“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.”
“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.”
“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.”
“Placed online order 22.10.23 told would be in store 27th, then had email to say delayed & will be in store by 28th- waited! Heard nothing from Sainsbury’s with no updates! Called there useless customer service to be told my order hadn’t even left there warehouse’?! Told them
To cancel my order & want
Money bank to be told I can’t cancel
As I have to wait to have it delivered to store
then I can cancel, advisory kept saying
How busy They were due to there sale!?
Not my problem, Sainsbury are greedy & clearly can not accommodate for the level of orders they are taking ?! Will
Never use TU again”
“I ordered an item for click and collect. The wrong item was sent. Even though it was not my mistake, it seems it is my responsibility to sort it out. Apparently they don’t replace clothing items, even if it is their error. I have to return the item myself, wait up to 30 days for a refund and then re-order. No discount or compensation was offered for the inconvenience. It seems that Tu are unprepared to own up to or accept their own mistakes. They also seem to be behaving as if they are the only online clothes retailer - well they’re not and I’m sure there are plenty out there who offer a decent customer service, which is where I will go in future”
“My order was very late, no information was given or any attempt made to contact me.
The Customer Service Chat did not help at all, she just stressed how busy they were.
Not my problem, employ more staff!
Can't comment on the order as it arrived way too late, so just got returned, which was just more hassle and inconvenience.
Would definitely not recommend.”
“Avoid the Argos Corey's Mill Stevenage
Customer service at the Argos includes being told your a liar, a con-artist and a bad mother. Absolutely disgusting, all because Kim the "duty manager" didn't like that the main Customer service department authorising a refund and even spoke to her directly to state this, she refused.
Kim became entrenched and narrow minded on her decision, even when the Customer service said they would process the refund from their department. She then proceeded to call me a "bad mother" for trying to get the refund on a product that had a one year return policy and was purchased less than a week previously.
I was open to a replacement product, or a gift voucher to use.
I purchased two outfits and the other did not react in the same way.
I can only assume she was having a really bad day, and decided it was appropriate to speak to a customer like this.
Absolutely disgusting.
The customer service line provided a full refund. I have raised a complaint. The disgusting personal comments were heard by one of their own customer service operatives on the phone and by other customers present.”
“Ordered and paid for next day delivery. When it did not arrive I contacted customer service by email they came back quickly and apologised and told me the order was delayed and would be delivered the next day. Still no order the next day so I tried the tracking link. The order was on the way back to the supplier so I contacted customer service who answered very quickly and were very helpful but advised that the package was damaged so had been returned and a refund would be made. I told her that I did not want the refund I wanted the items I had ordered . Surely I should have been given the option to have the order sent out to me again but no the refund had already been made. Why a business would refund rather than keep the money for an order I do not know....... I would not use again”
“Pjs to big tried to return to argos despite having order number on my phone WITH ORDER staff could not find it on there computer manager said he will send me a refund through email I've no proof I handed item to him so disorganised will wait for the refund”
“One pair of PJ bottoms bled , ruining a white fitted sheet, and a patterned top sheet. I send photographic evidence, and had subsequent emails. One offering the cost of the faulty PJ bottoms. When I asked "what about the ruined bedding" I was advised the matter would be passed to the Product team, and to allow 72 hours for a call from them. Well, I phoned last Friday, as I had heard nothing. I was advised the matter had NOT been forwarded at all, but the matter would again be raised. 3 days later, still nothing. I think they hope I will just go away. Quite disgusting.”
“I ordered two pairs of Christmas pyjamas for my daughters. I ordered to click and collect from a Sainsbury's local. I received an email saying the order had been dispatched and I'd receive a further email when it was ready to collect. No further email arrived. Two weeks later when a subsequent order was confirmed as ready to collect I thought something may have gone wrong. So I called the helpline. They checked and apparently a) the order had been lost in transit and b) it had been marked as "collected" from the store. I was offered an apology and a refund as they couldn't simply reissue the order oh and one of the items was now sold out. Sorry, this is simply not good enough. TU have stuffed up not once but twice and if I hadn't called the error would never have been identified. Then I'm supposed to sort out the mess they have made. They had my payment, they accepted my order, they made a pig's ear of it....a refund doesn't address the inconvenience, the disappointment that my daughter won't receive the pyjamas she requested or that I had to spend time on the phone letting them know they had a problem. I then received an email confirming one of the items was being refunded. I called to enquire what about the other item and was told they had both been refunded but only one confirmation is ever sent I pointed out I had now had to call twice, three times if you count the first time I called and the operative hung up on me. I am not impressed. I have been a Sainsbury's shopper all my life and I have used click and collect for other stores multiple times with no problem. The first time I use your service, it goes horribly wrong and no one actually seemed to care. You clearly don't want or need my custom is all I can assume.
I now find they have no complaints process , no email contact and all I can do is call the helpline who were so utterly useless in the first place”
“Waste of money and time shop with clothes online store because I have buy a product from them and they last the items and customer service don't care they refund my money and I buy back some of the items omg biggest mistake I ever made in my life kmt”
