I placed an order for two different items on 7/9/13. One was delivered with no problems. As the second item had not arrived, I checked my account with them. This showed that the item was backordered (i.e. not in stock) but no one had bothered to tell me this. A few weeks later I checked my account again to see that it showed that the second item had been delivered! I spoke to a very nice lady at Wayfair who said there had obviously been a mistake. She told me that the item was still backordered but that it would be delivered around 22/10/13 (confirmed by subsequent e-mail). When it was not, I rang again. Another very nice lady explained that there had been a further delay and that delivery would take place around 18/11/13. On 18/11/13, I received an e-mail to say that the item had been processed for delivery on 19/11/13. Hooray! But then on 19/11/13, I received another e-mail to say that, as the item was out of stock, they wouldn't be able to deliver until 5/12/13. When I rang this time, yet another nice lady took my order cancellation. Will they process my refund promptly? The jury is out!
So, in summary, if you've got something you're in no hurry to receive and you're happy to spend plenty of time talking to nice Irish ladies, this is the company for you! On the other hand, if you want to deal with a company that's effective at delivering your order, this is probably one to avoid.
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.
If I had to find one criticism, it was that their UK suppliers didn't have enough stock (16 rolls) when I placed my order. On the other hand, the wallpaper was a bit unusual (it wasn't even on their website), they beat their revised estimate of when the wallpaper would be delivered and they use DPD (the best delivery company in my experience) for deliveries.
I was replacing a bathroom in my holiday house and decided to use Trading Depot in part because of their good Trustpilot ratings. I spoke to their customer service people who were really helpful and suggested that I split my requirement into two orders so that the two items that were out of stock were in one order and everything else was in the second order. The latter order worked like clockwork and I'd give 5 stars for it. I was told that the two "out of stock" items would be available in less than three weeks which was well in advance of when the work was to start.
As I hadn't heard anything after 3 weeks I chased the order to be told that Trading Depot had received one item but the other item would not be with them for another 7 working days (still in advance of my deadline). However, I then got another e-mail 4 days later to say that the delivery date for the missing item had been pushed back by a further 2 weeks (now past my deadline). I've now cancelled the order and rate my experience of that order no better than 2 stars. So, my composite rating of the two orders combined is 3 stars.
I've now done some more digging and find that the delivery problems were down to Ideal Standard who, in their wisdom, had decided to change the item design but the company responsible for producing the new design then had production problems leading to delays in delivery. So, Trading Depot were a victim of Ideal Standard's failures as was I. The change in design also meant that the new item would not match an item I'd already had delivered by Trading Depot. Other companies would probably have told me that was my problem but Trading Depot agreed to give me a refund for the item already delivered even though it was past the usual "return by" date. So, my revised view on this order is that Trading Depot did all that they reasonably could do given the problems caused by Ideal Standard. Given that, I've raised my composite rating to 4 stars and I'd have no hesitation using Trading Depot again (although I'd steer clear of Ideal Standard!).
I've hired from Europcar in Europe and never had a problem. My rental in Australia seemed fine until I got home and discovered they'd charged my credit card twice leaving me out of pocket by £750. I've enlisted support from Europcar UK to try to get the money back but they tell me that Australia simply won't respond to their requests for information. I see that I'm not the first person to suffer double debiting by Europcar Australia. Accordingly, I will be asking my credit card provider to file a Notification of Customer Complaint against them. I suggest everyone else with the same problem does the same thing.
Over the years, I've ordered wetsuits over the internet many times and this is the best service I've come across.
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