Deal with Tesco customer services and your review will change from good to bad (tesco.com)

Member Name: Steve4646

Product:	tesco.com
Date:	23/09/09 (78 review reads)
Rating:

Advantages: Favourites page is good

Disadvantages: No response to online complaint. Customer services centre was appalling

Beware if anything goes wrong because Tesco customer services centres are appalling. I've now read a number of reviews and generally speaking if you have cause to deal with the customer services team your review will change from good to bad. I tried Tesco Online shopping and my disappointment with my first and only online order changed to frustrated and angry after eventually getting through to their customer service representative.
Let me tell you my cautionary tale before you make the mistake of trying this service for yourself.
1.) Tesco offer a substitution service which you can opt out of. This I did but Tesco still sent substitution goods that I did not want. When I complained to the delivery man he said that the pickers often get this wrong. I notice other reviews have also noted this.
2.) When I returned my substitution goods Tesco only refunded for one of the items. Getting refunds wrong is also a fairly common complaint from other reviewers.
3.) I mistakenly thought that the in store offers were identical to the online offers, they are not, but they are confusingly similar so it's very easy to think you're getting the same offer when if fact you are not. This happened to me and I felt cheated by it.
4.) You have the option to have your delivery with shopping bags or without. I thought I'd ordered bags but when the confirmation came through it said I'd opted not to have them. When I tried to go back to the order I was not able to change this option. I could change any other detail about the order but not whether or not to have bags which is both illogical and very annoying.
5.) There is no speedy response if any-thing goes wrong. I wrote via email to complain about my experience, but got no reply at all. After 4 days I was then told I'd written to the wrong dept so wrote to the correct dept. After another 48 hours I still have no response so I then rang them up at my expense.
6.) When I did get through to some-one I was constantly interrupted and talked over. There was no empathy interest in what I had to say from the customer services representative. I did get my refund for the other substitute offer however it took 20 minutes to get my refund of £1.19 and at 4p a minute from a BT line, so it cost me £1.00 to get it.

Summary: Beware if anything goes wrong. Tesco customer services are appalling.