“This app is not user-unfriendly, it is UNWORKABLE!!! The old app was simple and easy to use. Now after putting in passwords, address (which it should know), and inside leg measurement, it refuses to move on beyond "CONTINUE TO PAYMENT"! The only way to pay is by voucher, 20th century technology. I am going to change service provider.”
“The worst customer service I've ever experienced and an appalling case of mis-selling to an elderly lady (my Mum). Instead of helping her with her existing phone, they persuaded her to change to Tesco without advising she could keep her number or put her SIM in an unlocked phone. They sold her a contract that locked her in and a phone that's too complicated for her to use, with barely any signal at her house! She's been in an awful state and despite multiple visits, emails and phone calls we haven't been able to return the phone and cancel the contract. The contrast with BT, who have been so kind and helpful every time I've spoken to them, couldn't be greater. We've referred the whole matter to Ofcom now.”
“I have experienced the same hinge-related screen fault three times on a Samsung Galaxy Flip 6 within a relatively short period.
After the second failure, I was incorrectly advised by Tesco Mobile that the device was out of warranty and directed to Samsung for repair. I followed that advice, and the phone was repaired — only for the same fault to occur again.
When I contacted Tesco Mobile for the third failure, I was willing to allow inspection of the device, but was told only a further repair would be considered. Given the repeated nature of the issue, I do not consider this a reasonable solution.
Communication has also been very poor, with missed callbacks, inconsistent responses, and no clear way to engage with the complaints team.
I have now had to escalate the matter to the ombudsman in order to seek a fair resolution.
Overall, a very disappointing experience.”
“Tesco Loudwater Store
Tesco Loudwater Store: very impressed with staff at this store. Very patient and knowledgeable and service with a smile. Successfully changed my contract from Vodafone to Tesco. A great deal and a great service. Thanks especially to Rohann (apologies if incorrect spelling) he was great!”
“Hopeless company, we asked for one line to be disconnected after the death of one of the parties on the account, they disconnected all three phones and now refuse to speak to anyone apart from the main account holder who is deceased. Seemingly impossible situation to get anyone to understand. Keep repeating - 'I need to speak to the account holder' to me - they are dead you moron .....”
“Phone went down said they was problem with area 6 days later phone still not working said they was sending new sim would be with me 3days time still no sim spoke to tesco said there was no sim sent to me spoke to someone today half way though call they cut my call off rubbish service”
“Transferring number from old provider to new phone should be a simple task.but you changed the number to another phone and changed again without notifyng me yo another new number so we ended up with two different numbers. Having rang and emailed Customer service several times its a waste of time full of empty promises 20days on and still not resolved”
“Wow, Tesco mobile have sent customer care over to South Africa. Unfortunately these people don't care. After 10 calls, 6 hours chatting. Same issue for 3 month.
It is obvious, Tesco mobile have made massive changes to upgrade to 5g. And many customers are paying for services not fit for purpose. The job of customer service is to waste everyone's time until they fix the issue in the background.
I have asked for my notes from all 10 calls I made to customer care, they say they will email me. And nothing comes. This is.crazy. I cant get the issue fixed. I cant complain, because they just apologise and dont fix anything. I cant escalate my complaint because they withhold the information and evidence I need.to proceed. I cant walk away because im stuck in a contract. Try the ombudsman. Hopefully things will get moving. Its not like we need our phones to communicate with work and family. Right. Useless”
“Complaint still on going, 7 months now. Pass the buck, cut you off. Etc ect Been without connextion for 21days so far this complaint.
Being housebound and elderly means nil to them”
“I can't get any sense via phone, Live Chat or email. My phone was sent back before Christmas and c/s is less than helpful. Tesco Mobile have really let things slide. I would not recommend.”
“Have been with tescos for years have three phone with them for family. For the last 18 months reception has been gettimg worse. We live in cornwall and regularly travel around the southwest. I have to stand outside my house and work to make a call. Even in city centers i have no 4g. Dont even think about google maps. Am paying for a contract i cant even use. Worst phone company ever. Now got to wait or buy myself out the contract”
“I have repeatedly tried to get some sense from offshore telephone customer service.
The problems I have found:
1. If you phone they say the quickest way to get in touch is by chat. They send you a link which does not work. This is the same if you go on their website. The chat link does not work.
2. If you persevere and eventually get a human on the phone they never seem to understand the problem of know what to do.
3. The line is often so poor that neither party can understand the other
4. I have often been cut off part through the conversation and have had to spend another 10 minutes to get connected back.
Tesco mobile are boasting about their high level of customer service. This may be true in the shops but it is a total lie with their phone support”
“tesco mobile coverage is just awful and to deal with their customer services is even worse they do not have a clue i wish i had seen the reviews everywhere about them before i joined just the worse service ever”
“I have been with tesco mobile for 20 years + and im now swapping
Tesco has stopped top ups unless it's over the app and I'm not being forced into topping up using my bank details on their app, waiting for them to have a data breach. This is to force people off p.a.y.g. its disgusting.”
“I wish I could give zero star. I ordered a mobile on Tesco Mobile, and was giving an DPD code to wait for the parcel that was canceled on the day of delivery without any notice. They also canceled my account with no explanation. When I contacted customer care for knowing the reason, the person told me I was being detected as fraud, I offered to provide all evidences to support my application and no further assistance was given. I was left on the dust with the accusations of doing something illegal because of the incompetence of team management on fraudulent applications. I am 52 y.o hard worker with no fraud background to be accused by Tesco Mobile. Disgusting customer service!
Regards
Franco”
“chose 1 star would like to put zero i used my new tesco app to top my phone up fpr my essential pack it asked me for my password then it asked me for security question which i put in it told me i was wrong which it was not as i have used it all the time then it locked me out of my account told me to phone 4455 when i did after waiting 30 mins i was told by the tesco helper he would put me through to the pay line to pay by debit card then i was told by pay line i would have to use the app the app idea is a right load of absolute rubbish i have been paying on line for years no trouble but when i go on to my top up account now al i get is a stupid QR code to down load an app which i have already got i for one will be changing my supplier”
“Don't go with Tesco wasted 1 hour with them on the phone to sort a new contract with them try to pay a bill back but if u send me to court for this it be Ur own fault I try to give it back and I gave me a new email address to start a new contract with u which I don't use avoid this network”
“Very poor customer care service that keeps passing the buck or gives false information. Cannot get past text chat or advisor to escalate a complaint over having no mobile signal for 7 weeks. Would love to speak to a senior manager team but can’t, despite having trying for 7 weeks and numerous web chats, phone calls and e mail.”
“I have pay as you go mobile and four hours after I topped up I still had no Internet and credit to ring any one I rang tesco mobile and was told it could take up to four hours for my top up to be accepted I told them I have been a customer for years and it has never taken four hours for a top up to register they just kept telling me how long it could take instead of investigating why my top had not registered yet they had text me my rocket pack was ready after only 15 minutes but hadn't put the credit on my phone tesco mobile since moving it's call center too Pakistan the service and back up is poor and appalling the call center operator's have no idea what to do and don't want to help or have any knowledge how to help I still haven't had an apology for tesco's mobile mistake I will be moving my mobile from tesco and their appalling service”
“Would give zero stars, but do not have that option.
I purchased a new TCL4042S on Monday. I was told that my existing mobile number would be transferred to the TCL4042S within 24 hours.
I continually keep receiving texts from Tesco Mobile arrogantly telling me that the details i provided to them are not correct. I have now been involved in countless phone conversations with them always ending with, " Your new phone will be working within 24 hours"
Eventually I spoke to a Tesco Mobile helpline operative this morning who told me, what I already knew, that who is ever responsible for carrying out this basic transfer task is incapable.
Despite being an invalid I now have to travel 13 miles to the Tesco store for a refund, which I suspect will be met with more difficulty.”
