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I've bought many items from Tesco over the years and I like the ClubCard points and especially the Boost promotions. I tend to get items delivered to my nearest store for collection then I don't have to wait in. I loved the convenience of ordering something online and then being able to pick it up the following day, however, since the introduction of the £2 charge I have stopped purchasing from Tesco in this way. I can see that this could have been loss making for them if customers are just placing small orders but why not introduce the charge if you are buying items under a certain value and if you are spending a minimum of £20 then this should fall under the free collection option?

Anyway let's see if Tesco come to the same conclusion if they see a decrease in sales in this way. Any comment from the online shop here?

On the plus point - I can see there are many negative reviews about Tesco, however, I in my experience I find that when Tesco does get things wrong - it generally pulls out all the stops to put things right. I don't think you can ask for more than that, things happen and mistakes are made, it's a fact of life, but it's how the company deals with such issues that makes them stand out. So I will continue to shop at Tesco in store and online [when I get free delivery obviously] confident in the knowledge that they will put things right if things go wrong. What I am doing though, in line with many other consumers, is spreading my shopping spend amongst the other retailers rather than a few years ago being a loyal Tesco customer. It's the way of the world.

I bought a canon printer from them, a few days ago.

Decent service, quick delivery. Packed nicely.

I really don't have any complaints, but reading the reviews here, I will see how they support me if I have an issue........watch this space, but until proven otherwise, I remain happy.

Tesco Direct reviews can't be trusted as they don't like poor reviews of customer service. Tesco getting worse all the time and they wonder why people are deserting them.
I reviewed a product as requested but their moderators refused it because I mentioned a problem of their own making with the service. I for one won't be using Tesco again.
Listen to the customers you have left Tesco or you will be losing them soon as well.

This is the honest review of my experience posted on the Tescodirect website. Tesco will not publish it as it does not meet their requirements, or in their words
Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!

Fantastic value
Really sturdy cross trainer and at £65 better than most at 3 or 4 times that price. I don't know what people are doing that takes them 4 to 5 hours to put together, I used my own socket set and put it together myself in about 2 hrs. That being said, as people have mentioned some common sense is needed when putting what bolt where as the instructions could be a little clearer. The only downside I experienced was delivery. It did not arrive on the specified date, (handy when I took a day off work). Called customer service, credited me £10 for inconvenience and they would call me back to let me know what happened. They didn't call me back so I called again and was told tomorrow. Recieved an email the next day to say it would be in 5 days. Called customer service again to be told it would not be 5 days but only another day late. So delivery 2 days late and I had to insist on speaking to a manager before I was given the correct delivery date. That said the product is great, the service not so, hence only 4 stars.

We ordered a pressure cooker for Christmas 2015. An item arrived by carrier on 22nd December which turned out to be a salt and pepper mill set. We rang tesco immediately and were told that they could do nothing about it prior to Xmas. We cancelled the order so that we could make alternative arrangements. The agent in customer services was more concerned with return of the goods that had been incorrectly sent and although confirmation of refund was received , it said that the refund would not be issued until the goods (which were not the ones we had ordered ) had been received back and inspected back at depot. It was treated as if we were returning goods we had ordered when in fact the item they had sent was the wrong one. The agent assured us we would receive a call from the despatch company to arrange collection within 48 hours. As per 28th Dec ( 7 days later ) we have received no call in this respect. So as at this point Tesco are holding our money and we do not know when we will get this back. I am over 65 and cannot afford to spare this cash especially at Xmas.
When I look at the review sites it is scary to see how people have been treated by tesco direct. We will never use them again and would strongly recommend anyone for whom delivery date is crucial, not to use them either. Whatever happened to the old tesco excellent customer care policy. they clearly don't care anymore and their bureaucracy is daunting. They will I think lose out badly in the end.

Spent over an hour tring to order 4 items. The prices were different to that in the catalogue, many items they did not have and when it came to pay they suddenly added £3 per item for delivery. In desperation I went to Ebay. In under 5 minutes I had ordered the same 4 items WITH FREE DELIVERY and paid for them at a cheaper price. Tesco Direct IS A DISGRACE

For a big so called reputable company, they have failed miserably, poor poor service & even worse customer service.

I placed an order on 23/11/2015, some items where not available so I chose alternatives with my final order consisting of 21 items.

I got a conformation e-mail that confined items where all in stock but the delivery to my chosen click & collect store would not be until 1/12/2015 a little bit longer than I expected it does normally come quicker.

Then 1 by 1 I got e-mails 6 in total to say a specific item was ready for collection I went along to the store each of the 6 items which consisted of 3 x gift wrap, 2 x gift bags & a wreath had all been packaged in separate parcels they could quite easily have gone in 1 without causing any damage how pathetic ........... no sign of the other 15 items.
Then out of the blue I received an email today 3/12/2015 2 days after my order should have been with me to say 3 items are out of stock ?????? WHY they where in stock when I ordered them & I should have received them already. But still nothing about the other 12 items, I would also like to say that all of the above have been paid for.

so I phoned the customer services, just as bigger joke, I gave my address postcode, deliver number but oh apparently I've never made an order & she called me by my name. Sorry!!! If I've never placed an order how do you know my name I've not given it to you.
Then I got oh my mistake I can see your order. Your orders delayed because of Black Friday being busy, I said but I ordered before Black Friday her answer oh well part of it has been delivered & you've picked it up, so I asked about the rest to be told I don't know, I'm sure it will get there eventually, hopefully before Christmas....
What!!!! I want to know when but she had no answer & no one else was available so I said I'd wait for someone to become available 30 mins on the phone waiting then it got cut off.

Worst customer service ever
MY RECOMENDATION NEVER BUY FROM TESCO
Who knows if & when I will get my stuff.

Always on time. What more can I say?

Occasional great prices too.

I bought a TV a couple of weeks ago as I felt I had found a bargain, especially as I could use my club card vouchers in the boost promotion earning me a £60 discount. The TV is listed as being wifi enabled and upon speaking to customer services I was told that it had built in wifi, I'm pretty certain it doesn't. Upon arranging the delivery of a replacement, as customer services were adamant that it has built in wifi, the TV was not available for delivery to the three different addresses that I provided or to my nearest store despite having had the original delivered there. I was told that my only option would be to arrange a collection of the faulty TV and then rebuy once refunded, however, this way I would lose my club card vouchers as they would not be refunded until February. After numerous complaints I was told that once the faulty TV had been collected I could get in touch with customer services for them to process the refund immediately so that I could re-buy the TV, I could then forward on my new order number to receive a £60 refund in place of the lost vouchers. I followed this advice and upon contacting customer services they told me my refund had already been processed days ago, I waited some more and 2 days later was told by someone else that the refund had now been processed that day. It has now been over a week since I returned the faulty TV and I have not received a refund. I have also been told that I could have had the TV replaced and delivered to my address in the first place despite originally being told that this was not an option. I'm very disappointed with this whole experience and will not be buying anything like this from Tesco Direct again.

Ordered a child's swing and seat from tesco was emailed saying the order will be split in two as will be dispatched from different warehouses, ok does not both me if they splitting order just let me know when it's coming and will get someone in (I even selected option to leave parcel round the back if not in). So Sunday night I get an email from tesco saying the swing will be delivered on Monday and the driver will phone 30min before GREAT, Monday morning I get a text from a delivery company saying they will deliver between 12-2 so I arrange for my parents to come over and sit in for me. My parents arrive at 11:30 and there is a note through the door stating the item was delivered to a neighbour the only neighbour on the block nobody likes you know everyone's got one. I phoned tesco and asked them why they could not deliver at a time and date set by themselves the girl on the phone was not bothered so I told her to cancel the rest of the order but low and behold just woke up to a email saying there bringing the rest of the order today.

Order ref 46V8XWGWP

Ordered a few items over a week ago and they still haven't arrived, so I decided to contact them. After being put on hold and having to repeat the items 3 times I was informed it still hadn't been dispatched and it should be with me in the next 2 days. I don't hold much hope!

I have ordered items from the USA and had them in 3 days... so to wait a week without receiving them is beyond a joke. Furthermore, they were full of excuses about a back log of orders, if they are getting behind on orders then they should employ enough staff so that doesn't happen!

I will never use them again.

I ordered I Pad a week ago, got confirmation that item would be in store, the item has not arrived at store still, and no one in Tesco direct knows where it is. They can’t confirm when I will get it, though I have paid for it. There’s no communication, no call back as promised from customer services ‘manager’ if he was the manager. Poor service, be cautions in ordering you Christmas gifts, if you want them on time, that is.

Tesco delivery takes the chore out of grocery shopping. Book a slot, choose your goods, then half an hour later , you're done. Used to take me a few hours a week to do a weekly shop. Not any more, which frees up time for other things less banal. Friendly delivery staff too - always helpful and polite.

This is my first tesco experience:

- 23rd of August: ordered and paid extra for next day delivery
- 24th of August: supposedly dispatched for delivery on the 25th (this is not next day delivery, this is 2 day delivery)
- after 24th of August: Trying to click on the tracking information (I paid for tracking) always gives errors. No follow up email or automatic notice of tesco that this is undelivered.
- 1st of September: raised an incidence with tesco for non delivery. No response to customer query of non delivery.
- 3rd of September: asked to review the never arrived product
After contacting customer support multiple times, I now get asked to review the product.
I take the time to review their service.
- 5th of September: I receive an automated email informing me that my review had been moderated and deleted. Behaviour like this makes websites like TrustPilot necessary in the first place. Being an ever friendly customer first place, they ask me to submit a new review. As if that would help.
- 3rd of September: Meanwhile, I call customer service - finally get through, guess what, tesco direct aren't responsible, and I get a new number for tesco direct market place. Tesco direct market place doesn't consider itself responsible either, and (guess what) I get an email to the market place provider with an official complaint address. Writing them an email finally results in an answer along the lines of "oh yes, that box got returned to us ages ago, it is just sitting here, would you like a redelivery or a refund?"

Front to back terrible service, a mocking of a customers time and the 100% opposite of amazon's customer service. Next time I'll use amazon again.

I am really surprised by the low rating of Tesco direct on Trust Pilot.

I'm not a fan of their grocery stores, which is full of false deals and I know they treat their suppliers terribly. However I've used Tesco Direct for many purchases and most purchases have been completed without mishap.

The main problem I had was that their in-store collection desk used with their click & collect service is often un-manned. Very frustrating when you see lots of staff just stood around chatting to each other or 3 of them all serving one person on the electrical section.

In a survey I complained that there wasn't even a Bell to ring to get some attention but the next time I visited the store some 2-3 weeks later, a bell had magically appeared. Could they really have listened to a survey? Can still be awhile before someone comes to serve you even after pressing the bell though.

My last purchase was a large hardwood dining table. Unfortunately this purchase didn't go so well but Tesco was only at fault for choosing a terrible courier, Arrow XL. The courier claimed the goods has been delivered on their tracking system, when I knew it hadn't. I made several calls to them and never got the promised call backs. I didn't make any progress with them and they just kept telling me to call back later.

Calling Tesco Direct was much more productive and they bent over backwards to help resolve the situation and also gave a large compensation payment for all the trouble.

So Tesco Direct may not be a 5 star company but it's definitely better then the current 1 star rating.

I needed a tent and accessories for a last-minute camping trip, I was so pleased to find some great deals at tesco direct and they also had a count down clock on there site which informed, and encouraged you to place an order quickly to get next day( 24hrs) click and collect from your local store. This was fantastic as my trip was the next day. I had to spend quite a long time finding the right priced items I needed that also carried the 24hr service but finally found everything I.needed in.the allocated time frame. Only one.item ever arrived I received a text in the afternoon telling me other item was delayed another 24hrs, order cancelled trip cancelled, wasted day off work,shopping at tesco direct again..CANCELLED.. I.honestly believe they had no.intention of getting my order to me in 24hrs just a ploy to get your cash, desperate measures for a desperate company.. The next woolworths

Been ordering off tesco direct for a good near 7 years now.

I have only had maybe 2 bad experiences if i be honest from then to now.
1 was a lady on phone, when trying to cancel my orders said i couldnt but i knew i could, she wouldnt let me, so i phoned another line and no problem.
A pre order game turned up 2 weeks late.
Thats it

Ok Postive.
I order mostly games and films from the site, Always cheap games, with offers that beat any other site
Films pre orders always get them 2 days before Release date. Somtimes this with games aswell for 2 days.
All other items i have got when they said they be here or sooner. This includes Click to order.

Bought A camera recently using Tesco Direct.
It was a trouble free experience.
Used the collect system from store.
Got 2 emails one when I ordered it One when it was ready for collection and even got a telephone call telling me it was ready for collection
First Rate

Ordered a Hudl2 for collection on a visit back to UK. Received email to say it would be ready to collect Monday 3pm. On arrival at the store the manager had no idea about it and helpfully said I would have to contact Tesco ! No other help at all. On contacting them was told the order had never reached the shop and I would be refunded but I did get £5 extra as a gesture of goodwill. Still don't have a Hudl though !

We ordered an Electric Lawn Mower on Sunday 07/06/2015.
It was in stock and so we placed our order to be able to collect from our local store the next day.

We paid online by card and using clubcard vouchers. We received confirmation at 13.10 that our order was being prepared for despatch. However, we received a further email at 15.10 to say there was a ‘problem with the order’ and that Tesco Direct couldn’t fulfil it.

We contacted Tesco Direct via Twitter to try and find out what had happened. To our astonishment, I was informed that the Tesco Direct website is not ‘live’ so between ordering and despatch, items could, and do, go out of stock. Frankly, I find it incredible that a company the size of Tesco Direct is unable to manage stock on a ‘live’ basis and efficiently enough to fulfil customer orders. Further astonishment ensued when we were informed that the item was now in stock if we wanted to re-order it! Tesco Direct offered a £10 Moneycard as a ‘gesture of goodwill’ due to the inconvenience.

However, below is a breakdown of our original payment:
Cost - £166.00
Promotional Saving - £15
Exchanged Vouchers - £57
Total paid £94 .00

The £94 has been refunded to our payment card.

We were informed that the 2699 points would be refunded back onto our clubcard account.When I queried this on 08/06/2015, insult was added to injury when I was informed it would take up to 5 working days for these points to be refunded. But the best was still to come! These will now only be converted into vouchers on our AUGUST statement.

So having confirmed it was in stock, ordered and paid for this item and been informed it was being prepared for despatch, we were confident that we would be collecting it the next day.

Having used our vouchers and taking advantage of the promotional offer, we would have saved £72. Because of the ineptitude of Tesco Direct, we would now have to pay an additional £47 (until 17/06/2015 when the promotion ends when it will be an additional £62). Still, they have offered a £10 Tesco moneycard as a gesture of goodwill which they’ll get back anyway as it can only be used at Tesco……maybe I’ll put it towards paying for someone to cut my lawn.