Lied to by a member of staff!

I have just written this letter to Tesco.

Dear Sir / Madam

I would like to make a complaint about the service I received by your delivery service on Sunday 19th December 2010.

We had a delivery slot booked for between 10am and 12noon, we waited and waited and at 12.30pm still had not received our delivery. There had been some snow so we were understanding and recognised that there could be delays. I telephoned your delivery helpline and the operator said they would call the driver to see where he was and call me back. The same operator called me back about ten minutes later to say he was on his way, however was running a bit late and would be with us within the hour. We are not unreasonable people and were happy with that.

Almost three hours later (3pm) the shoppping still had not been delivered. I telephoned again and spoke with a different operator. This operator apologised and said that no driver had gone out that day from the Tiverton branch and therefore we would not receive our delivery and we would need to place it again.

I was shocked to hear that no driver had left the store that day, despite the fact that the first operator had said he had contacted a driver and that they were on the road but just delayed. I was in fact lied too. As I said, I am not an unreasonable person. Had we been notified in the morning the delivery was cancelled due to the weather I would have understood this but to have stayed in all day waiting for shopping that clearly was never going to arrive after being told it was on its way is extremely frustrating.

I feel very let down that Tesco feel it is better to lie than tell the truth.