How often do you have delivery problems with online shopping?

I spoke too soon. Today we had a Waitrose delivery and there was an abnormal number of substitutions. They were understandable and sensible replacements but not what we wanted. The substitutions were all for mainstream stock items, not exotic and seasonal products. We don’t want to stop substitutions because then we would have to go out and get something elsewhere, but it is disappointing that the stock levels in the superstore that operates our delivery service are not sufficient to meet the demand, even though they have had five clear days in which to ensure they can do so. It is necessary to order well in advance so as to get a convenient delivery slot; I was hoping they would use that time to make sure they could supply what we ordered.

Waitrose did send an e-mail about an hour before the delivery slot listing the substitutions but by that time it was too late to ask for alternative replacements. At least they do not charge the higher price if the substitution is more expensive than the item ordered and they charge the lower price if the converse is the case. The only substitution that we thought could have been more acceptable was in respect of freshly-squeezed fruit juice where we ordered 2×1 litre cartons of each of two types of juice. They could not supply the pineapple or tropical juice ordered and substituted juices from concentrate; is that a reasonable substitution? I would have thought it should have been possible to supply freshly squeezed juice but from other fruit – even four litres of orange juice would have been better.

Apart from that, and the van driver losing his way, turning up late, and having a dodgy hand-held computer that would not take my signature, it was perfect. The driver didn’t seem to understand that sat-navs work on postcodes, not individual door numbers, and that a postcode can contain a number of individual addresses. He thought the marker on the screen pinpointed the precise house. I explained that you still have to look for the house number but he said they do not run consecutively so I also had to explain about odds and evens! He was smartly presented though, although not looking comfortable in the Waitrose uniform collar and tie.

I had forgotten about our recent Waitrose experience [see above] so this is just to bring the story to a conclusion.

After the delivery there was an on-line follow-up questionnaire, which I suspect is routine and not targetted, and I gave low scores for certain aspects of the service identifying key concerns. That was followed by an email from the central customer care team asking for more information which I fulsomely supplied. In response I received an explanation of the company’s order-picking approach, which I challenged because it was not intelligent enough, and information on how there had been words of advice and support given to management and personnel at the store where the deliveries come from. In summary, my points were recognised, I felt that excuses rather than reasons were given [but that is a commercial culture], managerial action had occurred, there was an expression of apology and a promise of better service in future, and a £5 discount voucher has been tendered [the order totalled £86.44 so that was under 6%]. Some of the responses were ‘templated’ across two communications but overall we are generally satisfied with Waitrose’s response and are taking no further action.

“Something “gotten ” hold of my (your) heart John ? Gene Pitney- Cilla Black-Marc Almond. For the record co-written by-ENGLISH singer/songwriter Roger Cook , born in Bristol and English songwriter/producer Roger Greenaway -born in Bristol . Maybe it was the sea air drifting over from America to the Bristol channel ?

Yes, it turns up in country music and romantic ballads because it has a sentimental old-time ring about it. Sometimes it is used to fit the metre. I prefer up-to-date language.