This review is about the third party purchase that I made through Tesco Direct. I bought a Medusa NX Headset from the company 'Trove' through the Tesco Direct website.
After speaking to Trove's speedy email service over email, Trove agreed to give me a refund for my headset. I sent them the item and my tracking number says that they received the item on the 20th of December. However, they still claimed that they hadn't 'found' it on the 7th of January.
The first time I actually decided to phone Trove, I had to wait on hold for 20 minutes. I then was not connected, the phone just suddenly hang up. Phoning them again, waiting 20 minutes I was told that nothing could be done about the refund.
Now finally, on the 14th of February I have actually received my refund. This took way too long for a refund. I will not be using Trove shopping again.
May be that they use Yodel to get the items to the store. I've had two items out of six orders go 'missing' and given a refund. My wife made two orders and one went 'missing'. They were made a month apart and delivery was to two different stores for Click and Collect. Poor service. Do not use.
I ordered an xbox game over 2 months ago. I have not received the game, yet I was promised a 3-5 working day service from Trove.
They have no problems with swiftly taking my money, but if there are any obstacles in the way, then it is just bad luck; they simply don't care.
I phoned the customer service team and after about 15minutes of annoying telephone music, I finally reached the team. They were the most incompetent bunch of people I have ever spoken to. They kept on passing my call around to different team members when all I did was ask a simple question.
They were unable to send a replacement, so the only option was a refund. Trove cannot provide a refund themselves but will have to relay the message to Tesco. This seems odd and inefficient because I purchased from Trove. Oh well, I agreed to wait 3-5 working days for the refund to take place. The refund did not happen. I waited another 2 days and still nothing. I called Trove back, and I reached a person called "Chirag". He was utterly useless. He couldn't help with anything. "Nothing I can do" he said. Oh great! The customer service line is not free, so if you want to speak to the likes of "Chirag", keep in mind it would cost you a few quid.
It is approaching 40 working days and no refund. I have given up hope on ever getting my money. I will take it as a life lesson. Never again will I shop with Trove. Needless to say, I will absolutely not recommend Trove to anyone. Please, please avoid Trove. They are thieves.
I ordered a craft magazine subscription. You get sent a voucher code which came within two days - so far brilliant. I logged into the website it states on the card and after typing in my voucher code was told it was the wrong code. I logged out the computer and tried again but this time as soon as I got to the voucher page the computer took me to another webpage - nothing to do with subscriptions. The next day I tried logging in again and got exactly the same page as I had originally got and put in my voucher code and went to the drop down box to select my chosen magazine to find my choice of magazine was no longer there. After logging in and out a few times I noticed in small print on the website that if my subscription is for such and such, and such and such magazine then I have to ring a certain phone number between 8 and 8. Okay, off to find my mobile and I rang to discover a voice telling me they are only open 8 to 6!!! I don't get home until gone six so this is no good, so left it with hubby who was at home for the day. Twice he got passed to one person and then another and finally found someone who told him that it has to be on the drop down menu!!!! and he shouldn't have needed to ring in - well yes we know that but yur website says differently. He thinks the guy on the other end finally sorted it out so we will wait and see if I do get delivery of my chosen magazine this month.
After buying a tv from Tesco Direct I found it was faulty. I took it back to Tesco within a few days. They told me to contact Trove, trove told me to contact Chello, the manufacturer. From Chello back to Trove, then Trove told me to go back Chello. This has been going on since Dec 2nd. After getting really angry with Trove, I asked the girl to put her manager on, I was told there was no one. Called back within 2 mins and phone was answered by a Director. She totally lied. I couldn't get a refund and now have to wait until they have checked the fault and repaired it. In the meantime I have no tv. I don't trust them. Would never recommend to anyone, I will never purchase off them again. For that matter, Tesco either. Back to no quibble Argos!!
Ordered a camera at admittedly a good price at the time. The item was "in stock" but was "not available for store pickup" so I relented and paid the delivery charge. The estimated delivery date was more than 3 weeks in the future which wasn't great but it was a good deal so I was prepared to wait.
They took the money on the day of the order, and then with one week to go I receive a phone call saying that they couldn't fulfill it and would be cancelling the order and refunding the payment and that it could take another 3 to 5 days to see the refund. No explanation other than "we're sorry", no compensation, no offer of an alternative. Strangely the very same camera is available on their website, just in a different colour, but now over twice the price! I wonder why they didn't ship that one?!
In summary then, they took payment for an item they didn't have even though they claimed that they did, kept my money for 3 weeks, prevented me from buying an alternative product in the January sales, then cancelled even though they had an equivalent product in stock and they're "sorry"?
Always look for a voucher code - you can usually make another saving of £20+ or more just by spending a few seconds on sites like hotukdeals. Ordered phone - no a single problem was much cheaper than all the other sites by some distance.
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.
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.