TescodirectReviews of tescodirect.com

Bought a Chest of Drawers from Tesco Direct, from one of their "partners" Steens. Says it was white - More off white/cream. Drawers did not align properly, as pre-drilled holes were not straight. Two drawer runners broke and we decided that with all of the issues we wanted a refund. Clearly not fit for purpose and poorly made. Called up Tesco customer services on 4.6.17 and arranged for a collection and a refund. That part of the process was easy and efficient. That is where my dealings with Tesco went horribly wrong and the "customer is king" motto certainly does not feature at all in Tesco's ethos!! I was asked when I booked the collection, if I had the original packaging - As the drawers failed a couple of weeks after we put the flat-pack together, I had not kept any of the packaging. I explained this and that the unit was fully assembled and was told that would be fine to take as a whole piece of furniture, as long as it was wrapped. Was told that I would receive an email from the Courier firm, which I did on 5.6.17, from XDP, and confirmed the date of my choice on their website, and registered that I did not have any of the packaging. This confirmation was followed up with an email on 11.6.17 with the Collection documentation and Collection Receipt. My son was able to take the day off work, to stay in to be able to be in to meet the Courier. However, the Courier did not arrive. I called XDP and was told that Steens had aborted their collection, as I had marked the Collection note with "No Packaging". However, thanks to Steens, they didn't think to contact me, the poor customer, who had bought their faulty product and now further inconvenienced!! I called Tesco customer service again and explained my dismay at the fact that I had not been contacted, my son had lost a day's pay and wasted his time. I spoke to a chap called Peter, who promised me that someone in Customer Services would look into the issue and call me back the next morning. Yes, you guessed it - no call back and I had to call again and spoke to Irene. 20.6.17 I explained the whole scenario again and was told that I had to completely dismantle the built piece of furniture and pack it in any packaging in order to send it back. The Courier would not be able to collect a whole piece of furniture, but only boxes/bags etc. I explained that surely as I had wrapped the chest of drawers in blankets and cardboard, it would be easy to put it on a sack trolley and just put it in a lorry. I was informed that the only way I could be refunded, was for the item to be fully dismantles and returned. I was not happy as what an inconvenience to me. I explained that by dismantling the unit would cause potential damage, some parts screwed together, glue on certain parts etc. I asked to speak to a Manager - Mark McFarlane I was put through to. He listened to my scenario, the inconvenience I had been through and called Steens. He told me again the only way I could be refunded was to have another Courier collection and the fully dismantled chest of drawers packaged up and returned. He arranged for a collection today, 24.6.17. between 7.00am and 7.00pm with Yodel. I asked if I would get an email confirming the collection and return labels etc. He said I would. Yesterday, 23.6.17, neither my wife, nor I had received an email (of course, nothing to date has been simple with Tesco Direct Returns Policy!) - So I called Customer Services AGAIN and the lady I spoke to looked up on the notes on my file and confirmed that I had got a collection booked for 24.6.17 with Yodel and gave me the Tracking Number. She advised that I would be able to get an estimated time for collection in the morning. So I logged on to Yodel site this morning and typed in my Tracking number. It confirmed that the collection had been booked on 20.6.17 and on 24.6.17 the Bristol depot had received the Collection advice at 06.10 am. We still had not received an email confirming delivery. So, at 9.30am I logged on again to see an update, but nothing showing. I commenced an online live chat with Barnaby at Yodel, to ask for an update and ETA. After 20 minutes, he confirmed that there was NO Collection scheduled for today (24.6.17) and it was booked in for Monday 26.6.17. I then called Tesco Direct customer services AGAIN. Spoke to a young chap and explained the scenario that the 2nd scheduled collection was not happening today, and he said that they were not allowed to call Yodel themselves, so the only option was to book another collection day!!!!! REALLY!!?? I asked him to read the notes attached to my file - I then asked him to contact a Manager i could speak to - I spoke to Diamond in the Bury call centre. She was helpful and assured me that she wanted to resolve the issue. Reiterated that it was Company Policy that the item definitely HAD to be collected and sent back BEFORE any refund could be made to my card. The Managers do not have the authority to refund any customer in a dismal situation such as mine. She apologised that I shouldn't be in this situation and that she wasn't able to call and speak to Yodel. However, she did then suggest that of course if I lived near a Tesco Extra store, I could take it there myself!! Why hadn't this been suggested to me in the first place? She called the nearest store and spoke to the Duty Manager, who said that we could do this. I called my wife and son and explained that this was now an available option. They were making the car ready when the doorbell went and Yodel were there!!!! WHAT A CARRY ON!! Mr Lewis - CEO Tesco PLC - Please read my plight..... Should I, the customer have had to go through all I have had to, to effectively resolve the predicament we are in? Should I really have had to go to the trouble, time, effort, stress to completely dismantle the piece of furniture, just so the courier could remove this item? It would have been as easy for them to transport the whole item. More chance of damage being dismantled and placed into boxes to return. What about the wasted time of my son staying in? What about all of my phone calls to Tesco Direct? Why were there the failures in communication between yourselves, your couriers etc? I purchased the item from Tesco Direct, but was made to feel that it was nothing to do with you, as it was one of your "partners" who supplied it. Unbelievably poor customer relations, poor systems and I feel totally let down, stressed and disappointed. Your Managers are not empowered to resolve my complaints, due to "Company Policy" - All seems a complete nonsense, when the box I have returned, will clearly be binned!! All I wanted was a swift and pain-free solution, and an offer of a refund, and a reasonable and justifiable gesture of goodwill. I look forward to your comments and resolution

Ordered a trike for my 10 month old due to be delivered the 20th June. This was not the case so I got in contact to see when this would be delivered as I needed it for the following week. A lovely man called Chris was very helpful in the phone and continued to keep me up to date with phone calls throughout the day. Sadly I missed the second one so he left me a voicemail to say he had requested a new one to be sent for express delivery the following day. As delivery did not happen the first time I didn't get my hopes up but at 9am the following day there was a knock at the door and there is was. Fantastic customer service and Chris is an asset to the team.

Wow. A lot of negatives on here. I find them very reliable.

Ordered a £20 kettle last Thursday, it arrived in Inverness on Friday afternoon but nobody could be bothered to take it to the store. Called twice on Saturday but still no sign of the kettle. Called on Sunday and was promised that Yodel would deliver, Free of Charge, on Monday. Waited all day Monday for a delivery - surprise, surprise, - no kettle Called on Tuesday and staff apologised for the delay and assured me it would now be delivered on Saturday. The tracking information indicated that nobody at Yodel, Inverness could organise this so another kettle was shipped from deepest England. Guess what? - no kettle arrived. Waited all day today to see if the promise of the last e-mail would be kept. I won't bore you further - needless to say I will NEVER use Tesco (anything but) Direct again!!!!!

1 star is too good. Ordered a sofa, due to be with me but never turned up. I chased the delivery company and Tesco, who both told me lies and contradictory information. Still no sofa and nobody returns your calls. Even dealing with it as a complaint, nobody cares. No continuity. They do take your money straight away though. I bet when I finally get to the point where I ask for a refund it will take 5-7 days for the money to reach me too!!! I would suggest, if you can touch it and take it away from the shop adleast that way you have the item in your possession but don't order furniture items. Also, don't expect quality customer service if you have a problem.

Items missed from my order with no notification, a couple of other items were best before on the day of my delivery, not good enough

Id rate zero if it were an option. I am usually a loyal Tesco shopper but not any more. I ordered a bed frame from Tesco Direct from one of their Partners ‘Comfy Living’. The experience and ‘customer service’ I received not only from Comfy Living but Tesco was nothing short of appalling. The delivery was supposed to be by Monday 12th June at the latest. This did not happen after I waited in all day on a rare free weekday. I contacted Tesco Direct to be told that as it was a partner all they could so was contact them. As they were closed I was told that a message would be sent for them to contact me. This of course did not happen. I received my parcel the following day on the 13th at approx. 2pm. When the driver brought it he said ‘I was going to bring this yesterday but the depot said as the box was damaged they didn’t think you’d accept it.’ And he was definitely right. The box was visibly damaged and barely holding together with visible damage to the bed frame. Yet again I contacted Tesco about 10 minutes later, who basically told me to contact Comfy Living with photographic evidence and that Comfy Living would then call me. I did as instructed and yet again no reply from anyone. I then called Comfy Living to chase them up as I was without a bed at this point and in need of a prompt resolution. They were the most unhelpful people I have ever had to deal with. I was told either a replacement could be sent or it could be collected for a refund. No apology or even understanding of why I was so annoyed. I hadn’t even opened the packaging as I was worried I couldn’t get it back in. I said ok I am free tomorrow to be told ‘Well you’ve missed next day as it’s after 12.’ Bear seems to have in mind the parcel was a day late and it was 2pm when I received it. I then offered Saturday as I work weekdays currently as does my partner and family. I was then told they don’t deliver at the weekends and that could I not get a day off or get come else to sit and wait. I understandably told them that I couldn’t as I had already had 2 days mid-week to wait in on this being delivered and that there must be a courier that delivers on a Saturday in the UK. They said that they can only use their partnered courier and they don’t work Saturdays and their office is also closed Saturdays. The next available weekday I have is the 26th of June. I cannot be reasonably expected to be without a bed until then and quite frankly I wouldn’t even want another bed from this joke of a company if that is the state they send products to a paying customer. The person couldn’t come up with any decent answers to my queries or any solution so I asked for it to be escalated to her manager who I was told was the office manager as well and was busy so she would call me back. Imagine my surprise when she actually knew how to return a call unlike anyone else I had dealt with. She was very apologetic but basically just reiterated what her colleague said about the courier not being available at weekends but did say she would go away and look at further options with regards to couriers and that if I opened it and if the damage was not to extensive I could keep the bed for reduced price. She asked me to send over further photos that night and she would deal with it in the morning. She promised to call me first thing today on the 14th but seems to have contracted the same phobia of calling customers as everyone else. I contacted Tesco again last night to be fobbed off with the same old story. I told they that were in some way responsible for ensuring that their partners were kept to a standard and all the agent kept saying was that my contract was with Comfy Living and nothing to do with Tesco although I had purchased it from the Tesco website. Now imagine my surprise, upon a little digging, that on the Tesco website it states: “What if I contact the Tesco Partner and they don’t help me? All of our Tesco Partners exist as businesses in their own right and they have their own customer service operations so we find the majority of issues are resolved quickly. However, in cases where the Tesco Partner has failed to resolve your issue, you can escalate the issue and ask us for help in resolving your problem. Please see the Tesco Partners Guarantee for more details on the process. What is the Tesco Partner Guarantee? We know that you may not have heard of all of our Tesco Partners and understand you may be reluctant to buy items from third parties. The Tesco Partner Guarantee is available to reassure you in that should anything go wrong between you and the Tesco Partner we will liaise between you both to resolve your issue and secure your refund of the original amount paid, should this be due. Please see the Tesco Partners Guarantee for more details.” The Tesco Partners Guarantee states that: “If you are not satisfied with the service you have received from a Tesco Partner you can ask us for assistance. We will support you as part of the Tesco Partners Guarantee to help you when an item has not been received; an item is faulty or damaged; or if you have not received a refund from an order that you have returned.” This totally contradicts what the person told me over the phone and they have failed to meet that guarantee but providing me zero assistance when I have told them time and time again that Comfy Living are being incompetent in dealing with my issues. I decided to do a little bit of research on Comfy Living as I suspected there may be more instances of this happening. And no surprises when I looked on their Trust Pilot reviews and found them way below average 3.9/10 with review after review alarmingly similar to my experience of both Comfy Living and the way that Tesco have handled it. I opened the bed last night and found the damage to be extensive and not something I would be willing to keep for any amount of reduction in price. The bed frame was scraped in multiple places and was also absolutely filthy. So dirty in fact that my hands were black with dust upon touching only some of it. I took what photos I could and sent them over to comfy Living as per Georgia’s requests with my contacts details and the fact I needed an urgent reply. As it stands at lunchtime, I am still waiting to hear from Georgia the manager – even after I called and asked for her to call me again. I have a bed that is damaged beyond an acceptable state. I can’t have the bed collected as they don’t have any suitable couriers available, when the damage is in fact their own fault and not as a result of just my unhappiness with a product. I require a refund ASAP as I now need to buy another bed because currently I have no bed. Contacted tesco again. Useless again. Passed to another person yet again. Still no bed. Still no refund. Well done.

What a 'crock of sh..' Tesco direct customer services are. Never buy anything that involves Tesco direct brokering out your order to Hotpoint. Waited 4 weeks for the delivery of a hotpoint washing machine. Hotpoint communication around delivery was good. On arrival - the so called 'white glove delivery' was a guy with filthy hands who unpacked the washing machine to find front panel loose!! He pushed it together and said 'yeh just clips in'!! Not having paid for the connection with them when I did have it connected does not work. Doesn't switch on...... Rang Hotpoint to inform them and they said not their issue as purchased from Tesco Direct but gave me an uplift no to give to Tesco. Rang Tesco (automotive phone system directed me to Hotpoint ! ! ) Eventually got to speak to a 'customer service' operator who had no clue how the system worked and tried to fob me off with this is Hotpoint responsibility- and then he had the audacity to cut me off when I asked to speak with a manager. So I was still not aware of how I would either receive a functional washing machine or have a refund. What he clearly did know is that Tesco Direct will not process a refund until faulty goods are back and checked - but he had no clue how long this would take. I had to ring back and ask to speak with a complaints manager who gave me assurance that she would speak with hotpoint next day and call me with information around pick up of non working new washing machine. She did not call so I have rang Tesco direct again just to get another zombie who can not tell me what's going on. Feel it's time to talk to my friend at Which. When will arrogant companies realise all customers want is to feel heard and kept informed of what is happening. 2 days later I had to contact them again - this time got a real customer service lady Linda who did her job and resolved the situation - but still waiting for Hotpoint to call!!!!