Tesco Direct Reviews

Name: Tesco Direct
Rating: 3.24

3.2 Rating 2,200 Reviews

55 %

of reviewers recommend Tesco Direct

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Metrics

3.2

Based on 2,200 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 64%
Accurate And Undamaged Orders	Greater than 85%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	2.5 out of 5
Returns & Refunds
Refunds Process	Difficult

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Tesco Direct 3 star review on 16th April 2025

Clifford

Tesco Direct 1 star review on 11th February 2025

Saba Akhtar

Tesco Direct 1 star review on 2nd May 2024

Arica Shaw

Tesco Direct 1 star review on 26th April 2024

Zulakha Mughal

Tesco Direct 1 star review on 20th December 2022

Ady

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered DIY Item, could have ordered on Amazon with next day delivery. However, thought I'd order Tesco Direct (as local thought this would be better if there was a problem). The only problem was "that I ordered with Tesco Direct". Ordered Friday - thought it was quite slow service, for a Tues collect. Went to collect - not there - told come back after 2pm, will get a text but no text. Weds am - nothing, rang up, wasted 20 mins only to be told - yes, seems a long time but wait for text around 2pm!! After 5pm finally got the text - at rush hour! No thanks. So now will be Weds to collect. Why take so long when Amazon can deliver next day???”

Helpful Report

Posted 8 years ago

“This is a message aimed at anyone considering what online supermarket to use. Timeline of events of our recent experience with Tesco Online: 1. Move into new house with girlfriend. 2. Realise there is no big supermarket nearby so decide to go with Tesco (first mistake) for a big one-off ‘set up’ shop – herbs, spices, tinned goods, kitchen utensils, etc. Based on reviews rather than any sort of incentives (of which there are none at the time of writing for new customers). 3. Spend over 2 hours on the clunky and cumbersome website adding things to the basket. Total comes to nearly £300 because we were enticed into a couple of good wine offers and we figured we’d stock up on heavy stuff. We definitely don’t want to have to go through the online journey again (it saves your last order so it’s much quicker to select the same goods again). Order it for 4-5pm Sunday evening. 4. By 5pm Sunday evening, it still hasn’t come so we ring customer services to ask what’s happened. Turns out the order was cancelled but a) they don’t know why and b) unbelievably we weren’t informed, even though the store would have known first thing in the morning. It’s now too late to re-order it or even go out and buy dinner as everywhere is closed, so pretty frustrated and left high and dry. The next time we are both in (I work out of town in the week) is the next weekend so we can’t just re-order it for the next day. We are also hesitant to re-order without knowing what exactly went wrong. Customer services says ring back tomorrow after they have spoken to the store in question. 5. Customer services also say it’s probably to do with the bank blocking my card due to the address change (would a criminal really order 2 of everything…?) which gets me worried that I won’t be able to travel to work the next morning as I use contactless. Make another call that evening to my bank who insist that nothing’s wrong and they can see that Tesco tried to request the payment which didn’t go through at their end so suggests it’s the Tesco system that has the problem. Disclaimer – not sure if banks can be open when it comes to fraud prevention processes, so hard to know for sure why the payment was blocked. 6. Rang customer services Monday evening. On hold to annoying music for 10 minutes. Spend 5 minutes explaining the situation again. No progress. They again suggest it’s my bank’s fault. They say they’ll speak to the store and claim the relevant manager’s been away. Says they’ll find out what happened and then I should call back as they’re obviously in the wrong and I’d be due some sort of gesture. 7. Rang customer services Wednesday evening. On hold again. Had to explain it all again. No progress. They offer to contact store directly. I’m put on hold 3 times as they have 3 numbers to try. The third one works and I’m put through to speak to a woman with a poor grasp of English who sort of apologises, says the warehouse got told not to load it up, admits fault for not contacting me, and says she’ll leave a note to make sure they definitely load the order next time. Transfers me back to customer services. 8. Given a) the amount of hassle caused, b) the fact that it was definitely mostly their fault (and possibly 100%) which the manager has just admitted, c) the size of the order, and d) the fact we’re genuinely looking for an online supermarket to use regularly, I was expecting a decent amount of compensation to be offered now that we’d got to the bottom of it. Nope. They offered me a tenner. I asked to speak to the customer services manager (again put on hold, again had to explain it all) and he didn’t budge either. So, I held my head up high and proud and said no… sadly that’s a lie. I took their pitiful offer but let me be crystal clear that the manual effort of creating that order again was a major factor and if it wasn’t for that then I would have just walked away and not given Tesco my money. 9. Noticed the next day that the price had gone up by about £20 as some of the offers had expired. Sigh. Back on hold. Customer services incredibly don’t have the ability to view the previous order to compare and reinstate the original offers (I work in tech and this would not be difficult) so she asked me to read through both orders and call back / send an email once I’d worked out the differences for each affected item. Comparing 2 lists of 200 items side by side and then doing the maths... I didn’t bother. 10. The order was probably 90% right. 11. I’m now sharing this story knowing that I’ll never use them again. I feel like talking about it is the big first step to getting over the trauma. It’s certainly been cathartic.”

Helpful Report

Posted 8 years ago

“"Delivered" order has not ever been dispatched Placed an order in the morning, received an email confirmation, calmly expected for the delivery that was late, sitting there and looking at order status saying 'Delivered' in my account section, just to find out after calling to the call centre that payment did not get trough long time ago (another question why - will not be surprised that because of some bug in Tesco software) and NOONE actually was going to DELIVER me ANYTHING. IS THAT A JOKE? ain't they supposed to notify me via email or text that something went wrong? aint they supposed to cancel the order so that i can see the status in the order list? But what the order status on my page is saying? Delivered! I did miss one call from private number that day and they claim it was their employee trying to reach out to me - but a single call, from a number that cannot be called back, and no further effort - it's nonsense. THAT IS TRULY WORST CUSTOMER SERVICE I EVER, EVER EXPERIENCED. Thanks for my dinner Tesco, thanks for a lovely evening. TOTALLY UNACCEPTABLE. People should not buy anything from you if you have that miserable systems and processes.... From previous experiences with them - drivers are late half of the time, you cannot plan to cook the dinner straight away with ingredients that you ordered because often ordered items are not available and are not replaced and you need to go to the groceries anyways, had to throw away fish and meat opened before expiration date several times because it was already spoiled - disappointment from any angle”

Tesco Direct 1 star review on 7th November 2017

Helpful Report

Posted 8 years ago

“Tesco staff..go into any Tesco store..see staff then you will know why you the customer is treated like s...”

Helpful Report

Posted 8 years ago

“I am in process of changing my pet insurance..narrowed it down to Legal and general or tesco.......Legal and General closed on a Sunday so I thought ok Tesco have it...2 hours later STILL NO CALL BACK”

Helpful Report

Posted 8 years ago

“I tried ordering a chest freezer online , unfortunately could not get past the login page , i then rang the helpline only to be told to visit one of its stores , what is the point of having an online shopping website, if you tell potential customers to visit one of its stores , have not had this problem when shopping on other sites and certainly never had such a negative conversation on a helpline, that is the point of a helpline, to help , a very poor experience unfortunately, if someone would like to contact me about this please do as your product and pricing was spot on , many thanks Steve”

Helpful Report

Posted 8 years ago

“Shockingly bad delivery experience. Bought a shed. Picked and paid for delivery. First date came and went. No contact. Told by Tesco helpline that courier advised that it was too late to put it on the vehicle. Picked a second date. This time told that in fact the shed was broken and couldn't be delivered. Simply lies. No third date accepted - order cancelled. Tesco Direct let down badly as are customers by dreadfully bad courier company.”

Helpful Report

Posted 8 years ago

“Staff bordering on belligerence. Waited until I had left checkout queue to join self service THEN tell me it is card only! Then became aggressive when I had the audacity to voice my disquiet. Unprofessional, rude, poorly trained & not managed well. Will never shop at Tesco again.”

Helpful Report

Posted 8 years ago

“Young woman on the self service checkouts at night has a really bad attitude, and was overall very rude; demanding to see a receipt from me before she took a tag off for an item which she'd just seen me pay for, also made me feel very embarrassed by standing there watching me put my items through which she did not do with anyone else, there seemed to be a genuine dislike for some reason on her behalf and it's not the first time I've had to be served by her either, I felt incredibly angry when I left the store and probably won't be revisiting for a long time.”

Helpful Report

Posted 8 years ago

“I bought two oriental kitchen curries, on a tight budget. Trying to get the most bang for my buck. Turns out I got robbed. They appeared to be quite substantial sized tubs, wasn't until I got the bad boys home to discover that once I pealed the label off for the instructions there was a massive gap in both the middle dividing the rice and sauce measuring a good inch and a half (too f.....g big) that space could of filled my child's belly. I know they were cheep, but I was hoping they would taste slightly like what it said on the packet. I had a chicken and cashew with egg fried rice meal. False advertising or what!? I had one nut.... one f.....g nut! About three pieces of chicken. In yellow bean sauce? More like yellow sugar water. The egg fried rice that had never seen a egg in its whole deceptively packaged life with a pea garnish.”

Helpful Report

Posted 8 years ago

“I got hit by a Tesco van this morning and I am still waiting for someone to contact me By the way I was walking on the pavement and he was not watching where he was going I phoned the shop and was told they would get back to me that was almost 5 hrs ago great bit of customer service”

Helpful Report

Posted 8 years ago

“Placed order with the company, was supposed to be ready for collection the following day after 3.00pm, every time I went to check my order it was still being processed. I telephone the company to find out what was happening unfortunately, I wasn't given a answer & the person said, they would call me bk by appox 7.1pm I called again, and spoke to a young lady who has tried to do her best to sort my order out. My order is still showing, order in processed! !!! I am very annoyed at the of lack of communication. Between Tesco direct & the customer. I never used Tesco direct before and will never use them again . I still don't know wen or if I will be able to collect my TV”

Helpful Report

Posted 8 years ago

“Their ridiculous prices is what went wrong. Haven't been there for a long time but nothing has changed at all, apart from masses of self service checkouts. Why do they do that for goodness sake. Are self service items cheaper? They should be because the cost of paying checkout staff is factored into the price of every single item. Come on people, don't let them get away with it. Do not use them, and see how quickly they stop.”

Helpful Report

Posted 8 years ago

“Ordered a chest of drawers on 22nd Sept for next day express delivery. Two weeks later to date 5.10.17 it still has not arrived. They tried to deliver it 2 days later but didn't inform me so I was out, so delivered it to the post office. I had to collect it but one half was missing.!When I opened the package 2 of 2 part of this chest there were scratches. I was advised to discard of this part and they will put a new order through on the following Sat which I should get on the Monday. Of course it didn't arrive and still hadn't two weeks later. I call every day and although the staff seem helpful they can never resolve and get the chest delivered. I was informed the chest that was re ordered the information wasn't received at the wearhouse so wasn't picked and so far I have no other information. This is appalling service and for such a big company am suprised that this is how customers are treated. Any advice on what to do next would be helpful. Don't think my item will ever arrive even though Tesco have my money. Desperate”

Helpful Report

Posted 8 years ago

“My online delivery did not arrive. Had a missed call from a number that did not leave a message, called it back twice, no answer. Tesco advised they could not find my address although they had delivered to me previously. Won't be using them again.”

Helpful Report

Posted 8 years ago

“Ordered ONE item a week ago and has still not arrived. Shocking service! Called to chases them up but was left waiting to revive a call about my order, but surprise surprise no return call to give me a update on my ONE ITEM. Wouldn't suggest anyone to order off these amateurs”

Helpful Report

Posted 8 years ago

“We purchased an outdoor table and chairs in the autumn and stored it safely inside a shed over the winter and upon getting it out the following spring the furniture had developed holes in the rattan which were unsightly and unexplained. I sent them photographic evidence which proved that it was a faulty material and many emails but to no avail. Nobody wanted to help it was suggested it might be poor storage over the winter or caused by vermin but these were excuses as it was evident it was definitely a manufacturing fault plus I knew it was not what they suggested and I reiterated this. They collected the set to get it checked by the manufacturers and guess what, they said it wasn't their fault. I was left without the furniture as I didn't want it returned ( they said I would have to pay to get it sent back) it was unsightly so I got another similar set from greenfingers whose customer service is excellent and could teach tesco directs customer service dept a thing or two. So I was left without the furniture and £240.00 light. I received zero support from tesco direct and the same treatment from clever boxes ( the company I actually got it from but via tesco direct website). So I will never buy from these companies ever again. So beware if u have to contact them for any issues after purchase.”

Helpful Report

Posted 8 years ago

“Delivery promised on 4 occasions and after 4 wasted day's still no delivery.never will I ever order anything from them again.”

Helpful Report

Posted 8 years ago

“I dread going there just charged me again for items not purchased. Always a bad experience”

Helpful Report

Posted 8 years ago

“I recommended Tesco delivery to my disabled farther.when shopping arrived the driver refused to ware shoe protectors as was raining and wet out side and my farther not long moved into his adapted bungalow and had all new flooring laid. The driver said it was like working in a hospital and said they wouldn't fit. He left my farther shopping at the front door. My farther has had several strokes and has difficulty even walking with his walking aids as also has limited use of his right arm and hand. He has carers in three times a day to help with his day to day choirs and carnt be guaranteed to be there when the shopping arrives. I'm so disgusted and upset as Monday is the one day I get off work myself and I have two children so was trying to free a little time for me. I have my shopping delivered weekly from Tesco and have never had any mager issues with there service. It is disgusting how my vulnerable disabled farther has been treated and I'm not happy.”

Helpful Report

Posted 8 years ago

Tesco Direct is rated 3.2 based on 2,200 reviews