“I ordered a click and collect item to be delivered to my local Tesco Express. I was meant to receive a text and an email to tell me that the order was ready for collection. I received neither. I called in to the store at 4.10pm to say that I hadn't received an email or text but could they check if the item had arrived. After a few minutes the pleasant member of staff confirmed that the item had arrived in store earlier in the day. Why wasn't I informed as promised. Poor poor service by Tesco Direct. If I hadn't taken a chance and gone in there I would still be waiting because its 6.00pm now and still no text or email to tell me its in store.”
“Why can I not return clothing downstairs???
I have to go upstairs to the clothing dept. Queue for over 10 mins to save Tescos staff's legs.
Disgraceful customer service as always!”
“Had a large order to make. deleted my contents as i was working, Twice! eventually got to checkout could not edit or delete items on delivery options page, So have to back page. details are not excepted then kicks you of the page and removes all items from your basket again and takes you to the home page (it just kicks you out). Why cant the basket just be saved!! I'm not using it again Ive just wasted nearly 3 hours of my life. Ill will no longer use Tesco's”
“I visited one of your stores to double up my bonus points and to purchase some house hold goods. I had been on line to check the goods I wanted could be bought with the double up vouchers. When I went to customer service they said the goods where not available with my bonus points, so I left without purchasing the goods.
When I got home I checked on line again only to find I could purchase the items I wanted with the vouchers, but found I had lots my vouchers. I rang Tesco customer service and explained my situation and they said it was coming up on their computer that I had got zero vouchers in my account and there wasn't any thing they could do. I don't understand how this can be as I didn't buy anything. Disappointed they couldn't sorted anything out for me, I spend a lot of money in their store.”
“cherry pick reviews to publish on their website
I purchased Tefal Actifry Black 1kg 268-4217 on Tesco Direct website for £109.00 in May 2016. The very next day I saw it at Tesco Handforth SK9 being sold for £89.00. I rang customer service and they agreed but they said that they do not do price match even though it is still the same company which is fair enough. I wrote a review on tesco direct highlighting the fact that I was overcharged so other people don't fall in the same trap. Tesco refused to publish my review because it does not fall within their guidelines. This means that Tesco cherry pick the reviews to publish and all the reviews on their website are not honest and true representation of their feedback. This is cheating. This is a disgrace. Will be contacting the fair trading standards.”
“Terrible customer service.The cashier totally ignored me and carried on a conversation with the cashier on the next till. I felt as if I was interrupting a private conversation.”
“Good evening,
I am writing to let you know how poor and disappointing your home delivery service.
Yesterday I booked the home delivery service that was supposed to be here between 3 and 4 in the afternoon and I immediately received a confirmation email to let me know that everything had been successful .
This afternoon the costumer service called me to let me know that there were problems with payment leaving a voicemail message , so I called back and after 10 minutes telephone waiting I managed to speak to an operator and provide details of my card by solving the problem .
At 3-30 pm I received a call from the driver who told me that he was lost and could not find the address , so I restored the address and tried to explain where is the house but kept telling me I did not find it so I restored the full address by telling him that I could no longer stay on the phone that I had paid 'cause of The delivery ..if I were due to take at this point I was going to the mall ....
and I told him to call if he had any other problems.
At 5 i was stil waiting for a delivery so I decide to call the costumer service that keeps me on hold for over 20 minutes and concludes by saying that the driver had returned because he could not find the address , and that delivery would no longer made ??but that ' they could do it tomorrow ... of course I said that I wanted to deliver today ..I has put on hold, and 10 min after the call drops ...
I called back , this time really angry to solve the problem ... and telling him that it was absurd that if I had not called They would not even told me that delivery would not have been made ??...
they told me they would do delivery tomorrow ... but I needed a delivery today! .... so I canceled the order ... tonight because to your bad service I have nothing to eat.
you should not give a service that you are not able to offer ... is shameful !
I will never use that service again that's for sure.
Inviato da iPhone”
“Our toaster died so I purchased a cream coloured replacement and a matching kettle. Two days later I collected it from the local store only to find that the toaster was stainless steel. Rang the contact number on the box (it was wrong) and spoke to an advisor who said there was the same item on the shelves in the store and I could swap it. There wasn't and I couldn't! I then had a new one sent to the store, and, yes, it was another stainless steel one. The box says stainless steel with a picture on the box so it is not rocket science. Another call to the contact number and another was on its way. I was emphatic that they write on the docket that they were to check it was cream. Well, you guessed it - I now have another stainless steel toaster. Might be easier to change the kettle to match it rather than get what I ordered. Buck up Tesco! Won't be using the "service" again.”
“Bought organic apples At tesco I went and did a chemical test and those organic apples had traces of chemical I was disgusted and to find out they where not organic.”
“Ordered 2 items were supposed to be sent to my home have phoned several times about this & now told they are at fraserburgh store so what went wrong! Is tesco going to pay my fuel there & back !”
“I ordered an Electric Stove Heater from Tesco Direct. It arrived within the timescale quoted and was delivered on Good Friday (Bank Holiday)
To my disappointment, it was faulted. I called to arrange to have it collected, I was offered Easter Monday as the first available date, which I accepted. No one turned up!!!
Called Tesco the next day who said they do not have deliveries or collections on Bank Holiday even though I DID get delivery on Good Friday.
Arranged to collect on Tuesday 29th with instructions to collect from the Porch as no one would be home. Said they couldn't gain access and calling card was left. NOT TRUE. Arranged again following day, same again. Still waiting to have this picked up. Frustrating. NEVER ORDER FROM TESCO AGAIN.!!!!! Will not refund in advance either.”
“After ordering a bed bed for next day delivery late on a Thursday so delivery was for the Saturday, fair enough, and receiving e-mail to say it was on its way all day waiting , Was a no show. Phone up support on Monday morning, and was told there was a problem but could still have bed on Tuesday if still needed, there was no communication from them at all. Till i phoned Monday. was kind enough to refund the express delivery charge (joke).
There review system is a joke. can only review the item you bought, and not aloud to review there service the provided. and all reviews are scrutinize before they are put on the web site. so any negative review about they service don`t get posted”
“Ordered a mirror with one of their preferred shops Danielle Creations - after over a week I could see on the system that it had not even been dispatched so phone up to cancel the order.
I was refunded minus the delivery of £3 - phoned Tesco Direct up, to be fair they did refund the delivery charge, but did say that this was standard practice to keep the delivery fee even though item not dispatched”
“I felt compelled to write this after yet another, utterly miserable visit to our local 'Tesco Express', known to our family now as 'Tesco Depress' or 'Tesco Distress'. It has to be the worst Tesco store in the universe.
There is ONE nice, friendly bloke behind the tills on occasion - the rest of the staff are SO MISERABLE. I am friendly, smile and try to be nice but as of today, I GIVE UP. No smile is ever forthcoming, just a cynical look and my attempt at basic conversation is completely ignored.
It doesn't help that usually there are about five staff congregating round the computer and one on the tills. Also, their huge lorries continuously cause traffic chaos outside the store, there is nowhere to park except a tiny layby and the pavement, which is breaking after being driven over by said lorries.
The fridge and freezer doors are almost ALL broken and don't shut. So the food is probably going to be off anyway.
Seriously, even the customers stand right in front of you and glare at you for even daring to say 'excuse me' or smile at them.
I'm really sick of it and it makes me want to kill myself every time I go there.
WHY is it so terrible? I do not know.”
“Tonight, tuesday i went to the local tesco 5953 pentonville rd london, it was about 10.40pm when i got there , i observed that there 20-30 big trollies blocking the pathway to the items which you claim you are in business to sell ,what a laugh that is, as the customer cannot get near them, whats the point ? to annoy people ? to motivate them to shop asda ? then, when i get to the till , i say,'' hey give me few lottery cards i m then told we don't sell them as they have been cashed up earlier ? '' i thought again, what is the point ? the stores doors close way before 11 pm hence why don't you just tell the truth and change the trading times to ''10.45 the doors close and be honest, trust me, i am not surprised that the store is dying as a Brand name but it is induced by the management who think the customer is dumb, cannot read the time and has olympic skills to jump over large trolleys to grab a jar of coffee while avoiding the person walking behind them,you could have a t.v. game show, ''Hop in the shop'','' Don't be a walley- just jump the trolley '' lol twice . Perhaps a great opportunity to improve the performance exists, pay the employees till 11.15 then they don't feel they are not being paid as their shift i suspect finishes at 11.00pm. i took a screen shot for the Chief . I will send it on for free. Sincerely , The customer , 71B Amwell street , Islington, London.”
“We ordered a pressure cooker for Christmas 2015. An item arrived by carrier on 22nd December which turned out to be a salt and pepper mill set. We rang tesco immediately and were told that they could do nothing about it prior to Xmas. We cancelled the order so that we could make alternative arrangements. The agent in customer services was more concerned with return of goods incorrectly sent and although confirmation of refund was received , it said that the refund would not be issued until the goods had been received back and inspected back at depot. It was treated as if we had returned goods we had ordered when in fact the item they sent was the wrong one. The agent assured us we would receive a call from the despatch company to arrange collection within 48 hours. As per Xmas day we have received no call in this respect. So as at this point Tesco are holding our money and we do not know when we will get this back. I am over 65 and cannot afford to spare this cash especially at Xmas.
When I look at the review sites it is scary to see how people have been treated by tesco direct. We will never use them again and would strongly recommend anyone for whom delivery date is crucial, not to use them either. Whatever happened to the old tesco excellent customer care policy. they clearly don't care anymore and their bureaucracy is daunting diseconomy of scale perhaps. They will I think lose out badly in the end.”
“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.”
“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.”
