“I ordered two pairs of TU school shoes to be collected by 4:00pm on the 27/08/2024 from Argos in Sainsbury's ( Otley). Having not received a collection email, I went to Argos to ask why they hadn't arrived. I was told they hadn't had a delivery that day but would receive them the next day. Again, I didn't receive an email, so I phoned the store. My phone call was diverted to a 'home worker ' as the store was busy!!! The home worker said she would investigate and phone me back. She didn't!!! I went online to investigate myself to find that the school shoes will arrive between 27th August to 6th September!!! School starts back on the 4th September!!! - no school shoes???These shoes were in stock when I ordered them and there was no mention of a delay!!! I had a similar experience when I ordered school trainers but assumed it was an unfortunate one off. So DISAPPOINTING!!! I expect better from Sainsbury's. Let's hope they do arrive before school starts back next week.”
“Bought a pair of black mens chinos, twice. Returned the first pair as was at least a size two small. Reordered a size up. This pair was two sizes bigger than the label as was measured. Unsuitable to order online as sizing is way off. Disappointing.”
“Tu ladies straight leg jeans fit OK, but the tiny white pockets are stupid. They should be blue or black, and much deeper. My husband got some tu jeans , and his pockets are black and very deep. We ladies don't always want to carry a bag, and I for one would like pockets I can actually fit something in !
Where the front pockets are, because there is not enough material to make a decent pocket, they gape , and look horrendous. Penny pinching sainsbury's!”
“Items were bought in the 25% off sale. They were due for delivery on 24th June 2024, I phoned twice and was told might arrive or could be lost and to wait until Thursday 4th July as still might turn up. Today 2nd July I receive an email to say order has been cancelled and to wait up to 7 days for refund.
Nice to be kept informed, not, I don't expect shoddy service from a company like Sainsburys. Obviously happy to take the money though.”
“Every time I order from Tu Sainsbury’s and do click and collect the order does not arrive at due date.I can’t understand what the problem is having to wait for a longer timescale. Whereas George at Asda always has a prompt date for collection.Is it a ploy by Sainsbury’s to get customers to pay postal delivery costs? Afraid Tu Clothing will be losing my custom.”
“After purchasing floral shorts in 2023 which were an excellent fit I was sorely disappointed by the green drapey shorts bought for my holidays. Worst fit ever and I don’t know why two similar products are so different in comparison. Can not recommend and honestly I won’t be wearing them again”
“The khaki trousers I bought on line have greasy fingerprints down one leg. They are soaking in vanish at present as too much trouble to return. Please could staff be made aware that handling clothes with greasy hands will leave greasy marks!”
“Sizes run small and most importantly the sleeve lengths are shockingly short!!! Everything looks ridiculous on - who’s arms are they measuring against when they decided these sleeve lengths?!”
“I've bought from Tu at Sainsbury's before but this was my first time ordering online. I won't be bothering again!
I bought two pairs of jeans - both 14S to match my existing ones. There can be some discrepancy with sizes but this is utterly astonishing. The attached picture shows my original pair (dark blue) against the ordered black and mint green ones. I have no idea how that can be so wrong.
I also bought a pair of wide leg trousers. The size was fine but upon removing the hanger, there was obvious discoloration to the waistline. The trouser hems also look worn.
I now have to trudge back to the store to return them. A complete waste of time and incredibly disappointing.
My local Sainsbury's has changing rooms but they close in the evening - the time when I'd be going after work - otherwise I'd keep all Tu clothing shopping to in-store only.”
“For the second time in a few weeks Tu have cancelled my order. Very frustrating. Why accept my order if its not actually in stock. Both items I really wanted and ordered in good faith. Very annoyed and disappointed.”
“Item ordered Friday with Monday delivery to store for collection
No delivery Monday, Tuesday or Wednesday
Customer service advised delivery definitely on van which would be definitely delivered Friday
Friday no delivery but Customer Service said don't worry the money will automatically be refunded on 28th December
Poor service from tu clothing
Poor service from sainsbury's/Tonbridge”
“Ordered Xmas presents on the 6th December only when I had confirmation did I know delivery was 15th December it is now late evening in the 16th still nothing have phoned 5 times only to be told order still being processed how long do they need. These items were Xmas presents being taken to recipients tomorrow no chance now stores don't open until 10.00am and no confirmation they will be there. Well done Sainsbury my first and last online order with you will stick with next and Matalan dly within 3 days. Also no communication saying goods will be delayed disgusting customer service.”
“Colour of jumper doesn't show up as pictured (and was carelessly packed with hanger piercing the front),and coat was not petite as advertised. Will not buy from Tu again.”
“Long sleeved tshirts top olive (also available in rust)neck too big. Bulges, falls off the shoulders. Not a good fit. Got a 16. Any smaller would be too small on the hips.”
“Order confirmation email stated collection from 4pm, 1 Dec, but when I drove to the store especially, it wasn’t there. Tried 3 days later, still not there. Meanwhile, 25% offer launched on all TU clothing. Eventually received a text message a week later, so made yet another journey, then a 4th journey because the items were of poor quality & didn’t fit. All in all a very disappointing experience & I won’t be ordering anything via the website in future.”
“The TU Click & Collect Service needs a major overhaul, it is ridiculous that waiting 3-4 days just to collect an Item from a convenient store near to you.
Really, TU should take a look at NEXT and M&S's successful Click & Collect service as nine times out of ten they are next day.”
“I ordered a pair of jeans on the 23rd of October with a delivery date of three to four days, the useless website said they were in stock on going to the store they were not. After waiting until the 3rd of November I cancelled. As its really difficult to navigate their website and phone line getting to talk to a human is impossible. that's my relationship with tu clothing and ordering on line over.”
“I got into shopping at TU online during Covid lockdown. It was brilliant, bought loads at the time. But now, for the last 6 months or so, they redesigned the website. It's showing clothing out of stock when you search for an item, what a waste of time. What's the point of showing stuff when you don't have it in stock. I am not buying anything from TU just on principle now! They need to sort out their website and fire whoever has come up with the new one.”
