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.
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