Not everything is quite what it appears at first glance

Where to start with my modern Experience of Tesco and Tesco Direct? After moving into central Edinburgh, I find that the stores no longer stock entertainment items and have staff who are unable to perform the simplest of tasks. This caused me to turn to Tesco Direct, the convenient way to buy these same products and even earn clubcard points!

I ordered a 3DS game last Tuesday, used my clubcard vouchers and was given an estimated delivery date of Saturday, sounds great so far. Friday came and passed, no despatched item, so I e-mailed customer services to avoid a coslty 0845 call at 5PM on a Friday.

I was called on Sunday to inform me that the warehouse does not have enough items in stock to fulfill my order. I asked the CSR when it would be back in stock and he said he did not know and they cannot fulfill the order from a store or give me updates about stock in any other warehouses if any. I was now given the option of waiting for my order to return to stock or a refund which will take 5 working days and I'll lose my clubcard vouchers that I used on the transaction.

Currently I am waiting for an item which may not return to stock, may be in stock in a tesco store, cannot be delivered to the free "click and collect" service in tesco.

Finally I decided to check my order once more and was surprised to find that in the same hour, the Tesco Direct site still allows you to add the "in stock" item to your basket only to be told otherwise once you are just about to pay.

Certainly a poor service, broken click and collect, incompetent staff, long wait times and will often leave you feeling like you're being left in the dark. I'd pop along to a competitor website such as Amazon or even PC World before giving these guys a try again, better off spending your clubcard vouchers in store (If they still stock anything you buy that is!)

Abysmal

Ordered 3 x Toner cartridges from Tesco Direct, which I now understand to basically be more like eBay in the fact that your order is fulfilled by a third party and not by Tesco.

My order was unfortunately fulfilled by "Trove Shopping", who seem near impossible to find any more information on.

My 3 "cartridges" arrived reasonably quickly, but they had actually sent me 3 packs of A4 paper for my £90-odd instead of 3 cartridges! Not exactly great.

They don't reply to emails, don't answer the phone, don't call back, and I'm still here a fortnight later chasing a refund. Useless - avoid at all costs!

I rang Tesco, who didn't want to know and said Trove are nothing to do with them and they would do nothing to assist - great eh!

Fast delivery and great customer service

I ordered 5 items on monday morning, and recieved emails for each one informing me that each had been sent to the courier (4 with Yodel and 1 with Hermes). Not realising that Tesco used these couriers I was a little worried, as Yodel has a terrible reputation. However, the items from Yodel were delivered on Tuesday afternoon, very impressed! However, one of the items had a part missing, so I emailed customer services asking for it to be posted out to me, as I was recluctant to phone the 0845 number. I recieved a phone call from a very friendly lady informing me that I could have a replacement delivered and they would pick up the old one at the same time on Thursday. I recieved the Hermes parcel on Wednesday, and the swap was fine on Thursday.
All this was from the £3 delivery option which promised delivery by the Saturday, very pleased! As I had the week off work, this was very convenient, but had I been at work it would have been quite awkward with no one to collect packages. Would definitely use again.

good genuine quality

bought a garden stand for an umbrella
delivered on time and does what it says on the tin
very good

Items delivered quickly and well packaged

Pre ordered a bluray and was delivered on the day of release, what more can you ask.

Click and Collect to Local store a Joke, and diabolical customer services

On 20 November Tesco agreed to sell me 3 items. Bakugan Dragonoid Destroyer, The Amazing Web Shooting Spiderman, and Lego Spongebob Squarepants Glove World 3816. This was a Click and Collect order to be delivered to Luton Limbury Express.



It was agreed that they would deliver to me on the 21 November after 4pm. They failed to deliver two of the items Spongebob Lego and The Amazing Web Shooting Spiderman. In fact on tracking with Yodel I found out they hadn’t even sent these 2 items out. The status was ‘waiting for sender to dispatch parcel’. I telephoned on the 28 November, and I was told me that these items had been lost before dispatch. The Spongebob Lego was reordered and delivered the next day; however, the Spiderman was out of stock and I had to purchase elsewhere.




I purchased this from Tesco Direct with 601 Clubcard points and £3.72 in cash. However, I had to purchase elsewhere at a cost of £29.99 and £5 for delivery. I contacted Tesco because I have incurred losses through no fault of my own, but they were not interested and all they could offer me was a £15 gift card.



I received a response to my original letter sent to Customer Services, but I felt insulted by the response. I was told me that the contract is formed on dispatch, and that they can cancel. However, I ordered by click and collect and I have an email stating that goods would be at my click and collect store the next day.



Because of this the item that I should have received was out of stock. I have done my research and I know that there have been several problems with Tesco’s click and collect service.


In response to my claim for telephone call costs to sort out a problem that was not my fault. I was told that their local calls are just a few pence a minute. The number I telephoned was an 0845 number. I have a telephone service with Virgin Media and on checking the cost of making 0845 calls is currently 10.22p a minute. They were not interested in compensating me for these calls either.



I am very disappointed this Spiderman toy was an Xmas present for my grandson, and when ordering goods over the Christmas period time is of the essence.



I am very unhappy diabolical customer services.

Reliable and fast delivery

Great site to browse.
Full detail for product description.
Pity that my product didn't have click and collect option therefore I had to pay for the delivery.
But Tesco had done a good job to compensate that because my item arrived 2days after, secure signed, item as described and fully protected packet. Excellent!!

Great Service and Communication

After having major problems with Dreams and having to return a faulty bed, I was very reluctant to order another bed. However, I saw on tesco direct the perfect bed for my sons new room. When ordering I was prompted that I had unused vouchers and would I like to use them for this purchase. I had £71 of vouchers to use - bonus :) I got to checkout and got to pick my delivery day which was only 5 days away (could have picked and earlier one). However the next day we had a call from the delivery company (to say I felt sick was an understatement) they said that Tesco had made a mistake as I should not have been offered delivery that day as they were not in my area that day and could they rearrange delivery. Luckily it was for the next day. They told me that the driver would phone me an hour before delivery so that I did not have to stay in the house to wait for it. True to their word the driver called me to say he was on his way.

Why can't all deliveries be this easy - well informed and true to their word. Would recommend to friends and will certainly use them again - thank you

Good start but then very poor

I purchased a laptop, the process all seemed to go well from price, buying online, pickup and the product. Feeling quite confident about this I then looked for a bicycle, finding one that seemed very reasonable at £59.99, but on clicking the 'buy' option a price of £75 appeared. I tried several times with the same result. I rang Customer Services and was told there was a problem with the website and that I could buy at the higher price and try and claim a refund. This to me sounded unreasonable, so have tried again today and it is just displaying the higher price. A call to Customer Services said that they could not honour the original price. A very POOR SHOW.

Good/Bad/Good/Bad/Good

My online purchase wasn't as specified so I got onto Tesco to come collect and refund.
Ok, so it didn't go so smooth, I had to contact them again to explain the problem.
Once they got me in the system, they were all out to rectify the problem and try to please - their offer was more than enough to please me. They collected the product and said my refund would automatically go through and they gave me a little something for my trouble.
The product was collected.
The refund didnt' go through.
I contactect them again to be told the refund would be done (now 12 days after the product was collected) and I would get a call from a manager
No call and refunded only half!!!!
I contacted them again and whilst I was on the phone the Tesco representative emailed me the refund confirmation email there and then.
I am happy, I think that with such a big company like Tesco things will go wrong but they are the first to try to rectify the problem and are more than generous to keep their customers happy.
No quibbles and no questions asked, they please me.

Great!

I love Tesco direct especially when they tell you whether the product you want is in stock or not.

Service

Second time I've ordered something and they've emailed me saying its not in stock and will refund the money already taken. I personally expect better from a company of such magnitude in the U.K.

Never fails

Always on time and well packed - love it

I think you should change your delivery

I recently bought a cross trainer from Tesco Direct and placed the order on a Saturday evening. On the Monday I had recieved a few miss calls as I work a long hours,but on the tuesday I called them back and we arranged delivery the following day. I then decided that I would like a Tread Mill too, so I went back on line and chose one, I placed the order at the weekend again. On the Monday I recieved an e-mail saying the item had been despatched, then on the Tuesday I had a card in the letterbox saying that they would try and deliver it again on Wednesday. I called them up and I was waiting 20 minutes to speak to someone to ask if they could deliver it on Friday. After finishing work on Wednesday I got home to another card saying that they had tried to deliver my parcel again and because I was not in my parcel had been returned to the depot. So I called them again and this time I was waiting 30 minutes to speak to someone, I was told that parcel would be delivered on Friday. I just feel that the whole delivery process could be better.

great shop

i love the choice and of course the prices better than the top shops in the high street and more convienant

Just say no

Avoid at all costs returning items is a nightmare ..email and telephone support is abysmal

food

very good service,always arrive on time

Microwave

I ordered a microwave and was advised on line 2 day delivery, 4 days later I finally received it. I have not had the microwave a month and it has stopped working!

pfft

useless in my area no delivery to mid wales, PATHETIC

good shopping site!

good deals, easy to find everything

Good and reliable

I loved their service. No hassle payment process, prompt delivery good quality goods.

George Hampton found this review useful

Not too bad

Have only used a couple of times but service and delivery okay. However, double check their prices... they are not always competitive!

Really good after sales service

I bought a fridge and when it was delivered found that the plastic that goes over the top door hinge was broken. I found it easy to contact Tesco and reported the problem. 10 minutes later they phoned me back and said that the manufacture was sending me a replacement plastic cover direct ans also that Tesco were refunding me £5 because of the Inconvenience. Not only that but I received the part the very next day.
Well done Tesco.

TOP BARGAINS

I BOUGHT THEIR OWN BRAND TECHNICA DAB RADIO WITH CD/MP3 DISC PLAYER WITH USB FOR FLASH DRIVE FOR UNDER £70,
FANTASTIC BARGAIN

Very disappointing website - don't expect your order to be fulfilled

I have ordered various things from Tesco Direct and Tesco Entertainment, and although some orders have been fulfilled, several others have not been, with no proper explanation. The latest explanation was a new system having incorrect stock figures, which doesn't sound like a very good new system to me.

But any company that takes orders, confirms them via email, and then cancels portions of them several hours later is not worth doing business with in my opinion.

In the latest incident, they accepted my paint and Paint Pod order, but then cancelled the Paint, only to deliver the Paint Pod. Which is useless without the paint, obviously. However, despite me phoning them within 5 minutes of the cancellation email, I was apparently too late to cancel the Paint Pod. So I will be charged for it, and have to wait for it to be refunded to me card.

Totally unacceptable.

Great Sale Offers

Believe it or not, I have never ordered from Tesco Direct until fairly recently. I ordred a new table from the sale section at a hugely reduced price. Well, it arrived quickly as exactly as described on the website. I must say the price was fantastic, the product very good and the delivery was super quick too. Well done Tesco Direct, i will be back again!

Good prices but high delivery charges

I find the prices at Tesco Direct very competitive but also find their delivery charges a bit high. I am surprised, considering the profits that Tesco make, that they do not offer free delivery.

home sweet home

recently moved house and it was just perfect place to buy stuffs and they were all good quality plus cost-effective... so far so good

tesco

loveit loveit

Tesco Entertainment and Clothing (online orders)

This goes back as far as my Christmas online splurge with various companies.
I have to say Tesco was most improved (mainly going on the Tesco Entertainment section) and took the top title going by our own experience. This was based on their pricing, ease of use and delivery options.
I first ordered to the house being a bit sceptical about the store delivery when a friend reported they didn't get a good service with this option (Elgin, Moray store. Item never turned up and member of staff didn't handle things well).
However others I spoke to did recommend so I tried it. Fantastic! No problem with waiting for the Postie. Go down to local Tesco get your milk and bread and collect order at Customer Services on way out. Added to this I'd gone through an Top Cash back (online voucher company) when putting the orders in so got a nice surprise this month when I was able to claim a reasonable percentage back from these purchases. Not much but every little helps...
Tesco do get a slating sometimes but they are a massive company who are still young in terms of their online experience compared to Amazon etc (Amazon still looks better and obviously has more to offer).
With their recent bad press and statement about restructure I think Tesco are going to improve providing they do keep to their promise to invest in the UK.
Certainly worth recommending.

Excellent choice, and good service.

No nonsense site, everything easy to find. would recommend to others.

Outstanding service

I can't praise Tesco highly enough for their grocery shopping/deliveries. The site is user friendly and the service is easy to use.
All of your regular items are stored in a 'favourites' list so you don't have to trawl the site each time and at the press of a buttton a fairy godmother (or father!) whisks rounds the store, does your shopping and brings it round to you at a designated time!
How can they deliver this service for as little as £3.50 (at non-peak times)? It has saved me hours of time as I now just go buy fresh fruit etc.
Tesco does it again - amazing!

Terrible website and Clueless Service staff and systems

Tried to purchase a mobile phone for my neice £12 on the Tescodirect website using Tesco vouchers. After typing in the numbers over 3 times as the site kept crashing I was then told that one of the vouchers had a problem and system finally froze and crashed again. Vouchers gone! Phoned up customer service, lad didn't have a clue how to resolve, passed me aroiund the building. After phoning again I had to do it all again on the website which worked. Delivery to my local Tesco. After visiting local store twice being told that it had not arrived then it was 'lost' I had them arrange a home delivery and eventually item arrived...a £12 phone. cost me double that in time, phone calls and petrol money. Tescodirect indeed....

Good pricing poor range

Good pricing and delivery times, not great range. Argos or asda probably better in that respect.
Ever reliable so would use again.

Unhelpful and useless staff

Tesconchests consumers and makes the bit extra margin. At their 24 hour store, they do not take returns after 8pm.

I hope they sink and get wiped out.

Poor website that always causes Safari browser to crash

Every time I have endeavoured to use this website it has crashed my Safari browser. For an organisation the size of Tesco this is not acceptable.

Every Little Helps!

Tesco Direct is a wonder for me! I choose my item normally as cheap as Argos if not cheaper, order and pay online as quick as a flash and as I do my weekly grocery shopping on a tues evening, I can also nip over to the Direct desk and pick up my other order too for free. The clucard card points are added to my usual points and Tesco Direct, really is as easy as that!
Thank You Tesco ~ Yes, every little helps and you always HELP ME!

Value for money

Good prices, reasonable delivery charge, good product choice

Very Good

The service is excellent. Had a problem with delivery of wine and the customer service kept in contact and resolved the problem well

Nice Extras

Bought my iPad at Tesco Direct and got a free case as well as points, better than buying it anywhere else with Apples fixed pricing