Tesco Direct Reviews

Name: Tesco Direct
Rating: 3.24

3.2 Rating 2,194 Reviews

55 %

of reviewers recommend Tesco Direct

Company Reviews

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Metrics

3.2

Based on 2,194 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

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

““Every little helps”…remove the E at the start and S at the end and you have… “very little help” which is what we got from Tesco last week! Although our holiday in the Lake District was fabulous and we had an amazing week, it didn’t get off to the best start due to being let down by Tesco. We had booked a delivery for between 5pm and 6pm the evening we arrived. We arrived at the house we were staying in at approx. 4:30pm and the updates on the app were saying the delivery was expected on time. Shortly after 5pm there was an update to say the driver was running slightly late, this was fine with us at this point. This was then updated further to say the driver would be about half an hour later than expected… this wasn’t too bad as we understood the area is a little difficult to get to. A little later, the app updated again to say the driver was running late but updates are currently unavailable. We thought this seemed a bit strange and it started to get later and later and there was still no further updates. I then contacted customer service and spoke to a man named Danny and I have to admit, it left me questioning whether he is suited to a customer service role. I explained what had happened and he said he would look into what was going on and see if I can find out where the driver is. After placing me on hold for a few moments he said our order had failed to be delivered. I explained we were in a holiday home and had just arrived so we were waiting on the shopping this evening for dinner that evening and the majority of what we would be needing for the week. He then said he would find out why the delivery was unsuccessful and put me on hold again. After a few minutes, he informed me the driver had run out of legal drive time. This seemed a bit ridiculous to me especially seeing as I had not been contacted at all and the only info I had was the updates within the app which as explained above, stopped once it got to a certain point. I was quite frustrated and explained that with respect this was not my problem and I needed something to be done to resolve this. He then placed me on hold again to see what could be done. After another few minutes he came back to say the delivery wouldn’t be able to go out again until tomorrow. I then explained again that we were waiting on stuff that was needed for that evening and asked them if they could send someone out with it this evening or even put it in a taxi to bring it to us. He simply said they don’t do that and there is nothing else he can do. I then complained that this is not the service I expect and on an almost £300 order, I definitely do not expect these sort of problems. I asked why I was not contacted sooner and all he said was that my phone number was not provided (I had already checked the order info and knew it was and it is also all over my Tesco account info). He said he could offer a £20 gesture of good will voucher and get it re delivered. I was not happy with this as we still needed a lot of the shopping that evening. I explained this and the attitude I got was of someone who didn’t really care and as if I was in the wrong for getting frustrated about it. I asked if we could go and collect it from wherever it was and after placing me on hold again he confirmed this was possible. I requested a discount on the order for the inconvenience as well as the fuel we used to make a 90 minute round trip to collect. All he could say was no he will not be able to do that. For someone who is supposed to be there to help, he gave one of the worst impressions I have ever had from a leading supermarket brand! In the end we proceeded to drive 90 minutes in total to collect our shopping and the nice man who met us at the collection point, was the only thing that slight redeemed Tesco, he told us that we should not have had to drive all that way when it was the complete fault of the driver who had failed to deliver. He also apologised profusely for the service I received from Danny and was shocked himself that no refund/compensation was offered aside from a £20 voucher and helped us load our shopping into the car. I never usually have a problem with Tesco but I was disgusted at the service I was given by their “customer service” team, especially regarding such a large value order and the state of the cost of living currently!”

Helpful Report

Posted 3 years ago

“Update on Tesco fraud. I have now taken legal advise. Results I was told I cannot take Tesco to the small claims court as on each overcharge they refunded the overcharge and I am not out of pocket. I was also told that it is a waste of time talking to my MP as they have no power over trading standards. I was also told, that what I told him, athat this is a serious fraud and the only way forward is to take action against there CEO Ken Murphy in legal proceedings. He told me this will cost thousands of pound and take many months to come to a resolution. Finally he advised me ways of getting funding to take this action. Will update as soon as this is resolved”

Helpful Report

Posted 3 years ago

“Update on Tesco fraud. After months waiting for trading standards to take action I have been told that they will not tell me what action they will be taking if any. It is pointless reporting to trading standards as you will never be informed of any progress. So now I will have to get my member of parliament involved to get things changed. If no action was taken then Tesco can get away with what I believe to be fraud. Update when I get some information”

Helpful Report

Posted 3 years ago

“TESCO advertise the Parent & Student Top Up card service, so I bought one sounds simple enough I have a card which I top up credit, my son has a card & uses it to purchase groceries while at Uni, the only problem being that absolutely no-one at any Tesco store has ever heard of this product they promote- let alone the ability to put credit/ money top up on it :( Don't bother with the hassle complete waste of time I tried x5 stores not one person had a feckin clue what I was talking about :(”

Helpful Report

Posted 3 years ago

“Tesco absolutely a disgrace charging for a bag to put a couple of jacket potatoes in so they’re kept clean and protected from other stuff ie bleach washing chemicals etc my dog food chews come in a nice thick plastic bag obviously i am not important I’m only a customer as your staff say company policy not good enough Tesco vote with my feet is a catchy slogan thought this was a trust pilot site oops were is it 68 years old spoken to like I was a c nt by staff twice ggggrrrr”

Helpful Report

Posted 3 years ago

“Trading standards are dragging there feet knowing the whole country is being deliberately overcharged. Update as I hear from them”

Helpful Report

Posted 3 years ago

“Cancelled my home delivery on the day it was due for no reason at all. Will not use this service or Tesco again, totally unreliable.”

Helpful Report

Posted 3 years ago

“Overcharged 5.00 again yesterday.”

Helpful Report

Posted 3 years ago

“I was in Tesco in Brent park and you have quality streets and celebrations on special. There was someone filling there trolley with them who probably has a shop to sell them ok on I think that should not be allowed but not one member of staff was stopping him. Outrageous”

Helpful Report

Posted 3 years ago

“Tesco's prices is always going up either daily or weekly time to move on to a different store”

Helpful Report

Posted 3 years ago

“Follow up. The last five deliveries I have had I have been overcharged five pounds each time. Reported to trading standards. They know about it but carried on overcharging. Again is this fraud.”

Helpful Report

Posted 3 years ago

“Over the last four months I had food deliveries from Tesco.over three weeks I ordered the same item a total of five times to be overcharged on delivery by over a pound. I notified them six and they said they would change it on there system. They never changed this so I spoke with customer services and they told me they will change this but it takes time and they can carry on overcharging till this is done. Over the last two weeks I have had three shops and been overcharged by 4-5 pounds on each delivery. They have refunded the overcharge but they only refund when customers check there invoices. I believe this to be fraud and I have notified trading standards. If trading standards do not take action I will be using Facebook. Next door. YouTube. and other apps. To let the country know what they are doing. I will update as soon as I get a reply from trading standards although I have been told it can take up to three months. So over the next three months I advise you all to check your invoices.”

Helpful Report

Posted 3 years ago

“ZERO STARS! Each time I have made a food order from the store of Borehamwood I've had issues with the deliveries, this has been ongoing for the past year. Each time I have asked the customer service team to ask the store manager to contact me this has not happened and time and time again the same issues arise. The most recent issue occurred on 26/08/2022. I had been home all evening awaiting a delivery to arrive between 9pm-10pm. 10:10pm had come and I had called to be provided with an update as to my order. I was directed to a very unhelpful Andy whom addressed himself as "customer service manager". His response to each query was "I can't help you what that" "I can't do that" this was his explanation for everything. I was told that the delivery driver had knocked on the door which is not true, I was then told she made attempt to call me again this is not the case as I received no calls, no evidence of phone calls was ever shown to me. I then called once again and was directed to Toba who informed me that he was unable to contact the store manager as well the delivery driver. I was told having my items resent would mean an additional payment taken out and refunding the order will take 5 working days. I then decided to make contact with the CEO of Tescos Ken and had Vicky make contact with me, all that was provided was an apology which is pathetic! I will not be returning to any Tescos moving forward and suggest others do the same, seeing as they couldn’t care less about customers.”

Tesco Direct 1 star review on 30th August 2022

Helpful Report

Posted 3 years ago

“Tried a woosh delivery 3 times now today like last Saturday spent all day trying to get a slot without luck but coop had slots every time not worth bothering again will go straight to coop instead even though Tesco was our preferred shop. Would of given no star.”

Helpful Report

Posted 3 years ago

“Tesco in amesbury needs to check the dates on things poor dates short dates I will not use Tesco as dates to close to sell by get to grips Tesco ASDA blows you out of the water and tell your staff not to be rude Tesco’s I a joke”

Helpful Report

Posted 3 years ago

“Over 40 years loyalty to Tesco but now find out it's not reciprocated. A TV lasting only just 18 months old has gone faulty and no replacement, no repair no full refund just partial and certainly not enough to buy another similar TV. Does Tesco care? Absolutely not. Couldn't care less. No customer loyalty whatsoever.”

Helpful Report

Posted 3 years ago

“Sadly customer service virtually non existent now. When finally got to speak to a human at head office to make a complaint, phone was put down on me. Returned faulty goods to store, told someone would ring from head office, no contact from anyone. Very disappointed always used to rate Tesco highly.”

Helpful Report

Posted 3 years ago

“Tesco gift wrapping paper "Roll Wrap" is horrible as a slight touch of it the under white colour shows up on the blue upper colour. It made the gift wrap looks ugly, tired, tarnished and trashy. It is horrible. Would quality control check this out and stop selling it. It os so sad to give anyone a present wrap in this paper. I cannot attach two photos as they re in PDF format which is not supported by this review system. The present looks horribly cheap and nasty. I would be better off not wrapping it.”

Helpful Report

Posted 3 years ago

“Had a meal today at dumfries store was awful macaroni was tastless and very little of it and chips were dry hard garlic bread uncooked for the price of £10 such waste of money won't go bk”

Helpful Report

Posted 3 years ago

“only 2 out of 8 self service checkouts accept cash causing very long delays. tesco bathgate”

Helpful Report

Posted 3 years ago

Tesco Direct is rated 3.2 based on 2,194 reviews