Purchased an LCD television online costing £168 06/12 which was £198 in-store..Paid £5.95 express delivery for it to be delivered on the Saturday 08/12..Got out of bed early Saturday morning for courier to deliver but need not have bothered because by 13hrs TV had not arrived ..Contacted Tesco direct by email received response immediately informing me of high volume of enquiries..
Then at 16.00hrs sent another email same response as the first time went to yodel tracking informing me of delay contact Tesco direct....
In a nutshell i posted 8 emails to tesco direct Saturday and Sunday and received the same standard auto reply.Never received the personal reply that they promised.TV was delivered 10/12 at 19.00hrs by a yodel courier the box was partially damaged which forced me to ask the courier had the TV been dropped he smirked a bit and said not by him but that it had already been handled by at least 10 people before him..
Anyway TV was fine except for a bit of light leaking through panel bottom of the screen but then what would one expect for such a cheap TV ..My reasons for buying this TV from Tesco is because my Sony LCD 26" which i bought from John Lewis 03/2010 at a cost of £399 developed a screen malfunction....
So my advice to those of you wanting to purchase LCD televisions is buy 2 because one of them is bound to malfunction within 18 months of purchase....
Ordered a case of wine from Tesco online on 7th Dec with next day delivery. That came and went. So did the next day. Called Tesco Wine direct. "It's on the wagon for delivery today". No, not delivered that day either. Or the next. So here we are, 6 days later and we're beginning to get thirsty. Called Tesco Wine again, this time to cancel the order. "I can't cancel the order. it's on the truck for delivery to you today". So no wine ad seemingly no way to cancel the order. Time to get onto the Office of Fair Trading.
I thought to make the most of the double value voucher exchange and buy some wine for Christmas. Spent quite a long time making my selections. Then, VERY carefully filled in the billing address and delivery address. Checked twice to be sure, (they got it wrong once in the past). Where I live in back of a farmyard is difficult for delivery drivers so I get all my orders dropped off at work. Went to checkout and paid the £2 extra on my Mastercard without problem so billing address must be correct. Printed out receipt - billing and delivery addresses swapped over! Not only that billing address is not absolutely correct. So I rang Tesco Wine on 08456775577 and eventually, seven minutes later, I got to speak to a guy. "Cannot alter delivery address until we get tracking information. Ring back tonight before eleven o'clock". So I rang after teatime and after 20 minutes I gave up waiting for a 'representative'. The same situation a couple of hours later. Next morning I rang again and got an answer after eight minutes. "OK. We'll let the delivery guy know the correct address". No delivery that day - a Friday. Was away on Saturday but when I arrived home on Sunday there were two boxes on my door step. No paperwork, no communication from Tesco. Lucky the wine wasn't frozen or it hadn't rained overnight or both. I live above 400 metres. Tesco Wine? Forget it.
Went shopping last night and bought meat on the 3 for 10 pounds offer only to discover that two of the products had to be eaten by today. Hubby rang customer services as did'nt have the phone number for the new store and was told they were well within their rights to sell it as it was'nt out of date until today. Well, we bought it in the evening after already eating and won't be cooking two meat dishes in the one day. The attitude from them was disgraceful and so I rang back and managed to get the meat refunded but won't be shopping there again. Bad expereince Tesco with your customer service.
Tesco just seem to be into everything at the expense of other businesses with a better grip on customer service. OK some deals and 'offers' now and again to tempt me in but so many other items not so cheap and products on display which I feel belong in specialist shops not in a supermarkets. Also - so often, prices and offers completely wrongly displayed and when you point the errors out to staff, they seem either dis-interested or are just too dim to see the error .
I also worry when a supermarket can know your name and address details from your car number plate. I thought only the police were allowed to know that information.( Had a telling off for being parked in their car park whilst supporting a fund raising car boot sale , actually authorised by them on a bank holiday whilst store was closed ) Much too powerful. I'll spread my shopping about and keep as much of it local ( not Tesco Local) . But thanks for the cheap wine deals ( if they are not pre-inflated ones)
Oh - and just in passing... I'm sick of past its veg and fruit being bad quality .Often sold in the prebagged packs. Recently had 3 rotten onions in a pack. Could have gone back and complained but now made the decision to buy elsewhere - like a local greengrocer. Give them a chance and pay a few pence more . Maybe they can do better business and take on some ex-Tesco staff.
I ordered 12 bottles from tescowine.com, I live in a London address, no problems ever before, including Tesco grocery. For my wine order I chose hour slot delivery and eagerly awaited arrival of my order....
I called up on the 0845 number (no landline number so this will cost you) and was on hold for 30 minutes. When answered they hung up straight away. Great. Another 10 minutes on hold and I got through. After explaining my problem all they could say was "we are unable to get through to them at the moment" followed by silence. So I had to probe further to see what the point was that they were not telling me. She said she'll get a response tomorrow and let me know. So, I asked, any chance they are running late and it will get here? No she said (even though they had "no response). Ok I said, why not? She said my wine was still at the store. Great. What time would I be called tomorrow? After 1pm. So no delivery before then? Nope. No explanation, no warning, no idea when I'll get my wine. Absoulutely RUBBISH service. If you are planning on using the wonderful conveinience of hour slot delivery... DONT bother. More hassle than it is worth.
Thanks Tesco. A customer lost forever.
I have had no end of problems with Tesco to the point where a few years ago my clubcard points collected and ready to redeem where refused, it was clear that i had not used the points because the bookings for various hotels certainly i had not been to made it clear there was a mistake. Although I could prove all of this they refused to reinstate my points and I was left with nothing! I will not go into their stores.
I am now on hold, 1/2 hour wait so far, to customer services because I thought I would try Tesco Direct as there seemed to be a good deal for Black Ops two, the delivery is so slow I now need to cancel, the fact of the matter is that their site does not allow a successful cancellation and refund and customer services is my only alternative. I want a refund I've bought it elsewhere in half the time, it's simple not complicated and this is REALLY MY LAST EXPERIENCE WITH TESCO!!!
So I've now been on hold for over an hour to try and rectify a mistake on Tesco's behalf. They have failed to send me an order confirmation which I need to get cashback. Its £50 cashback but if I'm on hold much longer that £50 will be eaten up by my phonebill! Totally disgraceful the amount of time they expect their customers to wait. I will NEVER be back. I've stopped using my local store because the staff are nothing short of rude, Online is now off my radar too.
Natasha Smith found this review useful
I ordered a great deal from Tesco Direct for Christmas. I received the order in three different batches. A week later, I was still awaiting one more item, so I contacted them. I must have been on hold for nearly half an hour to find that my item had been cancelled at their end. I did not receive any notification of this! I was still charged for the whole order. The item was only £7-odds, but that's not the point. They refunded me £10 for my trouble. The best thing is though, I used a link to receive cashback on my order, otherwise I probably would never have used Tesco. I found out today that they actually rejected my cashback. Needless to say, I will never shop with Tesco by any conscious means in the future and will discourage others from doing so!!
I dont drive so having the heavier groceries delivered makes it very convenient. Used tesco.ie several times and no issues, however the last time i used them (and it will be the last time) they correctly deducted the 272eur from my account and confirmed my order/delivery. That was the saturday. On the monday I received a phone call from my bank regarding a separate matter and while going through some transactions they mentioned a second amount deducted from my account by tesco. A second amount i asked?? yes 15mins after my correct transaction tescos decided to debit another 269eur from me. Perhaps it was just a shadow debit, i waited and after a few working days gave the customer care line a call. Was dealt with a lovely lady who went through everything and admitted tesco made an error, apologised and assured me that the money will be back in my account 3-5working days later. That was 7weeks ago and Im still waiting!!
Ive emailed and phoned countless times - the people in the customer care department cant decide if they feel like helping me or not. Just today I ended up making 7 calls to them - was put on hold and subsequently disconnected 4 times - was told to phone a different number, which i did and lo and behold the number is out of servce - had a guy tell me he was flabbergasted at the amount of communication on the account for such a simple matter and would personally sort it out and he'd call back within 30mins, that was 7hours ago...! - the 7th person told me (before hanging up on me) that she couldnt access my account because im in ireland and I phoned the UK line, well first off, i phoned the number on the .ie website, iv phoned enough times that my phone has it on speeddial, and iv dealt with other operators who were able to access my account, the lady was just being lazy because it was a friday afternoon!!
I could carry on for a long time here but it doesnt change the bottom line, tescos have the poorest customer service i have ever come across. Im now compiling a detailed complaint report to be sent to the Consumer Protection Agency on Monday, but one thing I do know for sure about the outcome of all this, is that I will not be shopping at Tesco ever again - in store or online, and I will continue to tell everyone that I know about this appalling service and persuade them to shop elsewhere so they dont have to go through such an experience themselves.
Highly irritated ex-tesco shopper
// To Tesco customer care - email ref number: TES2229388NI
Well the driver arrived late and then the online phone service lady was quite nice to speak to but could not help at all. The driver ( Jamaican accent LOL was confusing as f$&k. I live in University halls and the driver wanted to argue over the phone as he could not find my residnce and wanted me to come to him. What am I paying for Delivery or babysitting. How Fuc*$%g dare he be 2 hours late and then call me and be rude. I was not there in my halls. So i asked for a refund only to see that Cheap Value Tesco took of £7 for god knows what after they wasted my phone minutes and my mental peace. Dear Tesco thank you for wasting my precious time and money. have some shame and please send drivers that know what they are doing. Improve your service till then, Hail Sainsbury.
The item was not delivered when it was supposed to be and the driver did not call to let me know that there was a problem. Very disappointed with the standard of the service as i had to call them before they told me of the situation.
Would definitely recommend that you avoid using Tesco.com's home delivery service if at all possible.
Last night we were due to receive a delivery early in the evening (6pm). An hour and a half later, this still hadn't arrived and we had had no communication from Tesco so we contacted their customer services. Not only do they charge this as an 0845 number so that they can make money off users contacting them, they were unable to help us in any way shape of form.
On that first call they informed us that they didn't know where the delivery was and couldn't contact the driver or store it was being delivered from but they would find out and call us back before 8pm if it still hadn't arrived. 8pm came and went and no phone calls, so we had to call them back (at our expense) again.
In this call they informed us that 15 minutes earlier the driver had reported in to say that they were running two hours late. Now this causes me a number of problems - first of all the driver waited until well after the time they promised to deliver by to acknowledge they were running late but the customer services team had also known this for 15 minutes and made no effort to contact us despite the problems we had already highlighted.
We were then told that based on where the delivery van was in its schedule, that the delivery will be there by 9:15 / 9:30pm and that once again, if it hadn't or there was any update, we would be called back before 10pm and if we hadn't heard anything by then to call them back.
At 10pm we attempted to call Tesco back (once again at our own cost) however on calling we received a message saying they had high call demand (or had sent a lot of their customer service team home!) and hence there would be a 20 minute wait. This in itself was a lie as we held on and never managed to get through to them until it reached 11pm and their customer service centre closes.
During this time, we also sent emails to their customer services team (on every address we could find) requesting an update. None was given. Due to the food not arriving, we also had to order a takeaway as there were no local shops open by this point so yet another cost thanks to Tesco's inability to deliver food / inform us in advance that they were going to fail.
They call centre opened at 10am this morning so we called them immediately. We were informed that the driver had returned to the store last night, the items had been returned to the shelves and our order had been cancelled. This meant we had no food, they had completely ruined our previous night (we were supposed to be going out), and they had made no effort to contact us to let us know that this had happened.
The only thing they could offer us was to attempt to redeliver the food tomorrow (not even today) and even then, only when they had available slots. Now this to us is useless - Everyone in our house works long hours so the only opportunity for a delivery was at the weekend as Tesco don't deliver early or late enough to guarantee there will be someone in to collect the order. As a result, we have no choice to now waste our day today completing a large shop when instead we previously had other plans. This is more difficult by the fact that we don't have a car and our nearest store is a significant distance away - the reason we attempted to get home delivery previously!
Definitely the worst customer experience I've ever experienced. And have Tesco offered us anything in compensation to encourage us to shop with them again / make up for the inconvenience caused - Don't be ridiculous!
Tesco is Tesco, if they screw up a delivery they will fix it by a refund of the product they got wrong.
But 3 stars if because they just won't stock Lipton ice tea 1.5L bottles, they'll simply tell me to drive 25 miles to another tesco where they do stock it, i asked about 10 times for it, each time they take note but they do nothing.
i wouldn't care but no other shop sells it in my area
When we do on-line shopping for groceries we have used Tesco and always had a good experience. Don't do it very ofetn because we prefer to brouse. However, use them regularly for wine supplies. Good wine at very good prices. Look out for the half-price deals.
Ordered a personalised phone cover from tescos site! and as I said I ordered a PHONE COVER not a sticker!! I was very disappointed when I received the envelope I expected a hard phone cover not a bit of paper! I am outraged at the amount I paid for a bit of paper! will never be ordering anything from tesco again
We decided to boycott Tesco six months ago because of a rude staff member and the appalling response by Tesco's lazy 'customer service' team.
In that time we have shopped at both Sainsbury's and at the Co-Op and both supermarkets have been an absolute pleasure.
Cleaner well laid out stores and friendlier more helpful staff have been an absolute revelation.
We have spent over 2 grand in those stores that would have instead gone into the coffers of Tesco so it feels really great.
We know that 'customer services' don't give a hoot but it still feels really great. We thoroughly recommend it and will keep tallying up how much they are not getting from us and will post on here and on facebook.
Good riddance to Tesco.
Happy shopper found this review useful
Tescos always has a great range of food and drink available in their online grocery store, and its simple and fuss-free. All the delivery guys come with a smile on their face, and even when I've had issues with their substitutions, I have called the customer services line, and they refund you without question.
One of the most memorable times I had to call customer services was when the driver had left the freezer door open and all the frozen food had fallen out down the motorway! I found this hilarious as I'd only ordered about 2 or 3 things from the freezer dept, and the guy was really young and nervous! When I called customer services they kindly refunded my frozen goods as well as the delivery cost.
Order every two weeks, mostly fine, had one issue where the driver just plain didn't show up and I had to call the next day, but to their credit, they refunded the delivery fee without me even asking and arranged delivery again for the next day for free.
Occasionally sometimes goods might have a short life on them but they never mind having items sent back, in fact I've even sent back items because I've just changed my mind and they've accepted that too!
Great service but useful if there is a local shop near by to get the occasional item that you need to replace something that you've sent back because either the item was substituted with one that you don't want / sent back due to short life.
Always used tesco for food shopping, and the online store too! If there was a problem with an item they would refund me no questions asked!! Or if sold out of an item you can suggest your next option etc!!! tend to use them less nowadys due to food prices going through the roof in most supermarkets!!!
I have shopped at Tesco for more than 30 years. Their process of continuous improvement peaked in the mid 2000's and has fallen since then. They recently refurbished my local store (Edgbaston, Birmingham) and through the entire process of around 8 weeks, shopping there was a nightmare. Since completion of the store, I have come to realise that moving things around is now one of the new permanent features of the store. The staff are a very mixed bunch. The longer serving members are still quite good, but the more recently recruited members lack in knowledge and commitment to Customer Service, although they have been trained to apologise ("Sorry about that") and then walk away. I have a Clubcard loyalty card, and they send me extra points or money off vouchers for items they don't sell at my local store!
On the credit side, the store is cleaner and fresher than it was before... it was pretty bad before! The customer toilets are at least more wholesome, although still not serviced enough in my view.
In my experience, the Duty Managers I have encountered are inneffective individuals who are way out of their depth.
It is clear they are trying to improve this store, but they still have a long way to go to regain some of their early higher standards. They need to be careful as there is a new very large Morrisons opening a few hundred yards away. It would not take much at this point to make me give them an opportunity to take my money on a weekly basis. My previous experiences with Morrisons have all been good, but until now there hasn't been a store local to me. They open in October, so there isn't long to wait.
I shopped at Tesco, buying clothes (utilising clothes voucher offer). Tesco staff helped me at Self-service check-out. As i went to leave the store, the manager and store detective reprimanded me. The manager said the voucher "clearly stated one use per customer" (it stated in small print which i hadn't read). I said why has the staff helped me, obtaining more vouchers for me to put through the check-out if this was the case. The manager completely ignored my words and re-iterated the point "it clearly states....". The security guy said "we have been watching you, and you have gone to several checkouts, and you haven't paid for your items". I had paid for all my items, and stated this. Security guard said "we've got security cameras all over this store, and we can zoom in on anything". He and the manager completely ignored me, and said i must go to the back with them, and If i didn't go with them, then they'll call the police. So, i was frogmarched by them both to the back office.
Immediately i got there, the manager told the security guy to ring the police. They said I'd have to wait up to an hour, and all my bags would be searched by the police. They diddn't want to hear anything that i had to say, and they diddn't want to look at any of my reciepts or shopping. I am a single parent and needed to go home to my daughter who was home alone, but couldn't. I felt physically sick at the dis-belief of it all. Tesco took my passport number, address and all personal details, and recorded it in their 'theft incident book'.
The police came, and immediately found i was not gulity of any theft. The Police immediatley stated that i "did not look like a shop lifter" and asked if security had asked me what happened or did they check my reciepts or bags, and of course Tesco had not.
I wanted a full refund of my goods at this point, as i certainly would not enjoy the clothing bought under such awful circumstances. Tesco told me i could only recieve refund on one shopping bag, and no other. (which was disgraceful, and i would have thought against my consumer rights to return items for refund).
I was frogmarched by the manager through the store to Custumer Services, to return goods and get a refund. The manager told the customer service staff 'to check all goods; to get back all clubcard points given through purchase; to keep all reciepts of mine for her to check and to get back all vouchers given (the pay £40 in store, and recieve £6.00 back).
So, Tesco kept all, and would not give me my reciepts back (so that i could check full refund back into my bank and have proof of the transactions).
Throughout this nightmare ordeal, not one person of Tesco spoke or listened to me, they simply treated me as a lesser value being. As i waited for the police to arrive, they spoke to each other around me, of their personal life, of recent events, anything, except look at or even acknowledge me! I was treated as a shoplifter and criminal throughout, even after proved clear of any crime by the police. The manager still spoke around and of me to customer service staff, not recognising me as a person of value or of equal rights. All Tesco staff still treated me as a common criminal and demonstrated their belief of this for all to see in store, both before and after police clearence of any wrong-doing! Only when i left the store did the discrimination and horror of it all end. Not once did anyone offer an apology, explanation or empathy of the situation. I remain in their criminal book along with all my personal I.D.
Perhaps worst of all is Tesco did not even consider any liability or wrong-doing on their part, it was as though to them they are completely right, I am scum and I remain scum! Tesco certainly will not learn from any of this 'mistake', as they believe there was no mistake! Hence, they will not learn or train more from this experience, and i fear it will happen again and again to innocent people who. like me, have never had a criminal record or done anything wrong in their life! I WILL NEVER, NEVER SHOP AT TESCO AGAIN AND URGE DECENT PEOPLE TO DO THE SAME. TESCO DO NOT DESERVE DECENT CUSTOM OR MY MY MONEY TO PAY THEIR WAGES WHEN TREATED SO INHUMANLY. If it makes any difference of possible misguided perceptions of my character (as the police stated i did not look like a shoplifter), I work full-time with the NHS, and have always lived day-to-day valuing others whilst abiding by any given law. My eyes are now opened to the easiness of 'becoming a percieved criminal' by the say-so of just a couple 'powerful' individuals whose beliefs and words had the power to withold and prevent me from being a member of society with freewill to come and go as i please.....
A very frightening thought for all law-abiding members of society!
went to tesco today got my daughter,s coat and she seen a t shirt so went and asked if they had got it in this size she said no so i asked if she could phone another tesco for me plz and she said you will have to go custom service so went down to there and all the lady say,s is you will have to ring 0800 number its a anwser phone you will get the number that way i never heard anything like this before asda phone for you so why don,t tesco .
I love tescos! Soooooo much stuff for so little. Good stuff, good service and good range. Shame that there clubcard scheme is only for over 18 unlike other stores who do 16 and over cause i would have a LOAD of clubcard points!
You know, food is subjective. Many people do not understand food, nor do they care. Many will look at the price and price alone. This company sells to those people. The actual quality of their food is poor. I always look at meat when judging the retailer. Is the meat of good quality? Here is a retailer that sells bad quality meat. The taste and texture is inferior to many other stores. But the price sometimes lower. Having just eating some of their 'no added water beef' I am wondering what i have just eaten. It was as wet as you like, no texture like any beef I have ever eaten. Why is it so soaked in liquid? I would rather buy some beef that I recognise and maybe pay a bit more. When you buy these inferior products you are saving a little in terms of cash but at what price to your health? Again, just bought grapes from them. These have to be the lowest quality grapes you can buy. They were cheaper than the normal retailer I use, but the quality is so much less. They will not last two days, they taste cheap and nasty. I used to be a Tesco shopper. I am no longer a customer. They can keep selling this muck to people who do not care, but you know what, I do.
Mel Cannavo found this review useful
Tesco has been historically at the forefront of food retail.
This however has changed in recent years with a decline in customer service and satisfaction.
You will find varying levels of service from store to store, some valuing the customer whilst others continue to concentrate purely on profits and footfall through the door.
Credit due though from what I have been informed, Tesco is on a mission to improve the customer experience across the board. It may be a long work in progress but watch this space.
I live near both a Tesco Metro and Superstore, so never any problems getting what I need!
My only gripe about shopping in person is that if I have only a basket, the staff insist that I use the self-check outs, which I find difficult due to my disabilities and don't like using them.
Home delivery, 2 hour slots and reasonably priced. However, drivers are often up to 20 mins early or 10 mins late.
Good range of products. Overall I would recommend.
Have been using this more and more! Still a bit clunky - programmed by a 5 year old?!!
But hey works much better than a few years ago - at least it doenst crash/hang/mess up every 5 mins! Delivery in one hour slots also is a big improvement.
Last night I watched a Sky+'d "The men know made us fat" and I was shocked at how difficult Tesco were in terms of getting a traffic light system onto UK food (to allow UK customer to make informed choices about what they are buying).
Given the power they have within the industry they ought to be taking a lead and fighting to protect their customers health! It's interesting that the likes of Sainsbury's (who did introduce traffic lights) are now winning back share. Come on Tesco - raise your game!
I received a Tesco flyer inside our local weekly paper which makes me think Tesco has hit an all time low. The flyer was to promote ramadan and the flyer offers Halal killed chicken. Perhaps Tesco should add a note to explain to decent people who actually care about how animals are killed just how these animals die in the most barbaric way in the name of religion, or do Tesco make a better profit this way. I won't be shopping at Tesco now.
Mel Cannavo found this review useful
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