I find customer services very good but deliveries can be a bit of a lottery - it very much depends, I think on who picked my order.

oh I do agree, but it is good being able to put in instructions to the pickers, I think.

Well not so good because I always click no substitutions and have had substitutes on my last 2 deliveries.

I suppose some people just cannot read!! I have never had any problems in that respect, but substitutions are fine if you desperately need that item, say, potatoes, and they give you a different kind, so it doesn't really matter what sort of potatoes always does it? It's better that than running out of it altogether, I think.

I not too keen on tescos.com, as with Bren, i say no substitutions yet tesco insist on providing an alternative, the obvious reason is for profit, not what we ask for.

I suppose the onus is really on the customer to say no, they do not want the item when you get it in the door...but I hear you, not everyone's cup of tea, obviously. I think they are doing sterling work however delivering in these adverse weather conditions. I see the van flying about everywhere!

i shopped at tesco.com for a couple of years until the day when i got a phone call from their customer services stating that i couldn't have my delivery as i hadn't paid for it - i phoned and checked with my bank and they had paid tesco.com £76 that very day for the goods i ordered - i phoned tesco back and informed them that the goods had been paid for - i was advised to re-do my shopping and re-submit the order - i did his and then received another phonecall from the same tesco customer services woman stating again that the goods were not paid for and the bank had declined my payment - the next day i went into my bank where the mnager showed me a statement on the computer - on the statement were 2 payments to tesco.com - one payment was for £76 and a second payment was for £74 - i again phoned tesco from the bank and read the statement to her over the phone - i was then told by the customer services woman that i was a liar and she demanded proof that i had paid - by this she meant i had to post the statement to her at the shop which is miles away and would have cost me £5 for the statement to be printed off at the bank - i did not receive any of my shopping. i was left with an empty bank account so could not go anywhere else to buy any food - i had to borrow money from my daughter - after two weeks of phone calls back and forth to tesco i ended up phoning the head office in Scotland only to be told that both transactions had gone through on the dates that i had done my shopping with tesco.com and i would be reimbursed any moneys that were owed to me. i wrote a lovely letter of complain to the manager of the store.
Two weeks later i got a full refund of my money and a pitiful offer from the manager of a free box of chocolates for the trouble i had experienced - i promptly declined his offer and informed him that niether myself or my family would ever purchase from tesco.com again or any of their high street stores and we never have - i also fill in surveys and love it when i get a tesco survey as i dont pull any punches - also everyone in my area also know about tesco a lot of the people in my area have changed their shopping venue to a different store - yeh, well done tesco!!!!!!!!!!

Tescos is all about pure profit and stuff the customer. Over the years i have shopped there, because of location, and their customer services are diabolical to say the least. I used their .com once and never again, as everything sent to me that should have been fresh was substandard. I was also told by a good friend who works in my local tesco at Kingston Park in Newcastle, that they are told by management, that when putting up orders, anything fresh, such as fruit, veg or meats, to use those items with the shortest shelf life left. They are also told to send alternatives if what they want is not available, because it causes problems to refund accounts especially as they have paid for them. Do as i do now, if you can go to your nearest ASDA, they are far superior.

I was appalled and given lots of pause for thought by both of your experiences because I can honestly say that I have never any cause to complain at all. I can only go on my personal shopping experience. I have never had any problems with payments or refunds, and almost every week I have items which were alternatives, and have been returned and I get the refund the very next day into my bank account along with an email telling me the refund has been done successfully. I have had nothing but good service from them so cannot complain based on personal experience. However my daughter uses Asda alot and really likes them, but I have never used them.

I was redaing through the Which magazine yesterday and came across an article about supermarkets and how they faired under scrutiny. It was of no suprise to me to see my old chum Tesco pretty low down the pecking order.
The top 5 complaints about tescos were
1, Aisles cluttered with unattended stock trolleys full and empty
2, .COM shopping staff congregating in aisles and talking to each other casuing blockages
3, Unhelpful rude staff.
4, Badly price marked goods
5, Short shelf lifes of fresh produce

The article went on to mention a lot of other complaints against this company.
Mind you i did find one credit to its name. Tescos Finest Sausage was voted the best

This is probably related to the Which survey which was carried out recently to say that the top supermarket was Waitrose. This was a survey of I think 200 people and they were Which members. I wondered how unbiased that survey actually was, and how fair a cross-section of the public it actually represented, in view of the fact that 200 people are not very many, and the geographical spread of people obviously affects their views, for example if you only have a Waitrose in your area, then you will shop there....it might also be considered to be the best in the area as it is the only one!! Don't you agree, George? I wondered if you know whether or not this article was from that survey?

I do not defend a company I do not like, and from my point of view, I like Tesco. I can clearly see if there are problems there will be complaints, and I would be the first to complain if I had a problem, but so far, I have not had a problem with them.

I am very disappointed with Tesco.com. I live quite far from my nearest store, but within the limit they state for deliveries. But they will not deliver to me. I am also unable to join the site in order to look around as I have to be to be a Tesco.com customer in order to do this. I have shopped at their store for years and have held a points card for the same amount of time. So I now shop at Morrisons and am delighted with them.

That is disappointing Patsy. I would mention this to customer services to explain your circumstances. Have you already done this to no avail? If so, write to them. I have never liked Morrisons, I have to say, I genuinely feel they are very poor value for money and their products have often been sub-standard when I bought them in the past. Still, if we all liked the same thing, life wouldn't be so interesting, would it?

Patsy I have nothing good to say about Tesco stores, Tesco.com or anything else associated with Tesco. They have become a giant in the industry and do not care about their customers anymore, only profit.
I only go there because my dear old mum likes to shop there and im her driver, trolly pusher and bag carrier. Every time I go to Tescos one of the staff does something to annoy me and one of these days I will end up being arrested due to the incompetance and cheek of the staff at my local Tesco, so you have my full sympathy.

Hi I have only praise for Tesco Customer Service. I think they deserve a medal espically over last christmas they were facing an uphill struggle getting everyones orders out when they themselves had trouble getting into work. I don't think enough credit goes to Tesco. We all know they make a huge profit but I think of the people manning the customer service phones. If you are civil to them and don't rant and rage then this will get you a lot further. They are ordinary people like ourselves. I have had a few problems with Tescos in the past but they always come up trumps and I have never never been out of pocket. So they get the thumbs up from me everytime.

Well said, Ann, praise where praise is due...you can only go on your own experiences, after all. I have even had a refund from Tesco when a bottle was broken, and they didn't even want the item back, because it was a home delivery. That is great service I say!

Hello, everyone! I guess everything depends on the Tesco store and location itself and on the managers hat are working there. It is true that ASDA beats Tesco by miles, even he shops look cleaner & fresher. However, the same as you, LizzieAnn, my family doesn't have a car and the biggest supermarket here is Tesco, so we often buy from them. I'm not excited about the supermarket itself but I never had problems with ordering from .com Yes, mince came with a short date but the driver told me about this and showed the papers and sid that if I don't want it, he can take it back. I didn't care as there were 4 days to go on the date and I needed it for supper that very evening, no bother. All in all, guys, dont forget that we are talking here not aboutcharity hops, all supermarkets are a big, huge business, they were created to bring profits and that's what is the priority, dont blame them. Do you really think that they would care much about you, your family or how yo feel about their products? I don't think so. Fair enough, they're not your "kind auntie" to be caring about that, that's your responsibility to search for the best quality of products and choose the supermarket you like the best. In general, if you want to get the freshest and highest quality veggies, meat, etc., why not buy from the local farmers? And that's cheaper as well. The only small detail- you have to pick your ass up from the sofa. If we don't wanna do this, then we cannot blame supermarkets for taking an advantage of that.

I agree it is our society which has made supermarkets flourish....we are too lazy to bother to shop locally, which would have maintained some of the local shops and stopped supermarkets rising to power....also retail parks are a killer for the high street. It is the American model, I think. It also does make it difficult, I agree Yevheniia, when you do not have a car.

I don't know about Tesco.com,but i think my local store is fantastic and all the staff are very friendly and helpful,i love shopping there.

well lizzie i can understand your point of veiw with tesco thats your opinion and your entitled to it but let me put ya straight i used to work for them at one time and i know how ruthless and profit minded they are the amount of small bussineses or independent stores they have put out of trading you would not believe they tread on lots of toes and dont give a monkeys trust me remember the former owner jack cohen and his brothet they started by running a couple of stalls in walthamstow market and may be others and from what i know of them if they were still alive would not have put up with the things the present tesco do now my tip of the day shop at sainsbury.

Well, Peterlad, I may be doing just that very soon as there is a huge Sainsbury being built in our town opening in August and I intend to try it out - my nectar card has never seen the inside of Sainsbury and I would like to earn some points - have you shopped there before? I know about their reputation and I know they were personally responsible for putting poor old Woolworths out of business also, sad, because I loved Woolworths and miss them. I like their food, not their ethics.

yes i shop at sainsbury lizzie have done for years never had a problem with them i also do surveys via brainjuicer for sainsbury and have been well rewarded and yes ik have a nectar card which has served me well over the last few years good luck with your visit to your new sainsburys when it opens i hope you enjoy and stick with them their online service is great to never let me down yet all the best peter

Thank you for your encouragement, Peter, I will definitely give them a go. My husband reckons their online service for buying DVDs is very poor and things often arrive badly damaged or not as specified - have you tried to buy DVDs from them before?