Tesco are one of the largest Supermarket chains in the UK and are known all over the world with stores in places such as Japan, America and more. They are the third-largest retailer in the world in fact. But this weekend they ruined the launch of the Wii U for many of their customers. Their facebook and twitter feed are filled with customers who preordered a Wii U, were guaranteed delivery for Friday the 30th of November but did not receive a console.
Of course with a console launch this large there will always be a few orders that don’t get to their destination on time for a wide variety of reasons, poor delivery drivers, people not in, failed credit cards. This is different though because Tesco don’t actually know whats happened to the orders. They are both sent and not sent with customers left confused, uninformed and being given wildly conflicting information.
Tesco customer service have left a lot to be desired for all concerned. Until 7pm on Friday Tesco customer service were adamant all orders had been sent. They had a spreadsheet of all orders that had been sent and that was the end of the matter. But by 7pm it was quickly dawning on them and everyone following their twitter and facebook feeds that something had gone majorly wrong.
We were one of the affected orders and at 7PM despite half of their team claiming it was 100% sent another part of their team were saying they were not sure and would check it out. By 11pm they were telling us they don’t believe the orders were sent, despite their spreadsheet saying so and they would be tracking down at least 50 orders in the warehouse first thing in the morning and calling every customer to inform them of the status of their order.
By 2pm no calls had gone out so we tried to find out what had been going on ourselves. Customer Service denied all knowledge of the information that had been relayed to us the night before and stated once again the orders had all 100% been sent out, on the 30th, not the 29th. This was the beginning of a huge range of conflicting information. By 4PM we’d been told by other customer service representatives that no orders were sent, due to stock shortages they were unaware of, despite emailing customers guaranteeing them their order would arrive on the 30th.
A short while after this we got a call from customer services who wanted to clear up the situation. They only wanted to provide us with the correct information and everything they were telling us was the truth and any other information was to be ignored. We were told it was 100% sent on the 29th but they didn’t know what courier it was sent with or have a tracking number. So whilst the order was sent they don’t know where it is. However the order was not missing or lost in the post, it was still scheduled to arrive, but they didn’t know when or by who. But on Monday they would have a tracking number. Why it takes a weekend to find a tracking number we don’t know but at this point you may be correct in thinking the orders have not been sent, that’s why they had no tracking numbers and instead they were using delaying tactics.
Actually you’d probably be correct because a short while later all Tesco customers got an email stating there was a delay with their order due to ‘unforeseen circumstances’ and that the order had a dispatch estimate of 4-5 days. So the conflicting information continues with one person telling customers their order had been sent and an email saying it had not.
A quick call to customer services resulted in them denying any knowledge of an email and the order had 100% been sent. Confused? So are loads of other Tesco customers as Tesco customer support won’t escalate the matter or find the real answer. There is no time frame from when the orders will be sent, if they have not or when they will arrive if they have been sent. There is a wall of silence as to what is really going on. We’ll update this post if we here any more from tesco. Below is a huge gallery of twitter and facebook messages all wondering what is going on.