Tesco Direct Reviews

Name: Tesco Direct
Rating: 3.24

3.2 Rating 2,195 Reviews

54 %

of reviewers recommend Tesco Direct

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Metrics

3.2

Based on 2,195 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 64%
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
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

Sort by: Most Recent Most Recent Highest Rated Filter: None 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???”

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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.”

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Posted 8 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 8 years ago

“So many to choice”

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Posted 8 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”

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

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Posted 8 years ago

“Good food”

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Posted 8 years ago

“Good range of products and quick delivery”

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Posted 8 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 8 years ago

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

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Posted 8 years ago

“They staff are there when required and helpful with every aspect of your shop. However the employees service can slack sometimes at self service due to staff talking among themselves and almost forgetting they’re managing self service.”

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Posted 8 years ago

“Fast delivery, reasonable price, great face to face service.”

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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...”

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Posted 8 years ago

“Good deals on my last order,accuracy and delivery speed. Easy to talk to an advisor. No problems. Which gives complete confidence in ordering.”

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Posted 8 years ago

“from seeing the product online to arriving at my door. absolutely no problems was advised by txt every step of the way!!”

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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”

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Posted 8 years ago

“Ordered online and got a great bargain on lego ready for Christmas. Emails to update when it arrived and the staff member in branch was extremely helpful got rid of the box for me and gave me something to carry it home in.”

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Posted 8 years ago

“Brought a red microwave oven love it looks very smart it works fine”

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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

Tesco Direct is rated 3.2 based on 2,195 reviews