Tesco Direct Reviews

Name: Tesco Direct
Rating: 3.24

3.2 Rating 2,184 Reviews

55 %

of reviewers recommend Tesco Direct

Company Reviews

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Metrics

3.2

Based on 2,184 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
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

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

“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 !”

Helpful Report

Posted 9 years ago

“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.”

Helpful Report

Posted 9 years ago

“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”

Helpful Report

Posted 9 years ago

“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”

Helpful Report

Posted 9 years ago

“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.”

Helpful Report

Posted 9 years ago

“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.”

Helpful Report

Posted 9 years ago

“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.”

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 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

“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 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

“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

“I eat carrots daily and buy them weekly. I have noticed that a bag of carrots quickly goes off now after only a few days. I started buying loose carrots thinking they would last a bit longer but they are now only lasting ONE DAY before they become soft and bendy. These carrots are being sold moments before their shelf life expires and are nowhere near fresh. These carrots will have very little of their original nutritional value. I have made my comments to the fresh produce manager who fobbed me off saying they were fresh from the grower. This is either a lie or the suppliers are playing dirty tricks.”

Helpful Report

Posted 10 years ago

“Was very disappointed I purchased meat that was two days out of date and luckily noticed this before cooking it when I rang to notify them I was told to take it back to the store and they would be notified by the time I took it back the next day when I returned the store was unaware of the problem and it took half hour to get in touch with a supervisor i then rang back to tell them they said they would find out more details and ring me back which I am still waiting for shall not be shopping at tesco again”

Helpful Report

Posted 10 years ago

Tesco Direct is rated 3.2 based on 2,184 reviews