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Complaining habits of public figures – Rob Rinder

Helen Dewdney interviews Rob Rinder about complaining

In my series of interviews with people in the consumer world regarding their complaining habits, today it is the turn of Rob Rinder.

In this series I ask the same 11 questions of everyone. It might sound a bit daft for me to do this for Rob Rinder too (which it was but I did it anyway, adds a bit of humour I feel!) :😊

Find out how much Rob Rinder complains, when and how…

Rob Rinder talks to Helen Dewdney about his complaining habits

Other interviews with Rob Rinder

Rob also spoke to me about his life as a barrister in an exclusive interview with me. Find out about his journey, what he thinks of the system for new entrants and who he thinks should be the next Chief Lord Justice.

And!

Rob Rinder talks about his media career in the second of the series of exclusive interviews. Find out what he enjoys, what he doesn’t, what’s next for him and more!

About Rob Rinder

Rob Rinder is a barrister, TV Judge, Presenter, author and columnist for The Sun and the Evening Standard.

Face shot of Rob Rinder on Zoom

Read about the interviewing habits of other public figures in the series of interviews by The Complaining Cow

Help with your complaints

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

If you need help with complaining effectively and making sure you are never fobbed off. GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

101 Habits if an Effective complainer book cover with logo

101 Habits of an Effective Complainer to help you become more skilled and assertive when making complaints (and see Rob’s review!)

 

 

 

What's in there then? A review by Rob Rinder

 

Categories
Business Christmas Companies customer service Complaining about customer service Topical

Tesco fails to deliver – on delivery slots!

Tesco fails to plan for Christmas

Tesco products in a basket

For many years now Tesco like other supermarkets has offered home delivery of your shopping. You can book hourly slots or flexible slots from 6.00am to 11.00pm every day. Tesco also offers a Delivery Saver options where customers can pay for a subscription-based delivery service to save money on the cost of deliveries.

Yesterday (12 November 2020) Tesco customers who are Delivery Savers received notification that slots for Christmas would open two weeks earlier than normal, at 7.00am the following day.

As you would expect, in a repeat of what we saw at the beginning of the March 2020 lockdown, people tried to get slots by staying up to midnight to book a slot as soon as it became available. However, customers queued online for well over an hour and in some cases more than two hours.

Tesco and the Twitter feed complaints

The Tesco Twitter feed was plastered with complaints about the site:

Many people complained that friends and relatives who had been in the queue for less time than them but that they were still waiting.

For many of those who were able to finally get a slot they then couldn’t checkout!

 

Others got through and found their basket had been emptied and had to start all over again.

At 9.45am a Tesco Spokesperson said:

“Demand for online slots over the festive period is high, and we have more slots this Christmas than ever before. We are experiencing high volumes of traffic to our website and Groceries app and are temporarily limiting the number of customers using it. We’re sorry for any inconvenience caused and would like to reassure customers that there are still slots available for both home delivery and Click & Collect over the Christmas period.”

However, this was not strictly true, as slots were not available from 8.45am:

And just a few hours after opening there were still no slots available. This was the situation at 10.00am:

showing all slots from 21/12/20 booked

Tesco Twitter team wrongly advising customers about delivery slots

Despite this, the Tesco Twitter team was still advising people that slots were available. It admitted that there were technical problems causing some of the issues.

Others offered ways round:

and using more than one device or having lots of tabs open can help too.

Consumers give Tesco ideas on how to solve delivery slot issue

Numerous people told the team that the system was wrong and suggested solutions, such as using previous information from customers:

Other ideas included: giving priority to people who had been on the delivery scheme for longer than others, especially as some join the scheme purely for Christmas; informing people of where they are in a position in the queue; releasing some slots at different times of the day, especially as the planned 7.00am time left many parents unable to both watch the site and get children ready for school.

Tesco and the delivery problem

During lockdown many people tried to book a delivery slot and many of these people would not even have been Delivery Saver customers. So, in theory, today should have seen fewer customers trying to book a slot!  But it was chaotic and far worse than through lockdown, when people were left without delivery slots. This time they had to wait for two hours to be told they had missed a slot or get beaten by someone who had waited less time than them!

Tesco has increased the number of its delivery slots from 600,000 to 1.5million a week – which is more than double what was available at the start of the coronavirus lockdown but it’s not clear how many more, if any since the end of lockdown when we know slots increased hugely. In may 2020 it was 1.2 million.

Businesses need to be much better at planning these things. Christmas isn’t like COVID, it can be predicted! Tesco needs to learn lessons from previous years and indeed from throughout this year, when reliable home delivery has become so important.

The Complaining Cow – free support for businesses

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Join the Facebook Group Customer Service: Compassion, Care and  Integrity  A private group where you can give and get support, advice and share good practice on how to improve complaint handling.

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Case study: Tesco and a consumer champion