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!)
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.
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.