Tesco Direct Reviews

Name: Tesco Direct
Rating: 3.24

3.2 Rating 2,185 Reviews

55 %

of reviewers recommend Tesco Direct

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Metrics

3.2

Based on 2,185 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 63%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	2.5 out of 5
Avg Email Response Time	-1 hours
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

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“Found everything that we required and do not have to queue at checkout”

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Posted 7 years ago

“Ordering, making changes and selecting item was pretty straightforward. My only complaint Is that you have to order and pay for groceries placed separately to buying itms from Tesco direct - does not make sense to me.”

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Posted 7 years ago

“It's not about food or customer service simply parking after 15 minutes I'm still stuck in bursledon car park and the area is getting busier and busier but the car park does not get up dated to everyone DO NOT and I repeat DO NOT shop at weekend it's horrendous to get out”

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Posted 7 years ago

“Dealt with an issue I had”

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Posted 7 years ago

“The product is good”

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Posted 7 years ago

“The pink panther biscuits really need to be looked at they are either very hard or even worse they have a really bad taste to them now asda have a better taste to theirs.”

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Posted 7 years ago

“Staff were friendly but Tiverton shop car park was full due to shoppers leaving there car and shopping in town”

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Posted 7 years ago

“order was smooth and easy to get info”

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Posted 7 years ago

“I do not appreciate being lied to by one of your till operators. This was yesterday9/10/2017 at your Sale store when I was told by a very patronising till worker that I could no longer purchase a 5p bag as the government had stopped the purchase of these.This I now know to be untrue. How can customers be confident in stores when the staff blatantly lie to them?”

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Posted 7 years ago

“was provided wrong information about delivery and turned out our area was in the "red zone" and not applicable for delivery but we had to call them up to find this out.”

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Posted 7 years ago

“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???”

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Posted 7 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.”

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Posted 7 years ago

“Tesco express forest road e.17 shop assistant Mary she is funny,efficient,helpful and a credit to the shop & Tescos”

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Posted 7 years ago

“So many to choice”

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Posted 7 years ago

“-nice service -sale -reduced prices -self-service -they accept coupons -free fruit for children -free newspapers -cheapest price in the city -Large selection of products -carpark -polish food”

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Posted 7 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

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Posted 7 years ago

“Good food”

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Posted 7 years ago

“Good range of products and quick delivery”

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Posted 7 years ago

“The online price offered was highly competitive and the order was handled very efficiently. Click and collect was free of charges.”

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Posted 7 years ago

“They've got everything I need for a decent price”

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Posted 7 years ago

Tesco Direct is rated 3.2 based on 2,185 reviews