Tesco Direct Reviews

Name: Tesco Direct
Rating: 3.24

3.2 Rating 2,186 Reviews

55 %

of reviewers recommend Tesco Direct

Company Reviews

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Metrics

3.2

Based on 2,186 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Amazing customer received service from Chris regarding a delivery problem I was faced with - he pulled out all the stops to help, with enthusiasm and commitment. He had to try several routes before he found the right solution but did not give up. This kind of service is all too rare these days so thanks Chris, I really appreciated your help - Merry Christmas! ????”

Helpful Report

Posted 9 years ago

“Ordered a PC on Sunday 13th December,informed to collect on the 14th Arrived at store,no pc,informed it had been delivered to a store 50 miles away. Again informed that the package would now not be available this side of Christmas and the item was now out of stock. Very disappointing,no apology just a refund given for which I now have to wait 5 days. Appaling customer services. Another reason to add to why I no longer shop at Tesco.”

Helpful Report

Posted 9 years ago

“I chose to order a computer monitor through Tesco direct and paid more than I could get it elsewhere. I wanted to use a reputable on-line company to give me assurance that I was dealing with a reliable, legitimate company. The money quickly went from my account. Over a week later (10 days and counting) I am still waiting for delivery and have had no update emails what so ever. Tesco told me to ring the supplier, they didn't open over the weekend, nor did they open until 10am weekdays. I have little by way of reassurance that this matter is being dealt with seriously. Once it is resolved, I will NEVER use Tesco direct again.”

Helpful Report

Posted 9 years ago

“Ordered a dell inspiron 14" laptop online. It was faulty -the wifi did not work. Re-ordered it and went to collect it, I was told that it had been wrongly delivered to the Falkirk Redding store (instead of Retail Park, Falkirk). I asked to see the manager. I had to wait 20 minutes before she appeared. She said that it was the driver's fault - this had happened before she added- and it had been re-ordered. I told her that it was a management problem and that she had ruined my daughter;s birthday. No response or apology. What a store!”

Helpful Report

Posted 9 years ago

“I was asked for my feedback on a product I had purchased from Tesco Direct. This I duly did, assuming - incorrectly as it transpired- that they wanted an honest opinion! Because I had put in a negative point and despite the fact that I gave the item 4 stars, they told me my review broke their rules and would not be published! A waste of my time and I shall not be leaving any future reviews. Also, I would not trust product reviews if negative comments are unacceptable.”

Helpful Report

Posted 9 years ago

“Ordered a Fitbit surge from collection at Leatherhead store on the 20th November. Informed that due to the high demand that it would take 5 - 7 days to arrive. Later received an email saying that it would be ready for collection from store on the Friday 27th November. As i was away the earliest that I could collect it was Tuesday December 1st. Went to the collection point at the store to be informed that the item had not arrived. At this point i was asked whether I had received a text message to say it had arrived. This I had not. Promised that I would be contacted to say where it was. No reply. Again telephoned Tesco direct on Thursday 3rd December to find out what was happening. Informed that the item had not been located and that due to he high value £157.00 it would need to be referred to senior management for investigation and that someone would contact me within 72 - hours. Monday aarives and no call so contacted Tesco again. The telephone handler spoke to the store manager to once again be informed that the item had not arrived and that it needed to be passed to senior management for investigation. Again was promised that someone John RD 55) would call me back. This has not been done so again phoned Tesco direct. Only result was to be given the number of Head Office to complaiin to. Thelephoned and no reply. Crap customer service. Tesco you should be ashamed.”

Helpful Report

Posted 9 years ago

“Ordered tv & wall bracket waited for over 12 days customer service is awful..no use at all...really rubbish service do not use”

Helpful Report

Posted 9 years ago

“I'd like to write a review about a member of staff named Kay In the Newmarket shop There is a new section offering fitness supplements which I'm interested in but was unsure which would benifit me. Kay was very helpful and easy to discuss this with , I'm so far very happy with my purchase Thankyou”

Helpful Report

Posted 9 years ago

“Ordered a washing machine in store from Tesco direct, told I would receive a call advising of delivery time and date. Arrived within the time slot but when unpacked it was damaged, after. Calling the delivery company was told Tesco are only our agents we will send a replacement out on Tuesday, nothing arrived, more calls to be told it would now be Thursday, again nothing arrived, after more call we decided to cancel and request a refund. Only to be golf that they would collect the damaged one and deliver another replacement on Monday but they would phone a advise a pick up time. No phone call the van just arrived they did collect the damaged washer but we refused to accept the replacement. Once they have your money the customer care and service no longer exists.”

Helpful Report

Posted 9 years ago

“I would like to mention three girls at The Bridges Sunderland, Naomi who was extremely helpful with a problem in finding an item for me. Ros on the kiosk and Georgia on the self service tills who always are so friendly and welcoming they feel like friends and always take time to ask how you are with a ready smile and nothing is too much trouble, you know if you need any help they are really keen to give a helping hand. All the staff are nice but felt these three really deserved a mention.”

Helpful Report

Posted 9 years ago

“I odered a washing machine from Tesco direct, after three weeks of no communication I called to see where th order was as it was then passed the delievery date. When I called the customer service advice had told me that the machine was no longer in stock and that they would not be getting it back in stock. Knowing this information Tesco held my money for three weeks without any communication and if I had phoned them who knows when I would have been told. I have since been told three different days that yhe money would be returned to my account from three different customer service agents, yet I am still waiting on this being returned. Has to be the worst customer service I have ever recieved and how they can justify taking money out of someones bank account without having a garuntee the product is in stoke is beyond incompetent”

Helpful Report

Posted 9 years ago

“I purchased an Indesit washing machine from Tesco Direct and they recycled my old LG machine. However the first time the new one was run there was a loud knocking from the drum area followed later by a hot burning smell. I contacted Tesco the same day asking for a replacement or refund but they insisted the machine be repaired. Indesit sent an engineer who ran the machine for about ten minuets and said all was o.k. I refused to accept this but they refuse to refund my money and take the wretched machine away. I have made numerous calls to them and written to the CEO but still they continue to bully us into dealing with Indesit , I have no contract with Indesit only with Tesco. They are a dreadful company I will never use them again.”

Helpful Report

Posted 9 years ago

“Good products at reasonable prices.”

Helpful Report

Posted 9 years ago

“New store in paddock st just opened, watched the manager being very rude to other staff members. Her attitude is shocking. Seems either its her way or high way. No need for this. Her time will come”

Helpful Report

Posted 9 years ago

“Absolutely useless. Ordered a fridge with free delivery and recycling, was supposed to come on the monday and received a text about this. Heard nothing, then tuesday they said they would deliver it on wednesday while i was at work, tried to get them to change delivery but they said this would incur a fee and that i should talk to the couriers. Courier phoned up on wednesday, arranged to redeliver on saturday. They finally arrived after almost 3 weeks of waiting and refused to recycle the old fridge despite my product clearly saying free recycling of old fridges. Of course, i couldn't phone them up as they only have a weekday phoneline. Will never use again, totally disorganised...”

Helpful Report

Posted 9 years ago

“Dreadful! I ordered a PS4 console + "free games" for £289 using their "Click and Collect" feature. Initially everything was fine, I got a confirmation email and then a dispatch email advising me I could collect at 3pm the next day. At 3pm the next day I received a text telling me the order was delayed a day - a bit annoying but not a huge deal. The day after I didn't hear anything from Tesco so checked the online tracking which said it was still with their courier who hadn't done anything with it in days. Tesco Directs online contact form doesn't work: https://www.tescohelp.com/tesco/forms/direct_form.html It's using some old SSL stuff with severe security vulnerabilities. Any modern browser will block it and not let you access the site. I advised Tesco Direct of this on Facebook (i'm not calling them and sitting on hold for an hour) and they just sent me the same link back "does this one work"? No it's the same link. Anyway their team on Facebook were quite helpful at first and offered me a £15 "goodwill gesture" and then later on sent me a message saying they'd contacted the courier and the PS4 would absolutely guaranteed to be in store, ready to pick up by 3pm the next day (Saturday). The weekend came and went, their tracking still hadn't changed and my local store hadn't received it. I sent another message, received an apology and advised that they'd contact the courier and get back to me.. Now.. Customer service didn't get back to me however I did get an email from Tesco Direct advising me that my return and refund had been processed "as requested". Well I hadn't requested to return anything - I'd never received anything - I'd requested that I get what I'd pay for. To make things worse they hadn't even refunded what I paid, out of £289 they refunded just £171. First they'd deducted the £15 so-called "goodwill gesture", then they deducted a further £103 for "promotional discounts". Great promotion there Tesco! Thanks for that! A few of us had clubbed together to get this for my bros birthday - which has been and gone now and we can't really afford to go buy another one. No birthday present, I'm out £100 and Tesco don't seem interested in getting back to me now. Avoid.”

Helpful Report

Posted 10 years ago

“I ordered a £315 shop delivery and apparently the driver tried to deliver it. I say apparently as I only received a postcard through my door to say "you missed your delivery"- how this happened I don't know as I was sat 6ft away from the door at all times! I rang Tesco to re-arrange - within 20 mins of the note being left - and was told they couldn't possibly re-deliver today. I then asked for a re-delivery and was told that they'd "have to" charge me £6 for delivery and charge my card AGAIN for £315. I cancelled. What's more frustrating is the total lack of care of help you receive from them. Awful company, avoid.”

Helpful Report

Posted 10 years ago

“Great thanks for Katie from Customer service. She helped me to be happy again after destroyed by me during assembling new furniture.She has ordered new part for me and sent in 3 days ,for Free!!!! Thank you Katie Anna”

Helpful Report

Posted 10 years ago

“I live in Northern Ireland (about 30 mins from the delivery depot!) - this is the 2nd time i have had trouble with my deliveries from Tesco Direct - i choose paid for 'select a day' delivery both times but both times a rude local delivery firm rang to say they wouldn't be delivering on that date as 'they hadn't a van in the area' and TOLD ME what date they would be delivering it. I have had to make numerous phone calls about this and eventually learn from Tesco that it basically doesnt matter in Northern Ireland what date you pick as this delivery firm will just do as they wish and deliver when they decide or have a van in the area!!! - Think we are going back to the dark ages - Tesco please change your delivery firm in Northern Ireland.”

Helpful Report

Posted 10 years ago

“I recently had a click and collect order, which unfortunately half my shopping was missing on.I was told by the driver it'd be redelivered.Having spoke to customer services, as the shopping never turned up, I was given £20 good will gesture and received excellent customer service!! Really pleased with the service!!”

Helpful Report

Posted 10 years ago

Tesco Direct is rated 3.2 based on 2,186 reviews