do his job, but he needs to do it in a safe environment and not create unnecessary danger for the customers.
To treat a loyal customers like potential thieves, because some fault on the security alarm and increase the risk of harm it is NOT what TESCO promised.
We are honestly really disappointed that a big company like TESCO fails in duty of care in practice and the safety standards for customers and safety awareness of colleagues prevent risks to health and to managing risks to identify hazards which are things and situations that could harm a person, as TESCO stated in, their own Group People Safety Standards.

My mother visited the Woolwich branch on Sunday 26th February. She joined a long queue at the self check out to pay for her goods in enough time before the store shut at 5pm.

On scanning an item on the self check out it became apparent that the price was higher than the shelf price tag. She asked a member of staff to check the price as it was incorrect. He informed her he couldn't go and check it. By this time it was nearly 5pm. No staff made any effort to resolve the problem so my mother made her way to the pet food isle to check the price again. On doing so, the store security guard told her the store was closed. My mother informed him she was going to check the price of the product and asked him to come with her as there was no one else in authority to ask. She showed him the product, the price that was displayed on the shelf and what she had been charged on her receipt. He was adamant she had it wrong. When she tried to explain to him it was definitely incorrect, he became aggressive, she was met with verbal abuse not help. He would not see the pricing error despite my mother pointing it out to him - he was shouting and raising his arms which my mother found very intimidating and upsetting.

No member of staff came to her aid to find out what the issue was, instead they stood watching like it was entertainment. The security guard then walked off, still shouting and my mother asked a member of staff to see the manager, but was told there was no manager on duty. She managed to finally get a member of staff to check the price. At first they were adamant that my mother was wrong but once they could actually bother to double check the receipt against the shelf price they realised that the charged price was indeed incorrect.

My mother was then told to come back the next day for a refund! This is not satisfactory customer service, especially as this is a pricing error by Tesco. Pricing errors happen a lot in this store. I appreciate pricing mistakes can happen but its the way that it was handled that is highly unacceptable. There was NO customer care or service.

A staff member called Mahadi decided to give a refund, however his attitude was presented like he was doing a favour by giving a refund despite the error being no fault of my mothers. As she was leaving the store she asked the security guard for his name - Devid (or at least this was the name given) and he became aggressive again, shouting and in close proximity to my mothers personal space. At this point a supervisor arrived and asked what was happening. My mother tried to explain through the security guards shouts and the supervisor told him to walk away. Once the supervisor could see how distressed my mother had become he informed her that the security guard would be spoken to. However, I have no faith this happened.

This whole experience was deeply distressing for my mother and it left her in floods of tears. I am disgusted she was treated in such an unnecessary way and the way the situation was handle is extremely unacceptable. My mother had done nothing wrong yet was made to feel intimidated, vulnerable and was given no customer support. No customer should feel like this shopping at Tesco.

A formal complaint via email was made to the CEO of Tesco about the above. A reply was received from Mhairi Duncan-Scott (Customer Service Specialist) to say it would be looked into by the store manager. Despite requesting an update, months later there has been no further reply / response. This just goes to show the disregard and contempt Tesco management have for their customers! We will no longer shop here.

"Every little helps"…remove the E at the start and S at the end and you have… "very little help" which is what we got from Tesco last week! Although our holiday in the Lake District was fabulous and we had an amazing week, it didn't get off to the best start due to being let down by Tesco. We had booked a delivery for between 5pm and 6pm the evening we arrived. We arrived at the house we were staying in at approx. 4:30pm and the updates on the app were saying the delivery was expected on time. Shortly after 5pm there was an update to say the driver was running slightly late, this was fine with us at this point. This was then updated further to say the driver would be about half an hour later than expected… this wasn't too bad as we understood the area is a little difficult to get to. A little later, the app updated again to say the driver was running late but updates are currently unavailable. We thought this seemed a bit strange and it started to get later and later and there was still no further updates. I then contacted customer service and spoke to a man named Danny and I have to admit, it left me questioning whether he is suited to a customer service role. I explained what had happened and he said he would look into what was going on and see if I can find out where the driver is. After placing me on hold for a few moments he said our order had failed to be delivered. I explained we were in a holiday home and had just arrived so we were waiting on the shopping this evening for dinner that evening and the majority of what we would be needing for the week. He then said he would find out why the delivery was unsuccessful and put me on hold again. After a few minutes, he informed me the driver had run out of legal drive time. This seemed a bit ridiculous to me especially seeing as I had not been contacted at all and the only info I had was the updates within the app which as explained above, stopped once it got to a certain point. I was quite frustrated and explained that with respect this was not my problem and I needed something to be done to resolve this. He then placed me on hold again to see what could be done. After another few minutes he came back to say the delivery wouldn't be able to go out again until tomorrow. I then explained again that we were waiting on stuff that was needed for that evening and asked them if they could send someone out with it this evening or even put it in a taxi to bring it to us. He simply said they don't do that and there is nothing else he can do. I then complained that this is not the service I expect and on an almost £300 order, I definitely do not expect these sort of problems. I asked why I was not contacted sooner and all he said was that my phone number was not provided (I had already checked the order info and knew it was and it is also all over my Tesco account info). He said he could offer a £20 gesture of good will voucher and get it re delivered. I was not happy with this as we still needed a lot of the shopping that evening. I explained this and the attitude I got was of someone who didn't really care and as if I was in the wrong for getting frustrated about it. I asked if we could go and collect it from wherever it was and after placing me on hold again he confirmed this was possible. I requested a discount on the order for the inconvenience as well as the fuel we used to make a 90 minute round trip to collect. All he could say was no he will not be able to do that. For someone who is supposed to be there to help, he gave one of the worst impressions I have ever had from a leading supermarket brand! In the end we proceeded to drive 90 minutes in total to collect our shopping and the nice man who met us at the collection point, was the only thing that slight redeemed Tesco, he told us that we should not have had to drive all that way when it was the complete fault of the driver who had failed to deliver. He also apologised profusely for the service I received from Danny and was shocked himself that no refund/compensation was offered aside from a £20 voucher and helped us load our shopping into the car. I never usually have a problem with Tesco but I was disgusted at the service I was given by their "customer service" team, especially regarding such a large value order and the state of the cost of living currently!

All time use tesco, thanks you for your work

Never had any issues.

I think there prices are rising.