TESCO miss the point on the web and PR

Tonight we were expecting a home delivery from Tesco in Glasgow at 5pm. At 7.55 PM with the kids wandering where their milk was, we got a call saying they won't be coming due to "staffing issues". I am furious for obvious reasons - none worse than the fact i now need to go shopping to get breakfast for the kids for tomorrow and it is really late and pouring outside.

I am writing to them in response to an email i received so i will keep you updated and see how things progress (or don't).

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Mr. Livingstone here. I included Terry Leahy in this and additionally will blog what happens at :
http://weblivz.blogspot.com/2008/10/tesco-miss-point-on-web-and-pr.html

Are you taking the piss? We have a 2 year old and a 5 year old who were waiting on milk before bed time because you were due to deliver before 7. You phone 1 HOUR late on a Saturday night to tell us this, asking if we can "come get it" !? You had from 5pm at the very,very latest to know of any apparent staffing issues.

What is WORSE is this pathetic general letter you have sent us - you never even took the time to send something personal. We never even had an opportunity to file any complaint and "you have been dissatisfied" is an understatement.

I would have been irritated at a cancellation earlier, but calling 1 hour later than the latest it was supposed to be here combined with a pathetic general letter (I assume the typists also had the evening off due to the rain) means we will no longer bother doing business with you and move to Asda or equivalent.

Additionally, I am a high profile online UK blogger and Internet consultant so you can bet a few people will hear about it and i will be looking out for someone at Tesco who can look into this.
Now I have got to go out into the pissing rain at 8 PM on a Saturday night to get milk for tonight and the kids breakfast for tomorrow morning.

For what it's worth - you don't need to concentrate on staff issues - you need to look at your PR... a phone call earlier in the day would have saved hassle for all of us.

steven
http://livz.org

________________________________
> From: online@tesco.co.uk
> Subject: Tesco Online Vouchers
> Date: Sat, 4 Oct 2008 19:51:19 +0100
>
>
> Dear Mr Livingstone
>
> Thank you for notifying us of your complaint. We value our customers' feedback, which helps us to monitor and improve our services.
>
> We are sorry to hear that you have been dissatisfied with the service you recently received from Tesco. As an apology we would like to offer you a ? 10.00 eCoupon, with our compliments, to spend on your next grocery order on Tesco.com. To use this eCoupon simply type in the code XXXXXXXXX when you reach Checkout. This eCoupon can be used from 4 Oct 2008 to 4 Jan 2009
>
>
> If you have any questions, you can also e-mail us at online@tesco.co.uk. Or you can contact our Customer Helpline on 0845 722 55 33 between 9am and 11pm Monday to Friday, 9am and 8pm Saturday and from 10am to 6pm on Sundays.
>
>
> Best wishes,
>
> -
>
> Tesco.com
>
>
>
> Tesco.Com Limited
> Company Number: 3942522
> Registered in England
> Registered Office: Tesco House, Delamare road, Cheshunt, Hertfordshire EN8 9SL