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    92 Reviews
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      13.12.2013 21:14
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      A quick service for busy people

      I use Tesco.com frequently I order my groceries online and in the last few weeks I have used Direct a lot for Christmas presents.

      Tesco direct allows you to order items from a large catalogue either in-store at the direct desk where they have a stand with a catalogue you can browse and order or online at Tesco.com.

      I made a list for Christmas very early on this year and I had finished the majority of my shopping by November. I always check prices on several websites before I make an order. The majority of items I wanted were similarly priced on Tesco Direct and some were cheaper than elsewhere.

      Tesco Direct allows you to have an item delivered to your home for a charge this varies depending on the size of the item less than 32kg in weight you can Click and Collect this is where you can order the item in to a Tesco store of your choice. If your order is placed before 3pm you can have it delivered to store by 4pm the next day. There are lots of Tesco stores with Click and Collect desks and even some of the Tesco Express stores have them.

      Once you have placed your order you get a confirmation e-mail with your order number. The next stage is and email confirming dispatch and then finally an email and a text if you supplied a mobile number to tell you the item is in store.

      As I was using Direct I was also able to use my Clubcard vouchers for Clubcard Boost so I could double up the value of my vouchers. The system on Tesco Direct will automatically Boost your Clubcard vouchers if you have enough of them and if the item you have purchased an item covered in the Boost. I ordered 3 items a Vtech robot, a Vtech camera and the case to match. These were Christmas presents for my daughter. I ended up getting them all for free using my Clubcard vouchers.

      I placed my order in the morning on a Monday for collection in my local store the next day as I was planning on going in to shop. I received a text at around 3pm telling me my order was in store for collection. The Click and Collect desk in my local store is located right at the front so you can just pop in on your way home from work without having to enter the store fully. I took my phone so I showed the person behind the desk the order number and he went to get the item from a stockroom they have there.

      The only complaint I really have about the order is the packaging, for some bizarre reason each item was in it's own box and the boxes were huge! they were so big that I had to get a separate trolley. I then couldn't fit them in my boot and had to put them on the back seat. When I got home and I opened the box I found that it was mostly packed with those air pockets and that the item only took up a small portion of the box. I was a bit peeved at this as I then I had to rip up the box to fit it in the recycling bin and it took me a while. I can't understand why companies do this Amazon are just as bad. I did send Tesco an email and they apologised and advised me it wouldn't happen again.

      I have since ordered another 4 times last month and the boxes seem to fit the items better this time around.

      I would recommend Tesco Direct the website is easy to navigate it has a lot of choice too. If an item is out of stock you can ask for an email alert when it comes back in so you can order. The service is prompt and efficient I now prefer it to Amazon as I can get what I want the next day which is great if you are impatient like me!

      4 stars because of the packaging issue but this appears to have been resolved.

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        29.05.2013 00:14
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        Worked well for me - economic and convenient

        I am no fan of the supermarket giants, however with a baby on the way it seemed foolish to adopt the stance of King Canute so, shopping list to hand, I ventured on to the Tesco direct website. My baby 'must haves' included a mobile, a seat bouncer, a play gym and a 'tummy time' mat (yes this was a new one to me too prior to month 7 of pregnancy!).

        First off, the website. I think the Tesco gremlins had been let out to play as there were some entertaining errors. Beside the bouncer picture was a description of a wipe clean seat cover! The wrong text was next to some of the other items too. Actually, this was no biggy, as the detailed description underneath was correct detailing all I needed to know. Below that again were the reviews - all very helpful (Dooyoo reviewers?!). Searching for some of my items, I wasn't entirely convinced that the search engine was accurate - for example searching for 'baby bouncer' threw up a limited selection but not the one I knew to be on the site and wanted. To get this I needed to put the brand name in.

        Having found my items I was impressed by the price. I am sure there is some variation according to what you are buying however all of my items were cheaper than amazon and other retailers. I didn't need to pay postage or wait in either as there is a 'click and collect' service where you can opt to pay no postage and collect your item in a store of your choice. I did consider purchasing a further item however I noticed that it came from a supplier other than Tesco, as do some of the other items on the site, I wasn't confident about the returns policy - it seemed a bit complicated.

        Placing the order was straight forward. The usual registration process with no issues arising. E mail confirmation was instant, then a few hours later a further mail estimated a delivery 3 days later. The next day I received an additional mail saying that all items were in store. A phone voice mail was left communicating this information too.

        On arrival at the store the click and collect desk was clearly sign posted. One lady was manning it and there was one customer ahead of me who seemed to have a tricky return to make. Back up was called for and I was served within fives minutes and sent on my way clutching my wrapped parcels.

        So, all in all a good service experience for me on this occasion. I saved some money and found click and collect to be hassle free. One star is lost for the website not giving accurate product descriptions and having a quirky search engine.

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          28.04.2013 18:05
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          Best avoiding if you can, Other sites at their worst still excel in comparison to Tesco Direct.

          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!)

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          08.01.2013 16:45

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          TescoDirect delivery dept needs to keep customers more informed, and must be prompt about it as well

          I ordered a gas cooker (Beko BDVG694WP 60cm Gas Cooker with Double Oven - White) from Tesco Direct on the 11th December hoping to have delivery before Christmas. After a week passed with no response I emailed them inquiring about my item. After a few emails I finally got a call back (follwed by an email). They left a message asking me to call them to arrange delivery.... this was fours days before Christmas. Talk about timing.

          Suffice to say it was most inconvenient, plus there was no one at home to remove the old cooker, and put the new one in. So I contacted them after Christmas and asked them to arrange delivery before the New Year if possible. I was told that a member of the delivery team would contact me to confirm if it was possible.

          Once month later and I still am waiting on that call! I got fed up and emailed them yesterday to cancel my order. Who knows when I'll get a response, and how quick they'll be about the refund.

          In the meantime, just after Christmas I ordered a BOSCH dryer from another online company. I received the order two days later, and yes, before 2013. They kept me informed and updated all the way until delivery. I don't think I'll be ordering from Tesco Direct any time soon.

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          18.12.2012 03:22

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          Three times now I have had orders canceled, after completing orders and paying for items that showed in-stock at the time, they expect you to wait 3-5 days for your money back when they can take it off you immediately.I have noticed usually the item then comes back in stock sometimes the next day but like magic the price just went up.Just recently they had a deal when you could get a PAYG phone and a o2 simcard for £5 including free delivery, sure enough about 3hrs after paying the now familiar "We're sorry, but we're unable to complete your Tesco Direct order" email arrives, telling me they have canceled the phone but are still sending the simcard AND charging me £3 delivery for the privilege when delivery was free on the original order.

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          21.11.2012 18:38

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          Terrible, I have placed 2 orders in as many weeks, neither order has arrived, money taken from bank instantly. No phone call to say order would be delayed, cancelled etc!! Absolutely pathetic, avoid like the plague. Once my club card vouchers are spent I will be changing supermarket. Bad service all round

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          07.11.2012 11:12

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          Pathetic excuse for good business practise from such a large company. Not a patch on Amazon!!!

          Order Reference: 4YCNJHDK

          I ordered 6 items of Lego Friends and recieved an email telling me the goods would be available for collection from the nominated store after 4pm on Saturday 03 November 2012. A special journey was made on the Sunday only to be told that the goods had not arrived. On Monday another special journey was made (it was easier to drive than to get thro' to the direct desk within the store) and after a half-hour queue (only one on the desk dealing with not only collections but with the clubcard voucher exchange) only three of the items were available. The direct desk could not give any information regarding the missing three parcels and so I called them after driving back home. They informed me that all six parcels had been delivered to the store just after 7 O'Clock that morning and gave me the name of the person who signed for them - So much for their email telling me that the goods would be available after 4pm on the Saturday. Eventually, and after another wasted journey (again unable to speak to the direct desk within the store) I finally collected the last three parcels on Tuesday morning. Both Tesco Direct and the direct desk at the store we useless. I have no intention of ever using again!!

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          26.07.2012 10:12

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          Avoid if you can

          I ordered a Nexus 7 tablet pc from Tesco Direct last week, Tesco sent me a confirmation email and confirmed it would be delivered to me the next (I paid extra for next day delivery). The next day I received an email saying the order had been cancelled, but there was no reason given - it seems that Tesco had oversold this item and cancelled several orders.

          Funnily enough it was back in stock the next day so my other half ordered one (as Tesco still had my funds) for collection at store the next day - to save on delivery charges and avoid 'unreliable couriers'.
          She received an email later that day saying the item had been shipped by Tesco and received and been sorted at the Yodel depot in Droitwich.
          The next morning (Saturday) she received a text message saying that the item wouldn't be delivered on the requested day, and instead be delivered on Monday.

          Monday came around and she rang Tesco Direct CS to confirm that the item would be delivered that day. The representative was unable to give an answer saying that it might be lost or cancelled and suggested she rang the store. She rang the store and they didn't have a clue saying that they hadn't received the item; and bizarrely enough that the item shouldn't be on sale - despite several hundred Tesco customers already receiving delivery.

          I decided to visit the store and speak to someone in person. The chap at the collection desk went off to look for the item but couldn't find anything, he suggested we contacted CS again.

          My partner rang CS again only to be told that they didn't know where the item was and suggested that we contact Yodel. My other half asked if they would contact Yodel as it was Tesco's problem and not her's.
          She did in fact contact Yodel via their web form, but never received a reply.

          In the meantime I contacted Yodel via Twitter, the helpful lady there confirmed that our parcel had been delivered to their hub at Droitwich and sorted. From there on there was no trace of the item, essentially it had been lost or stolen.

          My partner rang Tesco again, who apparently had 'escalated' this problem over the past 48 hours but still had no response from Yodel. She explained to them that I had been told by Yodel that they couldn't find the parcel, to which Tesco replied that they would have to wait for Yodel to get back to them directly.
          By this time my other half had had enough - this had been going on for nearly a week - and asked for a refund, only to be told that she wouldn't be refunded until Yodel had found the parcel or confirmed it was missing. She became angry and demanded the refund straight away, which appears to have done the trick...

          I struggle to believe that a company as big as Tesco can be so incompetent when ensuring deliveries are completed and indifferent when it comes to dealing with customer problems. Admittedly Yodel is the weak link in this story, the only reason Tesco uses them is because they're cheap. From reading stories on the web, I know this is not an isolated incident but I guess Tesco is so massive they don't really care about losing a few hundred customers through this.

          I'll still pick up the odd pint of milk from my local Tesco but we will now do our main grocery shopping elsewhere; and it's safe to say that we will never buy from Tesco Direct again.

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          04.05.2012 19:34

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          I have never had such bad service from any company as I have had from Tesco Direct - I have waited in on 3 different days for a faulty purchase to be uplifted but am still waiting. Staff are always very apologetic and although they say they have arranged collection they haven't - hoping that I am luckier next Tuesday. It's a pity no senior managers from Tesco read these reviews to see how bad things are - wish I'd read them before I ordered from Tesco Direct but won't be ordering anything in future !Pity there is no where to give a Minus Score as certainly not worth even 1 Star !

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          03.05.2012 16:15

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          Never again, Tesco!

          Tesco are utterly incompetent. I ordered my wifes birtday present from Tesco Direct. Collection from the local store. I received shipment confirmation and the courier (Yodel) track and trace shows it was delivered to the store. 3 days later I turn up to collect the package. I'm told its lost(WTF?) and that I wil be issued with a refund. They cannot tell me at the counter when the refund will be given so call their customer services. 20 minutes later we are still in a queue and I have to drive home. I call customer services and after 3 failed attemps I get through. They confirm package is lost. They say a refund will be processed today. I ask for that to be confirmed in an email but they say they cannot do so as they have no email access. Tesco use Yodel as their courier. Yodel are famous for lost shipments. The package has to have been stolen by either a Tesco employee or a Yodel courier. I received no notification that the package was lost so I wasted time and money driving to the store to collect. That's the last time I will ever shop at Tesco. I strongly recommend anyone thinks twice before buying from Tesco Direct. Complete waste of time!! I wonder why Tesco use Yodel as they have a bad reputation for theft of shipments. My order was for an iPad so not surprised it "disappeared".

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          30.04.2012 11:44

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          What a waste of space this company is.Ordered a camera for delivery to store. Order confirmed. Payment taken. Phone call to confirm details.Email then on day of delivery saying order cancelled.Item still showing as in stock , so ordered again. Spoke to manager at Tesco direct after sales support and had a conversation that basically said they're stock control system isnt real time and they cant ever confirm if my second order will be fullfilled or not.Despite this they are still showing the item as in stock.Tesco seem to think this doesnt constitute a contact to supply the goods. Boy are they wrong.I wouldnt bother wasting my time with Tesco direct. I shall never ever order anything from them again.

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          27.04.2012 19:12

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          Placed an order on tuesday and picked a saturday delivery. Tesco delayed my order for 2 days for some stupid security checks ("what's your email address? What's your address?" details which were on the order itself!) and once I confirmed these info which they already had, it was too late for the courier to deliver on time. As item was a birthday gift I demanded they respected the original delivery date through another courier. After all, it was their fault. Tesco washed their hands off it, blamed the courier, no apology, no compensation. I cancelled the order and bought from Sainsburys: order placed at 2pm, despatched at 5pm, received item following morning. Dear Tesco: congratulations on your ability to lose customers!

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          27.04.2012 00:31

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          Do not BUY from TESCO DIRECT

          Hi to all ,

          Please forgive my english . I hope to catch the idea.

          I bought a bike on 21.03.2012 from Tesco Direct ( I place the order online ) and they told me it will be delivered in 5 days , ... I receive the package on 05.04.2012.

          After I assembled the bike i was checking the wheels to see if they are straight. The pedaling wheel ( the one from the back) was damage.

          The next day I send an e-mail to Tesco Direct regarding my problem with the bike, and I ask to be replaced with the same model but a good one. After two or three days they give me a call to let me know that in the next days the delivery company it will come to pick up the package. In that moment I told them that I want to know ( call me ) with an hour before the delivery company it will be at my address ,because they never give me a precise date or hour when they will come to pick up the package . They never came back .

          I send them a email again, showing that the delivery company haven't come to pick up package . In the next days they call me again telling me that the delivery company was at my house to pick up the package but nobody was at home.

          This problem was repeatedly 4 times , and I have witnesses who are telling me nobody was coming at my address to pick up the package.

          I forgot to tell you that at the second time when they told me that the delivery company was at may house, but it is my fault that i was't at home. I told them the agreement was to give me a ring with one hour before to be at my house. In that moment I ask them to give me my money back because I'm not satisfied with the way they are sorting the problem.

          They told me that I will have my money back when they will recover the package.

          The same story , they was telling me that the delivery company was at my home to pick up the package and I wasn't at home.

          This story ends on 24.04.2012 when they send me a email ( that is very strange because I ask them all the time to send me the answer of my email in the same way , but they never accepted , until they send this email) saying that they can't change the product or to refund the money because I was't at home when the delivery came.

          In the same day (24.04.2012) I went to Gallins Reach Tesco Direct store and I told them the story ( story of my "life" about this package ) , they call the head office to ask what can the do in this matter. The head office gives them the green line to accept my package on store , in this way the delivery company to picked up when they can. They (Gallions Reach Tesco Direct store) told me from the beginning that they will accept the package but they can't refund my money , it will be done by the head office ,because I payed online , fair enough.

          On 25.04.2012 I went with the package to the store. They put the package in a room where was ather packages and they told me that it. I ask for a proof , from where everyone can see that I left the package in theirs responsibility . They told me is not Tesco Direct job to give me proof , I was suppose to wait for Delivery Company to pick up the package , only them can give me a proof ( what a idiots ).

          So , what I understand from theirs attitude is that they never wanted to take back this package and they wanted me to accept the product with the low quality of it.

          I will be honest with you and I will tell you that I left the package there without taking any proof, because they never wanted to give me one.

          I am so disappointed what happen with me and I am sure a score a loss of £ 200 , time lost , nerves damage and a bad memory .

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          17.11.2011 11:42
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          Worst customer service ever, rude obnoxious and totally unwilling to help. NEVER EVER BUY FROM THEM

          After making a successful purchase from Tesco Direct I had £21.50 left in my bank so I thought I would buy the Winebuddy 30 bottle home brew kit from Tesco Direct, so went online, filled in all the details and successfully checked out, or so i thought, I later received an email stating my order had been cancelled dew to insufficient funds! so I logged onto to Natwest only to see 2 lots of £2 had been taken out buy somebody on the same day, meaning I only had £17.50 available, rather annoyed but determined I got some Tesco Vouchers from my wife for £4 meaning I can now afford to reorder the Wine kit, so I did and checked out again only to receive an email an hour later saying the order had been cancelled dew to insufficient funds again, so yet again I logged onto Natwest only to see another £2 had been taken leaving me with £15.50 available so even with the voucher I still didnt have enough money to buy the kit! so I rang Natwest only to be told that all the £2s had been taken out by Tesco Direct themselves!! so i immediately called Tesco Direct customer services (this call lasted over an hour!!!) who basically said yes we took the cash and its my fault for not having more money in the bank to cover the purchase and the £2 charge!! to cut a very long story short I ended up being transferred 6! yes 6 times going from manager to manager to then the highest manager in Tesco Direct all of which where not only rude but very obnoxious, they all said its my own Fault for not paying more attention, they firstly said I had ticked the box to say I have read the terms and conditions to allow them to take £2 every time I make a purchase! THERE IS NO BOX TO TICK!, at the bottom of the product page there is a link to there T & Cs that on a 11" notebook is so small its hard to see, then in the T&C page in the smallest font possible font is some explanation about the £2 charges, so anyway Tesco Direct Customer service is the worst I have ever come across, they kept blaming me every step of the way, not willing to help whatsoever, I even asked if they where prepared to offer a £4 discount code to enable me to make the purchase until the charges came through as a credit the reply was 'No!, why should we offer help when you couldn't be bothered to read the T & Cs!!! and that was from the highest management! they did admit that people get caught out all the time buy it so suggested that the £2 charge should show and be explained at checkout, as I am severely dyslexic, (this has taken me over an hour to type, thank god for spell check!) reading pages of T & Cs is not an option, the reply was , 'I could put that suggestion through but the tech team will say theres not enough space on the checkout page for it or something' so i then suggested they should take the £2 but then take the full amount minus the £2 i.e. £20 wine kit, take £2 for security thing but then take £18 so problems like this would stop! again, not interested.

          So be warned, if you don't have much cash like me, and if your stupid enough to buy from Tesco direct remember you need an additional £2 in your bank account that they WILL TAKE EVERY TIME as some stupid security measure, then refund it to you, well 2 days later and i'm still £6 down and still waiting!

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            28.06.2011 17:12
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            A bit of a disappointment from a leading retailer

            I had been keeping an eye out for baby monitors in preparation for the arrival of our summer baby. I had decided which I wanted but everytime I looked on amazon, the price had fluctuated, and I was scared of buying one day, and it be significantly cheaper the next day. So when I noticed that Tesco direct were offering the monitors that I was looking for at the best price that I had seen anywhere, plus the incentive of added tesco clubcard points, I was delighted.

            I had previously never used Tesco direct, but given the recognised name of Tesco, I just expected the service to be up to standard, and for once, I didn't even read reviews about the service, being so convinced of its reliability.

            That evening I went ahead to purchase my monitors. The cost of delivery was just under £5, but it also said the product could be collected from certain stores. Now, there are two Tesco stores that are close by, but unfortunately it was a store that was 30 minutes away which was the closest store offering free collection. I debated over whether to pay the delivery cost, knowing that the cost of my own fuel there and back would probably equate to more, but at the same time the annoyance of having to pay delivery on top of the price, meaning the monitors weren't just as good a bargain as I first thought. A family member of mine was going to be in the area within the next week and so I asked her if she would collect the item for me. The first problem came however, as I was putting in the order, that the person who collected the item had to be the person whose credit card paid for the item, and more than that, a order number wouldn't be enough to pick the item up, there had to be proof of the credit card or I.D. Now I had some Tesco clubcard tokens to use as well so it needed to be put through under my account, but it meant my sister couldn't pick the item up. Some people reading this may think this is trivial, but I think it is Tesco's way to reducing the amount of free collections, making it as difficult as possible to collect from store. I have never heard of any other retailer not accepting an order number or email as proof of purchase and therefore collection. My sister has picked up many things before for me simply because she works further away and is closer to city stores etc and tehre has never been a problem. In the end my sister had to use her own credit card to put through the order since it would be her that picked it up.

            I was told at the time of ordering that I could collect the item from 4pm the following Saturday. The collection desks were also only open between certain hours as well. My sister planned to pick up the item later in the week, however had she been passing through on the Saturday afternoon she would have assumed the order to be ready. There was no email or telephone call at the time to tell us otherwise. On the Monday afternoon, my sister then received a call from Tesco telling her that the order had arrived this morning and was now ready for collection. As I said although my sister was planning to pick it up during the week and so it didn't affect her on this occasion, if she or I had planned to pick it up on the Saturday or Sunday and drove the whole way to collect it, there would have been no item for us until the Monday. I was very surprised at the lack of contact from Tesco, and the fact that it did take them to Monday to tell us about the order arriving. If it were not in stock, it would have been courtesy to tell us before the Saturday time allocated for first collection, not the Monday afterwards when a trip could already have been made. With the cost of fuel nowadays you don't really want to be making longer unnecessary journey's.

            In the end my sister collected the monitors as planned later in the week without any difficulty, and we are happy with the product. In terms of being happy with Tesco direct as a service, I cannot say the same. For such as large retail outlet, they really need to sharpen up their costumer communication, and keep people informed of stock levels and availability when it is contrary to what is stated on their website. I would definitely think twice about using Tesco direct in the future depsite me getting a good deal on my baby monitors.

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