Online -shop 

I've got to say that the 'click & collect' part of my transaction was pretty flawless. I ordered 3 large cans of Dulux paint online. The website was easy to use and the friendliness and efficiency of the staff in store when collecting my items was great.

However my whole shopping experience with Tesco Direct was soured after discovering the condition of my products and then speaking to "customer service". After getting my paint home I discovered that 2 of the 3 cans of paint had badly leaked in their box. One of the cans had actually been packed upside down in relation to the keep upright sign. Either way for 2 cans to have leaked it clearly indicated to me they'd been transported poorly.

So I decided to call customer service. After calmly and politely explaining the situation to the agent on the phone I was met with what I can only explain as 'wild indifference'. He neither seemed to care that a customer had been inconvenienced or particularly bothered about resolving the situation. He didn't even offer an apology. In fact the conversation was like pulling teeth. There were actual moments of silence after I spoke where he just didn't say anything. At one point I even asked if he was having a bad day as my call seemed to have annoyed him.
I didn't want the hassle of taking the products back for exchange and ultimately I felt the paint was still usable (albeit messy) so I asked about a possible goodwill gesture or perhaps voucher off my next purchase.
At the start of the conversation the agent was adamant that was something he wasn't authorised to do. It was exchange or nothing. It was only after I got annoyed about his total lack of customer service skills did he then offer a 10% rebate. He didn't go off to get this authorisation so his earlier statement that he couldn't do it was completely false.

I appreciate that from time to time things can go wrong. But at the very least, you expect to be dealt with in a friendly, professional and sympathetic manner. Tesco Direct failed miserably today on all counts. I will certainly think twice about using this sevice again.

Well this all started back in March (today is 18th august) we selected a sofa at county furniture stores as they offer a made to measure service. Great we thought it will fit exactly where we want, the sales assistant was lovely and couldn't do enough for us. We paid our deposit and were told delivery will be around 8 weeks but on our invoice they put 10 weeks "oh we always put that as little delays can happen" the sales assistant told us when I enquired fair enough I thought as it is made to measure.
8 weeks on we had not heard anything so I thought I would give them a ring
12 weeks minimum I was told when I asked when it would be arriving but I was told 8 I argued, the reply was we would never say that! But you have written 10 weeks on the invoice me we would do that! Was the very surely response.
12 weeks came and went with no phone call so I rang them no it's not here bit it's late as you changed you order halfway through was my next answer I argued that we hadn't changed anything at all so they told me not to worry as 35 other customers we waiting too!
In the time up to 18 weeks waiting we were told on two occasions that they had the sofa and it would be delivered in the se week only to be told on delivery day that they didn't have it. I spoke the the store manager who said you can't have arranged delivery as the fabric to build you sofa isn't even in stock!
20 weeks on we were promised delivery on the 16th august by the director of cfs who would personally see to it that it arrived today is the 18th and have just been told it will be another two the three weeks!!!!!!!
Craig the director is suddenly too busy to speak to me as he is opening another branch in Slough
Well cfs I suggest you concentrate on getting goods to your customers who have already paid rather than opening new stores which you obviously can't supply properly!!
Avoid this company like the plague!!

I bought a bed which was due to be delivered in 1-3 days.

It finally arrived after three weeks (delivered by some seriously grumpy delivery men). This was after spending about three hours, in total, on the phone to Tesco and the delivery people. The item was cancelled and re-ordered on 3 occasions, twice without informing me. I kept on getting texts saying it would be delivered, then it never was. Tesco blamed the couriers. The couriers blamed Tesco. Nobody seemed capable of actually working out what was going wrong.

To add icing to the cake, Tesco "moderated" my clear and factual review on their site to prevent it appearing there.

Tesco online shopping experience doesn't live up to the other supermarkets. They get 3 stars as the site itself is ok, but the onward experience really lacks. Early, late, disorganised and erratic approach to delivery and then really hard to reach your local store via customer service to get a clear idea of the status when the delivery goes wrong. In years of Ocado / Sainsburys etc not had these problems, so it's low marks on delivery and customer services but ok marks for the site itself and online shopping experience up to delivery.

Swapped from sainsbury groceries online to tesco because of a cash incentive and because certain items I regularly buy seem to be cheaper. First two deliveries went reasonably well except for two items that were unavailable. Something that rarely happens with sainsbury. Third delivery was a nightmare. First I got a text saying they were running about half hour late, no show for another two hours so I rang customer services. No excuse from the rep, no one at the depot in Enfield would pick up the phone when he tried to call and was told I'd get a call to give me an update, though it was obvious the rep wanted me to just cancel the order. My dinner plans were ruined but I decided to persevere with the delivery as I had no time to visit the shops in person. Finally rang again to be told a voicemail had been left on my phone confirming delivery between 9 and 10pm. I was assured this would definitely be on time. No delivery by 10.15pm so rang again and was blithely informed it would turn up eventually but definitely before 11pm. Furious as I had a very early start the next day, I waited until 11.15pm when a harassed but very nice agency driver delivered my shopping telling me he had been called in to cover several late deliveries for technical reasons.

The next day I had the chance to look at my receipt: 3 items not available and two items they had charged me for that were missing. Rang customer services and got a refund but didn't get the impression they were that bothered and that it probably happened on a regular basis. Sent an email complaining and have yet to receive a reply.

I've never experienced such bad service with sainsbury and generally they have a better attitude. After all, online shopping is supposed to save you time so what is the point if you have to go anyway to replace missing and unavailable items, or can only be at home during the delivery slot. Not keen on their website either as they always estimate the price whereas with sainsbury the confirmed price when you checkout is what you pay unless you get a refund for unwanted or damaged items, plus they have a fuller selection of goods. Couple of other quibbles about their system, but it is the unreliability that is the real deal breaker. Apparently, they are reducing the cost of delivery in some slots to as little as a £1 - yet surely if they can't provide a decent service at the current prices, this is a mistake.

Will await with interest a reply to my complaint, but I'm not holding my breath.

I've been using Tesco direct for years so there has to be a reason for that ? That reason is because I`ve never had any issue`s with there customer service even when there has been a fault or issue with an item they have been more than helpful in rectifying the problem along with being in a professional and courteous manor . If your looking at buying from tesco direct then don`t hesitate because I buy regularly from them because I trust there prices and after sales customer service 100% .Every company on this planet has there off day and Tesco`s maybe are no acception on the odd occasion but I`ve never had a problem with them ever so I would recommend them . Thank you... MaxsoundCarAudio

We ordered a sofa online 3 weeks ago and received a delivery date for the week after. Unfortunately we were not available that day so arranged delivery for the week after. Come the delivery date we sat at home patiently waiting for our new sofa. We checked the status of our delivery mid-morning to discover it had not been dispatched, so we contacted customer services only to be that the sofa was no longer in stock, no-one had told us this even when we rang to re-arrange the delivery date, when was someone going to let us know? We ordered this sofa for our new holiday home and have our first visitors in 2 weeks which has left us hopelessly stranded now as most orders take 6 weeks and we will probably have to spend more to get something in time. We also based our entire colour scheme and planing around this sofa, I cannot tell you how let down we feel.

Fast site in my opinion this is one of main thing there should be! Also it's kinda easy to navigate. Regarding the prices - average competitive market prices !

I bought an ourdoors picnic table. Could not believe that it was actually cheaper in the shop, when I walked in last week.

Left a review on their site about the 'Kendal 3 Door (Centre Mirror) 4 drawer Wardrobe.' Also described on their site as 'Kendal 4 Drawer Robe') It wasn't very complimentary - but said nothing that was untrue in any way. I also reviewed their Kendal 5 drawer chest. That was slightly better, but I only rated it at two stars. They published the chest review, but not the wardrobe. Here it is:

"A friend contacted me last week, asking me if I could assemble some flat pack furniture. I agreed, assuming it'd take a couple of hours at most. The flat pack was a Tesco self assembly wardrobe - the Kendal 3 door (Centre Mirror) 4 Drawer Robe. I started at 10 a.m. By 1:45 p.m. I was just finishing what has probably been the most frustrating job I've done in years. I'm a joiner with 46 years experience - most of it on second fix work and a fair bit of built in furniture and kitchens - and I can honestly say this is the worst piece of home assembly furniture I've ever seen. Screws: cheap, poor quality, badly machined - and PHILLIPS! Nobody uses Phillips screws these days; pozidrive screws took over in the UK over 40 years ago! Couldn't use either my cordless or impact driver - the heads just rounded - even with a new (Phillips No2) bit. That meant all the screws had to be tightened up by hand. Carcase parts: supposedly numbered; in fact many of the numbers (stamped on the un-edged chipboard edge) had smudged, making them completely illegible. The only way to identify some parts was to check all the other parts and eliminate them, instead. The wardrobe sides were supposed to have been 'punched' in order to assist in placing the hinges and drawer runners. In fact the 'punching' tool - whatever it is at the factory - must be so worn as to be utterly useless. I literally had to use a magnifying glass to see some of them. The crowning piece of pathetic penny-pinching though, has to be the cams. These are normally - even in the cheapest flat packs - die cast alloy. Not with this they weren't!.... PLASTIC - and cheap plastic at that - probably polythene. Many of the parts that would normally be edged, in better quality furniture - such as the front edge of the shelf above the plinth - were just bare chipboard. Horrible, un-matching brown 'pozitops' (well they were similar to pozitops, but seeing as they were being tapped into Phillips screws, were about as useful as a cat flap in an elephant house,) hide the heads of the construction screws that went straight through the wardrobe sides (usually cam and dowel construction in decent quality stuff.) Even the construction screws weren't the usual flat headed type, found on other cheap flat packs; they were countersunk - ands since the holes weren't countersunk, no matter how much you tried to tighten them, the heads stuck proud, meaning the horrible little pozitops did likewise. Cheap hinges with no chipboard screws - just 1/2" 5s (how long they'll hold I can't even guess) to hold them to the doors and carcase... The drawer sides similarly had the pathetic plastic cams - some tightened up; some didn't. Finally stood the thing up to man-handle it into position and I could feel the front of it, moving out of square as it was being moved. Usually, with free standing wardrobes such as this, there is a stabilising bracket fixed to the top that fixes to the wall behind, to avoid it tipping up on someone - nothing too elaborate; just a right angled bracket of mild steel. No such luck: plastic again, on this thing. I can't help thinking... if I had this trouble - what on earth will a DIY'er go through, trying to make a reasonable job? "

Nothing there, I would say, that is unreasonable in any way - nor anything defamatory - since every word is true. But Tesco won't publish it.

You can draw your own conclusions from that.

I made a pre-order for a PS4 way back at the end of June. With a couple of days to go I started to get a bit worried that I had heard nothing. I got in touch through tesco chat to be told I had been sent an email with a link to finish the purchase around the end of October. After questioning them on this they had sent it to an email address that wasn't even mine! Apparently because I hadn't clicked the link in the email I have lost my pre-order! I am absolutely livid. Thats exactly why I did my pre-order months ago, so I could make sure I got it. There was a) no mention when i made the pre-order that an email with a link would be sent out, I just assumed they would send it out to me and b) they sent it to the wrong email address!

and then i was phoned by a call centre worker who could just say 'Sorry' your order has gone to another customer!

Now no doubt I wont get one until February next year. So thanks a lot Tesco, you can kiss goodbye to the weekly shop we get with you but you dont care about that.

I recently ordered an Xbox through Tesco Direct with an estimated delivery of 27/09/13. I went to the store 3 times and it still hadnt arrived. On the 30/09/13 I decided to check out where it was through live chat and was told there wasn't any movement on the item from the depot on the 26th even though I had received the item is on it's way email. As there was no movement on the tracking since the 26th I was told after 48 hours of no movement it would be classed as lost. I wish they would have told me that by the 28th and I would have looked around for another replacement.

I got a refund plus the £20 i'm sorry compensation but as it was a present and the Birthday is tomorrow I will have an unhappy Birthday Boy on my hands unless I go out and buy one at a lot higher price in the shops.

Also every time I went to the local click and collect the staff were clueless I had to wait around for someone to come and deal with it then they kept getting my name wrong and even came down with someone else's parcel.

I purchased a game CD under preorder offer. And when I received the game it worked for 2 days and then it stopped working. In the receipt it was written that I can go to any click and collect store to exchange it. I went to nearby store and that guy killed me by saying thousands of times that we cannot take this CD. He offered me a new cd to send it to company for refund. He also spoke to customer service and I heard that lady on phone said that you will take the cd to give them refund. I heard and 4-5 people standing there heard, but that idiot store manager said that no we cannot take this, you didn't hear what that lady said. He gave me the cd and that same moment I understood, TESCO is the worst company to order items. The result was that I posted the new cd back to company to get refund. and those people were good enough to refund me within 3 days of receiving the item.

Although no stranger to Amazon etc, this was my 1st use of Tesco Online.
To avoid a £5 delivery charge I opted to collect my order from my local superstore, and I received an email saying it would be there after 4 pm on Monday.
I went at 5:15, and stood at the empty counter for three minutes before someone was called to attend to me.
My order was brought out in a dirty and battered cardboard box that the assistant opened to check the contents were ok because, he said, it was wet when it came in. If he hadn't got in first, I would have insisted myself that he checked it.
Everything was fine and I took my order home, but 7:30 pm I answered my phone to hear a recorded message telling me my order had been delayed for 24 hours and I could now collect it after 4 pm on Tuesday!
On Tuesday I received another email telling me my order was now ready to collect, and another recorded phone call. After checking my credit card account to make sure they hadn't charged me twice, I must admit I was really tempted to go to the store to see if they did indeed have a duplicate order for me, and if they were daft enough to give it to me.

Ordered an item, received an email saying it would be delivered in 3 weeks and was given a date. 5 weeks later, still no delivery or communication. I sent a "Where is my order?" message through their website only to receive an automated email 2 days later saying they could not answer their emails and that I had to ring an 08 number (which I am unable to do from my mobile, and do not have a landline)!! It turned up eventually but was not impressed with the communication!

Having had faulty items from another big company (which they dealt with well but were unable to supply working items) I bought from Tesco Direct. Items arrived very quickly (surprised by Yodels' efficiency in this case as have heard mixed reports) and the items were exactly as needed. Chap on the desk was friendly and not the first time I have used Direct, as delivery to the desk is free and can be combined with the shopping!

Yes they're big and they have made mistakes on orders sometimes, but they do seem to rectifiy them well.

Ordered item 3rd April,delivery supposedly 3-5 working days according to website.Gave me 17th but allowing for Easter accepted this.Money taken on 3rd.On 17th not received phone call so rang 0845 number and held on ages.Told supplier had tried to ring a few times to say they were not coming(not true as gave a work number and mobile and no call)Said supplier would ring in next 10 minutes.After 1 hour rand again(0845 number)said would ring within 1 hour.Eventually rang 4 hours later to say actually we can't come until 26th.Received e-mail on 19th saying your item has gone for dispatch on 17th!!!Website still showed item for delivery 3-5 days.Will not use again.

My first two buys from Tesco Direct went very well. Great Price, very easy web site and excellent prompt delivery. Well done Tesco.

Arrogant management that refuse to listen,I won't be coming back!