Name: Tesco Direct
Rating: 3.24

“Utterly appalling! One tiny line on certain items mentions 'Tesco Partners' - I doubt anyone notices that until, like me, they realise they've been charged a delivery charge PER ITEM! Returning is a huge hassle AND you have to pay return costs! I was charged a ridiculous £9 delivery, three times £3, because each item was coming from a different 'partner'! No, when I buy on Tesco Direct, I am sent the goods from them and pay one delivery fee, for one delivery. Any returns go back the same way. NOT ANY MORE!!! Tescos have totally changed their system, giving no explanation at all. They now have "partners " - a ludicrous term as Partners implies equality. The little company selling the tat I bought are not a partner - they are inexperienced and useless! 4 emails to the seller for one item and I still don't have a receipt or packing slip to put in the parcel for return! Each seller has different rules - each item has to be returned either to a specific larger Tesco store or to an individual address. You have to contact each seller seperately to arrange returning AND pay for each return. OR I have to pay my carer and petrol to take it to one of the larger stores (can't return to your local Tescos!) A huge hassle which I have zero intention of going through again! On top of this, incredibly rude Tescos staff on Twitter insist that it is clear on each item that it comes from 'a Tesco partner' - one small line is NOT clear, and especially so if we're used to just buying from Tescos and returning for free. Twitter staff repeatedly ignored my comments AND my requests to stop messaging me - kept repeating the ridiculous mantra that 'it is made very clear you are buying from a partner' (not true) and demanded I tell them (I refused!) the name of the Tesco staff member who was much more helpful via email and agreed the system was poor, so much so that they refunded my 3 separate delivery charges! That staff member agreed things needed to change to make it clearer who the customer is buying from. Tesco used to be just buy the item, pay one delivery, it all comes together, and can all be returned very easily, all together. You cannot change that without telling customers - especially without making clear that the system is more expensive and far far more hassle now! Having to return items means paying for that privilege - even though I'm returning because the item looks nothing like it does on the website! And that's paying a separate delivery fee for each item, packaging them all up separately, and sending to different addresss. You have to hunt through Tesco.com to find the info re returns, email each separate company - 4 emails so far to one 'partner' and they still haven't given me the returns slip I asked for in my first email! Are Tescos trying to make even more money by trying to compete with eBay or Amazon? If so, they need to do a massive overhaul on the entire thing, gave one central returns system, and teach their Twitter staff some manners and respect!”

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Posted 8 years ago

“1 review Published 3 minutes agoDelivery chaos Ok so i ordered a tv on the 2nd June and select delivery date to ME for today 8th June. Good enough i got a confirmation email to say the order was placed, and it noted that i would receive another email once dispatched. Sitting yesterday i thought i would check the status and track my order, it hadnt been set to dispatched. Same again this morning when i checked. So i phoned Tesco and the woman told me that the date that i chose was the day that it is actually delivered to the courier service who would deliver to me. Now im in Northern Ireland and there is only one base for this company, when i phoned them they hadnt received my goods and their delivery to my town was tomorrow. I had missed out on this delivery and would therefore have to wait until next week to get my tv. Tesco need to go over there delivery options and highlight that it will be delivered to courier on that date and not myself. Fair enough im in Northern Ireland and can expext delays. But as the courier service said Tesco arent meant to allow Northern Ireland residents pick their delivery date. Absolute joke. If i had of known this i would have went elsewhere. In fact i will be for now on. They wont be getting any custom from me anymore.”

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Posted 8 years ago

“A food order for over £700 was queried by the bank on the morning of delivery due to the sum despite funds in account - 75 guests to be fed ... Tesco did not notify us of the cancellation. Tescos said the non contact was their policy - they then hoped I would use the service again - I would advise that you do not use the service if you wish to see your party guests fed. Shame on you Tescos!”

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Posted 8 years ago

“Terrible service Listing on Tesco's website said "in stock" Purchased item on 30th may.Conformation email sent to me saying item in stock and will be dispatched soon.The day of the first expected delivery date email received saying item out of stock.Tesco had also taken the money from my account 3 days earlier.I had to cancel order and spend 20 minutes on phone to get refund.Also still being advertised as in stock on Tesco Direct and 8 available on sellers (Sustuu) ebay shop!!!!???.A case for Trading standards i think.”

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Posted 8 years ago

“Appalling .Delivery of our Sofa bed should have been delivered 16 May....didn't happen. Then told it would be delivered within 7 working days...didn't happen. Then given the option of a delivery date and time by their courier Arrow. Great we thought, it's finally coming, as we had received confirmation by text. Then today received a phone call to say it wasn't on the Lorry, so it wasn't coming. I can't express how frustrated and angry we . Time taken off work, family visit postponed twice ( as we've nowhere for them sleep). Disgusting Customer Care. Tesco....please......sort your delivery contractors out. I am still waiting for my Sofa bed ,with absolutely no idea when I'll get it. Please avoid using Tesco Direct people . They are unreliable and have no loyalty to their customers.”

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Posted 8 years ago

“Travelled a round trip of over 50 Miles to shop at Lockerbie Tesco Store, reason local would not refund me two years ago for a duplicate item purchased due to not selling this particular item (even though had receipt) and have not shopped in the Carlisle Store since. Today I received a fashion booklet in post from Tescos with a £4 of £20 spend which was declined in front of customers due to it coming up as expired and banned on till resulting of clothes being returned anyone reading this please beware before using this voucher in store as totally humiliating. Looks like my Tesco shopping days are now completely finished”

Tesco Direct 1 star review on 30th May 2017

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Posted 8 years ago

“i ordered a bed and a sofa bed from your company wed site and when i received the goods they where damaged and unfit for purpose a total disgrace that you and your third party are sending goods to people in such a appalling state.under the consumers right act this has clearly been breached as no one should receive items in such a appalling condition i have rang your customer services that quite frankly don;t relay care as i had no call back from them just a woman from your third party supplier saying we will pick it up Tuesday as it is bank holiday weekend disgusting service”

Tesco Direct 1 star review on 26th May 2017

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Posted 8 years ago

“Did order a gift for my niece's birthday with the click and collect at the nearest Tesco store. At the day it supposed to arrive I did not get any information about where it is only the tracking history said that the package was with the carrier and then "Delivery refused by the customer". Next day I contacted the customer service where I been told that the item has since been discontinued and removed from the website and they started the refund automatically. Without asking my permission or asking me if I want something else. They had my item and it's disappeared?! So my niece's birthday is messed up thanks to Tesco! Stay away from it!”

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Posted 8 years ago

“Bought metal garden fork.it broke after one min of use.”

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Posted 8 years ago

“Made an order from Tesco direct item was in stock but come the day of delivery it not in stock phone Tesco and outdoor camping and they just blamed each other like kids and have cost me money will never use for groceries or anything I feel cheated by Tesco stay clear causes unwanted stress”

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Posted 8 years ago

“Over the past 11 orders my delivery has been late on 5 occasions! Days off are precious and other appointments missed. Tesco seem unconcerned! Infuriating!”

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Posted 8 years ago

“Did order a gift for my niece's birthday with the click and collect at the nearest Tesco store. At the day it supposed to arrive I did not get any information about where it is only the tracking history said that the package was with the carrier and then "Delivery refused by the customer". Next day I contacted the customer service where I been told that the item has since been discontinued and removed from the website and they started the refund automatically. Without asking my permission or asking me if I want something else. They had my item and it's disappeared?! So my niece's birthday is messed up thanks to Tesco! Stay away from it!”

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Posted 8 years ago

“Absolutely disgusted. Paid £1200 in the last 3 months alone with them for my car insurance now it's time for them to refund me it's took them 18 WORKING days after the initial 7-10 days was advised. Wouldn't mind but it's still not in my possession. Refusing to send it as a cheque. Refusing to do it as an instant payment. £8,500 for my insurance in the past 3 years and probably the rest! And they can't even be bothered to refund £200. Nice one Tesco won't be renewing with you again.”

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Posted 8 years ago

“I ordered some bedroom furniture. They did not turn up on the delivery date. When I asked why, they said they had tried to deliver it the week before and I had not been at home. Apparently, the given delivery date is not actually a delivery date and they will just turn up anytime and hope that you are home. They could not provide me with a specific day at all and then said it "would be some time towards the end of next week". So, unless you are willing to wait at home day after day after day for whenever Tesco decide to decide to turn up, I would avoid ordering anything from them. They also charge a £25 fee for this substandard service which is significantly higher than other retailers.”

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Posted 8 years ago

“I ordered some bedroom furniture. They did not turn up on the delivery date. When I asked why, they said they had tried to deliver it the week before and I had not been at home. Apparently, the given delivery date is not actually a delivery date and they will just turn up anytime and hope that you are home. They could not provide me with a specific day at all and then said it "would be some time towards the end of next week". So, unless you are willing to wait at home day after day after day for whenever Tesco decide to decide to turn up, I would avoid ordering anything from them. They also charge a £25 fee for this substandard service which is significantly higher than other retailers.”

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Posted 8 years ago

“Tristan jones was punching a little kid at the checkout this made me cry”

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Posted 8 years ago

“So frustrated with Tesco delivery. Called by the driver to say we provided the wrong address so they couldn't deliver to us, however on checking confirmation we had the correct address (one that has been delivered to by tesco before) furthermore the address they were apparently at does not exist!”

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Posted 8 years ago

“WHY CANT I FIND A REFUND POLICY. THEY SOLD ME A DODGY PRODUCT AND I DONT KNOW IF I CAN RETURN IT! can someone please help me ?”

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Posted 8 years ago

“The order, a Cannon lens, was left under the front of a car parked on the drive. Order conformation stipulated the item should be signed for upon delivery. This information was obviously not passed on. This expensive item could easily have been damaged/taken.”

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Posted 8 years ago

“Tesco does not deliver orders! I have the Delivery Saver plan and pay Tesco for delivery. Last week Tesco has not delivered my order and did not inform me in advance (did not informed me at all). Tesco also refused to explain why the order was not delivered and refused to stop the Delivery Saver plan and refund the money that I paid for delivery (that Tesco has not made)! I am very disappointed, taking into account the previous accident with Tesco driver Ron who rejected to deliver my order to my flat and asked me to do it, and than said me "Move your a*ss" and was rude to my children.”

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Posted 8 years ago

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
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult

Tesco Direct Reviews