Newest Review: ... Friday but could have had it sooner. There was a £5 delivery charge which I was made aware of when confirming my order and ... more
Wrong product description online, stubborn customer service that just don't care enough
Member Name: Feanor
Advantages: Competitive pricing; convenience.
Disadvantages: No good when things go wrong; stubborn customer service, "take it or leave it" attitude.
We bought stack beds to be delivered the day after moving back to UK so we had something to sleep on. The product description clearly said that the beds included mattresses.
The beds turned up, with no mattresses; the website had since been updated to say "mattresses not included" but the description still said they were! We were offered a refund but needed somewhere to sleep so would've been cutting of our noses to spite our faces by accepting, so we bought cheap ones from Ikea. On top of this, though, bits were missing; replacement parts were promised, but then an entire bed turned up. Despite me explaining to the drivers that I only wanted parts, they didn't have paperwork to take the bed away and didn't check with head office. A few hours later, we got a call wanting to arrange pick up of the bed but this couldn't be done for half a week, meaning that we had these stupid beds taking up space for all that time. All that Tesco has offered is an insulting £15 goodwill refund, which after much complaining we've accepted as they stubbornly won't increase this.
On top of all that, fuel vouchers for a groceries delivery didn't turn up; customer services promised to post them but they haven't arrived 4 days later.
Frankly Tesco Direct seem to take a very arrogant "take it or leave it" attitude to customer service when things go wrong. Their groceries drivers, on the whole, have been excellent however, as are their staff in store. But Tesco need to realise how competitive the online market is for things like beds, etc. They really need to learn from the likes of Amazon and other smaller competitors. I will NEVER use Tesco Direct again for anything except groceries. This online part of their business just don't seem to care enough.
Summary: DO NOT USE. Tesco are clearly focussed on their core business & not on the online side.
More reviews in the field of Online Shop
- Great PC, not so great customer services
- A quality company hidden in a basic site
- 'Broken Window' Prints - Keeping Art Cool!
- Get the picture?
- PC Specialist: Review
- GREAT RANGE OF PRODUCTS, CHEAP PRICES AND VERY QUICK DELIVERY
- Great printing as long as the artwork is compatible
- Very happy with continued service