“I order two children’s outfits - both had a top and a pair of trousers and a pair of adult pyjama bottoms. I received the adult pyjama bottoms and the trousers of one of the children’s outfits - I am therefore missing one of the children’s outfits completely and the top of the other. The parcel arrived late but was intact. The note inside stated that all the items were included. I called customer services where a very polite woman somewhere in the far east told me that I would receive the missing items quickly. This was about ten days ago and I have heard no more.”
“I am on my third order with no updates of why it isnt here. I have live chatted and called and wasted far too much time and still no order. I was even told a manager will call. Nope. Useless, pointless and still no school uniform in hand”
“I recently received confirmation of my order.
Which said woukd be delivered to store 3 days later.
I rang a week later as it hadn’t arrived and was told to be patient. Another week went by still no items so rang again to be told the items were lost in transit and they would send me a refund. I went to the store and bought the same items but they cost £21 than the ones on line. So the real reason was they had messed up the pricing”
“I had an absolutely shocking "TU" experience today - I ordered a 2 Pack of short sleeve shirts online for work (order 4504195975), today my wife picked them up as she and my daughter happened to be in town. When they arrived home, I opened my package only to find that one shirt was stuffed messily into the package, whilst one remained in it's original state. There is a mark on the collar of one shirt and 2 human hairs are present within the packaging, they are definitely not head hair, I suspect them to be body hair, but it possibly that they could be from another, less favourable area. I called customer services and spoke with Kobbi, who told me to simply return the item, he was polite and apologetic. At this point I requested to speak with a manager as I had taken numerous photos and would very much like them to see what I had received, which I fully believe to be someone's return! I was put on hold, then finally told no manager was available, but that one would call me within 24hrs. This is well below what I expect from TU. Up until today I have been happy with my orders. My message is to thoroughly check what you receive in case you too find any unwanted free gifts in your parcels.”
“Ordered some outfits for a work trip to arrive on the Saturday, but were not delivered. Online check doesn’t recognise order number, online chat is hopeless automated system. Takes 15 mins and much frustration to get through automated phone line on Sunday to be told my items haven’t even been processed at the warehouse. Although advisor was very polite and apologetic, overall a hopeless service. Don’t offer delivery days and slots if you can’t process the orders in time, I won’t order Tu clothing again.”
“Ordered something on 1st May. Payment taken immediately. Told I could collect it on 6th May, still not heard anything. Customer service non existent. Think they must have been hacked.”
“Item was supposed to be at argos store Dartford on 27th Feb, have not received message to tell me when to collect. Have sent several emails to customer service, no response from them, phoned customer service was told item would be ready and sending to argos, that was untrue as still waiting for message to collect. Very poor service would like refund but judging by tu attitude this will be ignored”
“Awful delivery by Argos for Tu. No update on progress. Delivery shop phone number not accepted. Payment taken immediately after order placed. No helpful customer services.”
“Click n collect clothing orders state they will be available in 3 days in store...that's a joke, my last order I chased twice as ir was more than 2 weeks and had not even been dispatched..I ended up cancelling it. My next order was placed on 5th Feb, it's the 14th today, still not been dispatched, next order placed 8th Feb, and on 14th Feb, guess what still not dispatched. This is the worst customer service!, I will take my business elsewhere because Sainsbury's clearly don't care about their customers using this joke of a service.”
“Bought 2 pairs of chinos on sale at £11. Bought on the 10th January. Had the email saying they were ready for pickup on the 22nd January. On the 23rd I received an email saying that I hadn't picked them up in time so they were being returned! Rang up customer service and they said they couldn't do anything about it. Awful service!”
“I have ordered many times online for the Tu clothing range by Sainsbury's. On every occasion i wait for my text to say the order has arrived in my local store for collection. This service has worked every time without any issues. The clothing is always well made and the prices are good.”
“Awful service
Absolute mess made of delivering this package. It did not arrive at all. I spent days chasing it only to be told everytime that delivery attempts had been made. It turned out they were trying to deliver somewhere else! Useless courier and lack of effort to resolve it on the part of Sainsbury’s. I will never order again”
“Ordered a pair of jeans click and collect before Christmas due to arrive in store before Christmas - the jeans were a gift and I was advised on Christmas eve by the customer service that I would have to "drive around all the stores I can" to obtain the jeans as there was "nothing" they could do. After a long day and eventually obtaining the jeans - I tried to cancel the order to no avail(apparently they can't in transit?)
Today I received the "your order is ready to collect" email, after Christmas and long past the collection date.
I have then had to contact customer services to have my refund processed. Due to the lack of customer service, inability to correctly manage their distribution and the inability to present their staff with training that will ensure they KNOW how click and collect works, the service is a massive flop.”
“Made an order 12 days back (click and collect) and havent received any confirmation that the order is ready to be collected. I made the order for some clothes which my husband needed for his trip but he has already left and I havent yet got them. when I called the customer service it was very difficult to get hold of any one and when I finally managed to speak to someone they were of no help.”
“Please don’t waste your time placing an order you probably won’t receive it. Been waiting for over a week now for my order apparently it’s still in transit😡. Don’t bother to ring customer service it’s a waste of time and energy I will not be using them again.”
“My order was supposed to come on 3rd October after 4 pm . However when I went to collect it , it wasn’t there . Called the helpline but they are of no help.”
“Waited ten days for two dresses and still nothing. Called twice and asked for a refund. Don't waste your time with ordering any of the clothes online.
Call centre stuff lovely, really apologetic.”
