Problems with your Tesco collection

If you need to get in touch with OLIO about your collection, please use our FWH Issue Report form by clicking 'Something wrong'

What should I do if I don't receive confirmation messages from my store?

A Tesco store should always send a donation confirmation message to let you know if your collection is going ahead or not. New stores can sometimes fail to send a confirmation message if they are still getting used to the ‘surplus food’ donation process. We are continuously reviewing stores that fail to send confirmation messages to Food Waste Heroes, so you do not need to report this to us.

What should I do if the Tesco store manager is asking me to collect at a different time than what I am officially down for?

The collection times in OLIO's system are set by Tesco HQ and are updated every Monday (if needed, most will stay the same). Therefore, if a store manager requests that you collect at a different time to this, then this is entirely at your discretion and you have every right to refuse. However, please bear in mind that it is important to allow yourself enough time to list and distribute all food items on the same day as your collection. We therefore don’t encourage Food Waste Heroes to collect at any point later than 20:30. 

If the store manager is asking for the collection to happen the evening before or the morning after your official scheduled collection, please let them know that they need to request this change internally with Tesco HQ as OLIO is not able to make changes to the schedule.

What should I do if the staff at the store don’t know about OLIO?

Thousands of Tesco stores across the UK are joining OLIO and although all stores have received communications about us, sometimes it takes a bit of time for the message to reach everyone and for the name, OLIO, to stick :) 

Although the stores might not know us by name, they should already be familiar with the process for donating 'surplus food' to charities so you could try to change the language to be more generic. 

For example instead of saying  "I am from OLIO", you could try "I am here for the charity food collection". 

Our partnership with Tesco has been announced in the media and all the information they need is available to them internally (on their Help Desk) so gently suggest they look for it as they now have a team of local volunteers who are ready to help them redistribute their surplus food.

What should I do if my Tesco store is not following the correct processes?

If you need to get in touch with OLIO about your Tesco collection, please use our FWH Issue Report form by clicking 'Something wrong'. OLIO and Tesco have an agreed process in place for resolving issues, this means that the only way that your problem will be solved is by reporting it directly to OLIO via this form. In no circumstances should you contact Tesco directly, as doing so is against the agreed process, and will not result in your issue being resolved. 

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