My Thank you letter to Tesco…

Hi there,
Thank you very much for your refund. Thanks to a very kind member of your team, I have had to spend 2h at Tesco on Sunday morning after having spent 1h on the phone the night before and £55 on a take away. Let me take you through what actually happened. I strongly suggest you read the below, pass it on to your manager and do something about it before this go on the first page of the SUN and you all get the sack!
- I get a voicemail on Friday at about 7.30pm telling me my delivery, which was due before 7pm, had been cancelled due to staff not turning up to work…
- I call back at about 9pm after having spent £55 on a take away to feed my family of 5 and a little worried about my baby’s milk running out in the morning. Waiting time 30 min; then the person I speak to manages to loose the call. So I call back and wait another 30 min. I’m being told that I can pick up my shopping at the store or ask for it to be redelivered. Then I’m being told that actually deliveries are full for Sunday so they can’t delivery until monday. The fact that 1. I didn’t have a car (hence why I did my shopping online) and 2. my baby had run out of milk didn’t not seem to matter to anyone involved…?! If you listen to the recorded conversation you’ll then hear that I was offered a £20 voucher to keep me quiet.
- 10 min later I receive an email offering me a £10 voucher… somehow within the 10min, the voucher had lost £10… wow amazing!
- I get a friend to go and buy me some baby’s milk at a corner shop that evening and borrow another friend’s car on Sunday morning to go and pick my shopping.
- I arrive at the store and oh joy no-one knows about me picking up my shopping, it’s not ready, all the “cold” food has been put back on the shelves. Worse… while they look into it they find out that I have been refunded. This took about 1h. Then another hour for them to go and get my shopping and scan the whole lot at the till again.So for that I get another £10 voucher. 2h later I get back home
- Too late to cook dinner so we all go out for a roast at the caf. – another £40.
Now do you really think a total of £20 in voucher is good enough to compensate for 2 take aways, 1h on your 0845 number and the massive inconvenience caused?
Can you also explain to me why a company as big as Tesco doesn’t have delivery drivers “on call” as a backup in case someone doesn’t turn up for work??
I look foward to a reply or a phone call very soon.
Regards