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Tesco Direct - Very good, but a few teething problems...
Member Name: martsky
Date: 14/08/00, updated on 14/08/00 (96 review reads)
Advantages: easy, cheap, good service
Disadvantages: dodgy site, errors in order
I've been very impressed! I've only used the service once, the website didn't work too well and they got my order slightly wrong, but the convenience and (pretty unique for a website) really good customer service more than made up for the problems.
It actually took me about half an hour longer than it should have to place my order, as there were quite a few problems with the site, pages not loading, pages missing - so much so that I had to switch from IE5 to netscape, back to ie and then back to netscape to complete the order. How many people would have done this, or would have recognised various bugs and switched browsers to get round them I don't know, but their technical support were very good, and actually knew what they were talking about, rather than just reading answers from their screens - and to be honest my PC needs a good kicking anyway, and they provide a CD to put your order togther offline, which is on the way.
I ordered on thursday afternoon for delivery on friday between 7 and 9, and then remembered about 2pm on the friday I had to go out at 7:30, so I rang Tesco to see if i could get the delivery time moved, but was told as my goods had been picked they coudn't do this. They did however say they would ask the driver to ring me before planning his route to see if he could fit me in first, which he did, delivering everything to my door at about 10 past 7.
My order was about 95% right, but whoever had picked the frozen goods must have had a long day - I ordered oven chips, potato wedges and roasting potatos, and received microchips and ice lollies! The packaging on some pasta was also broken.
When I rang to report this, I was given the choice of either having the correct goods delivered at a time of my choosing or the money refunded - keeping the incorrect items either way. When the local store rang to make delivery arrangments they said they would also refund my £5 delivery charge.
summary, they obviously have teething troubles (my local store in sheffield has only just started offering the service) but the customer service to back the service up more than makes up for it. Anyway, they probably got much closer to what I wanted than I do when i go to a supermarket, and I must have saved about £20 because I didn't buy anything because I liked the packaging ar decided it might be interesting!