I really wish you could give minus stars, the customer service and lack of quality of their site and process behind it is appalling. I placed an order for a Xmas present the money was taken from my account and I was given a delivery date, several days later just before delivery was due I was sent an email stating they cancelled my order as I requested. I never cancelled the order, so I called to find out what happened, the order was with tesco direct but filled by Trove, they stated that the order was cancelled by Trove and there was nothing they could do about it that although there site states that they have stock that is not true. So thanks to them I am less 1 Christmas present I can't find anywhere else! Avoid tesco direct like the plague, when you call customer services it is just a case of tough luck not our fault, well news flash if you are the interface for the customer it looks bad on you when you treat them like trash!
Placed an order for a new freezer on 20 November, and was given today 27 November as the delivery date. So I took a days holiday from work. Placed my old freezer, which I've paid to have recycled, at the front of my house. At about 10:45 I thought I'd give Tesco a ring to find out if they could be more specific regarding the delivery time. After much to-ing and fro-ing, with the suppliers, it was decided that my order would not be coming today after all as it had got "stuck" in the system and not even got to the suppliers! The CS lady told me this happens quite a lot and that she completely understood me being annoyed that this had happened and eventually, after I kept mentioning wasting a days holiday, decided to credit me £20. Big deal! I can now expect delivery in the next 5-7 days. Maybe!
Absolute shocking company, ordered assassins creed 4 for PS4, not received or even dispatched 4 days after release, been on the live chat, email (which they do not respond to) and on the phone.
Getting the same response of issues in warehouse and that my order cannot be processed until its fixed, 5 days later issues have not been fixed! certainly no customer care their!
On each occasion of contact have been told i will hear a response via email or phone on what's going on, heard nothing, all contact has been by me calling up.
Worst part about my experience is that i have friends who ordered AFTER me and have already had their order fulfilled, how the hell does that work, shouldn't orders be sent out on a first come first serve basis.
Joke of a company!
Whilst I am certainly content with my purchases, I believe they should either improve their contract with a delivery company, slow if not vague, or adjust their shipping charge appropriately considering the dubious quality. A business is tied in reputation to their shipping company inextricably - a medium now from the business to the consumer, a second representation - and I have faith Tesco will change once they've learned from their a late entry into online retail.
Why a huge company like Tesco use Yodel to deliver goods to there st stores is beyond me.The girl in store was great,she told us this had happened 5 times this week already , she managed to sort it our and we will have to go back to the store on Monday to collect.Wont be using the collect service again.
Ordered online yesterday and used an online clubcard voucher so got a Garden Vac at a great price. First thing this morning email confirmation received had already arrived at store for collection. Perfect service, great prices cannot fault.
Ordered an item online with delivery to my local store, however, I was unable to collect the item within the 2 week time frame. I called and asked if the store could just hold onto it for a further 2 days until I could manage to collect it (bearing in mind, this is an item I had already PAID for) but they said no. It would be returned to the warehouse and the order would be cancelled.
Every little helps ....... but not in this case!!!!!
Ordered a TV online and was told the delivery would be between 11.15am and 2.30pm during the week, so I had to take an afternoon off work to make sure I was in the house to accept the delivery.
I arrived at home just after 11.15. As soon as I got home I got a call from my partner saying that the delivery man had been and gone. It had come to our attention that the delivery man had tried to drop off our item outside the agreed time forcing us to arrange a new delivery date a week later! This is extremely frustrating as I had to take the entire afternoon of work for someone else's incompetence.
We decided to cancel the product and ask for our refund which was over £400. They said we would be refunded within 3 - 5 working days, but after a week of nothing, we decided to call again. Apparently the refund request hadn't gone through, so we had to request it again, waiting another 4 days until we got our money back.
I've used Tesco Direct on a number of occasions over the years and my experience pretty much reflects the opinions on Trust Pilot i.e. when it works (about 75% of the time), it's fine but when there's any sort of glitch the "customer service" function is utterly impotent to sort it out. When it all goes pear-shaped, I just don't use them for a year and Tesco Direct lose out on lots of business as a result.
My latest experience exemplifies this. I place the order and get an e-mail confirming it has been dispatched and stating that I will get an e-mail when it's ready for collection under Click and Collect. When I don't get the "collection" e-mail within the expected time, I use their Live Chat service. They say that the courier claims the goods have been delivered to the store but that the staff at the store haven't scanned them in as received. They suggest I go to the store and ask them. I point out that the last time I got this advice, it turned out that the goods had been delivered but to the wrong store (about 200 miles away). So, I ask them to phone to check that my chosen store really has received them. They say they can't do that because the store won't answer their phone as they're usually busy with deliveries at 9am in the morning. I've checked and it's true - the store have disabled their phone number so you can't get through!
So, if you work in a Tesco store, the message from central management is that we know that you disable your phones so that customer service doesn't happen but we don't care so we turn a blind eye to it. We also know that you're not doing your job (scanning in goods received) but we're not going to do anything about that either. It sounds like a pretty clear message from management if you're a member of Tesco's staff i.e. forget about customer service, it's not important.
So, how do Tesco Direct get to achieve Amazon style ratings (9.0 out of 10)? I don't know but they're certainly not going to get there with their existing management.
Poor stock management; orders frequently cancelled; deliveries regularly failed; unhelpful and apathetic customer service. Shocking from one of the biggest companies in the country.
EDIT: I tried to cancel three items over 3 weeks ago. Numerous emails and calls to them later and it still hasn't been done and refunded. To anyone from Tesco checking this, look at order 9JMJKH6V and you will see how poor you've been.
I wish I could give 0 stars.
On march 16th 2012 I bought a Fire Angel Mk 2 10 year Sealed Smoke Alarm from Tesco Direct at a cost of £18.97. This item became faulty recently by emitting a intermittent bleep indicating the battery is running down. This is well under 18 months and the Smoke Alarm is stated good for 10 years.
I make a point of never using the telephone if I can avoid it because of waiting and filtering out options and hassle, so I close not to phone the Smoke Alarm manufacturer.
The Sale of Goods Act 1979 states that the retailer is responsible if:
1 Goods do not match description.
2 Not of satisfactory quality.
3 Not fit for purpose.
Retailers NOT manufacturers or suppliers are legally obliged to resolve the matter for any time up to 6 years from the date of purchase.
Clearly the Smoke Alarm is meant to last at least this time as it is advertised and sold as lasting 10 years.
Apart from calling at the local Tesco Direct store at Tesco Extra Pool, Redruth I emailed Tesco Direct who stated their liability was limited to their guarantee of 12 months from purchase. They are therefore choosing not to abide by the Sale Of Goods Act. I see frequent articles in various publications where firms have tried to get out of this liability and Tesco Direct are no different.
Where to start with my modern Experience of Tesco and Tesco Direct? After moving into central Edinburgh, I find that the stores no longer stock entertainment items and have staff who are unable to perform the simplest of tasks. This caused me to turn to Tesco Direct, the convenient way to buy these same products and even earn clubcard points!
I ordered a 3DS game last Tuesday, used my clubcard vouchers and was given an estimated delivery date of Saturday, sounds great so far. Friday came and passed, no despatched item, so I e-mailed customer services to avoid a coslty 0845 call at 5PM on a Friday.
I was called on Sunday to inform me that the warehouse does not have enough items in stock to fulfill my order. I asked the CSR when it would be back in stock and he said he did not know and they cannot fulfill the order from a store or give me updates about stock in any other warehouses if any. I was now given the option of waiting for my order to return to stock or a refund which will take 5 working days and I'll lose my clubcard vouchers that I used on the transaction.
Currently I am waiting for an item which may not return to stock, may be in stock in a tesco store, cannot be delivered to the free "click and collect" service in tesco.
Finally I decided to check my order once more and was surprised to find that in the same hour, the Tesco Direct site still allows you to add the "in stock" item to your basket only to be told otherwise once you are just about to pay.
Certainly a poor service, broken click and collect, incompetent staff, long wait times and will often leave you feeling like you're being left in the dark. I'd pop along to a competitor website such as Amazon or even PC World before giving these guys a try again, better off spending your clubcard vouchers in store (If they still stock anything you buy that is!)
Ordered 3 x Toner cartridges from Tesco Direct, which I now understand to basically be more like eBay in the fact that your order is fulfilled by a third party and not by Tesco.
My order was unfortunately fulfilled by "Trove Shopping", who seem near impossible to find any more information on.
My 3 "cartridges" arrived reasonably quickly, but they had actually sent me 3 packs of A4 paper for my £90-odd instead of 3 cartridges! Not exactly great.
They don't reply to emails, don't answer the phone, don't call back, and I'm still here a fortnight later chasing a refund. Useless - avoid at all costs!
I rang Tesco, who didn't want to know and said Trove are nothing to do with them and they would do nothing to assist - great eh!
I ordered 5 items on monday morning, and recieved emails for each one informing me that each had been sent to the courier (4 with Yodel and 1 with Hermes). Not realising that Tesco used these couriers I was a little worried, as Yodel has a terrible reputation. However, the items from Yodel were delivered on Tuesday afternoon, very impressed! However, one of the items had a part missing, so I emailed customer services asking for it to be posted out to me, as I was recluctant to phone the 0845 number. I recieved a phone call from a very friendly lady informing me that I could have a replacement delivered and they would pick up the old one at the same time on Thursday. I recieved the Hermes parcel on Wednesday, and the swap was fine on Thursday.
All this was from the £3 delivery option which promised delivery by the Saturday, very pleased! As I had the week off work, this was very convenient, but had I been at work it would have been quite awkward with no one to collect packages. Would definitely use again.
On 20 November Tesco agreed to sell me 3 items. Bakugan Dragonoid Destroyer, The Amazing Web Shooting Spiderman, and Lego Spongebob Squarepants Glove World 3816. This was a Click and Collect order to be delivered to Luton Limbury Express.
It was agreed that they would deliver to me on the 21 November after 4pm. They failed to deliver two of the items Spongebob Lego and The Amazing Web Shooting Spiderman. In fact on tracking with Yodel I found out they hadn’t even sent these 2 items out. The status was ‘waiting for sender to dispatch parcel’. I telephoned on the 28 November, and I was told me that these items had been lost before dispatch. The Spongebob Lego was reordered and delivered the next day; however, the Spiderman was out of stock and I had to purchase elsewhere.
I purchased this from Tesco Direct with 601 Clubcard points and £3.72 in cash. However, I had to purchase elsewhere at a cost of £29.99 and £5 for delivery. I contacted Tesco because I have incurred losses through no fault of my own, but they were not interested and all they could offer me was a £15 gift card.
I received a response to my original letter sent to Customer Services, but I felt insulted by the response. I was told me that the contract is formed on dispatch, and that they can cancel. However, I ordered by click and collect and I have an email stating that goods would be at my click and collect store the next day.
Because of this the item that I should have received was out of stock. I have done my research and I know that there have been several problems with Tesco’s click and collect service.
In response to my claim for telephone call costs to sort out a problem that was not my fault. I was told that their local calls are just a few pence a minute. The number I telephoned was an 0845 number. I have a telephone service with Virgin Media and on checking the cost of making 0845 calls is currently 10.22p a minute. They were not interested in compensating me for these calls either.
I am very disappointed this Spiderman toy was an Xmas present for my grandson, and when ordering goods over the Christmas period time is of the essence.
I am very unhappy diabolical customer services.
Great site to browse.
Full detail for product description.
Pity that my product didn't have click and collect option therefore I had to pay for the delivery.
But Tesco had done a good job to compensate that because my item arrived 2days after, secure signed, item as described and fully protected packet. Excellent!!
After having major problems with Dreams and having to return a faulty bed, I was very reluctant to order another bed. However, I saw on tesco direct the perfect bed for my sons new room. When ordering I was prompted that I had unused vouchers and would I like to use them for this purchase. I had £71 of vouchers to use - bonus :) I got to checkout and got to pick my delivery day which was only 5 days away (could have picked and earlier one). However the next day we had a call from the delivery company (to say I felt sick was an understatement) they said that Tesco had made a mistake as I should not have been offered delivery that day as they were not in my area that day and could they rearrange delivery. Luckily it was for the next day. They told me that the driver would phone me an hour before delivery so that I did not have to stay in the house to wait for it. True to their word the driver called me to say he was on his way.
Why can't all deliveries be this easy - well informed and true to their word. Would recommend to friends and will certainly use them again - thank you
I purchased a laptop, the process all seemed to go well from price, buying online, pickup and the product. Feeling quite confident about this I then looked for a bicycle, finding one that seemed very reasonable at £59.99, but on clicking the 'buy' option a price of £75 appeared. I tried several times with the same result. I rang Customer Services and was told there was a problem with the website and that I could buy at the higher price and try and claim a refund. This to me sounded unreasonable, so have tried again today and it is just displaying the higher price. A call to Customer Services said that they could not honour the original price. A very POOR SHOW.
I recently bought a cross trainer from Tesco Direct and placed the order on a Saturday evening. On the Monday I had recieved a few miss calls as I work a long hours,but on the tuesday I called them back and we arranged delivery the following day. I then decided that I would like a Tread Mill too, so I went back on line and chose one, I placed the order at the weekend again. On the Monday I recieved an e-mail saying the item had been despatched, then on the Tuesday I had a card in the letterbox saying that they would try and deliver it again on Wednesday. I called them up and I was waiting 20 minutes to speak to someone to ask if they could deliver it on Friday. After finishing work on Wednesday I got home to another card saying that they had tried to deliver my parcel again and because I was not in my parcel had been returned to the depot. So I called them again and this time I was waiting 30 minutes to speak to someone, I was told that parcel would be delivered on Friday. I just feel that the whole delivery process could be better.
I bought a fridge and when it was delivered found that the plastic that goes over the top door hinge was broken. I found it easy to contact Tesco and reported the problem. 10 minutes later they phoned me back and said that the manufacture was sending me a replacement plastic cover direct ans also that Tesco were refunding me £5 because of the Inconvenience. Not only that but I received the part the very next day.
Well done Tesco.
I have ordered various things from Tesco Direct and Tesco Entertainment, and although some orders have been fulfilled, several others have not been, with no proper explanation. The latest explanation was a new system having incorrect stock figures, which doesn't sound like a very good new system to me.
But any company that takes orders, confirms them via email, and then cancels portions of them several hours later is not worth doing business with in my opinion.
In the latest incident, they accepted my paint and Paint Pod order, but then cancelled the Paint, only to deliver the Paint Pod. Which is useless without the paint, obviously. However, despite me phoning them within 5 minutes of the cancellation email, I was apparently too late to cancel the Paint Pod. So I will be charged for it, and have to wait for it to be refunded to me card.
Believe it or not, I have never ordered from Tesco Direct until fairly recently. I ordred a new table from the sale section at a hugely reduced price. Well, it arrived quickly as exactly as described on the website. I must say the price was fantastic, the product very good and the delivery was super quick too. Well done Tesco Direct, i will be back again!
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