Tesco Extra

Reviews

• DM

  Dale McIntosh

  3 days ago
  1.0
  ⭐ 0 stars if I could. Extremely disappointing service from Tesco Dumfries home delivery. I placed a grocery order of approximately £140 on Sunday evening for delivery on Wednesday, which is something I regularly do and have never previously had an issue with. On the day of delivery, I received a message saying that my order could not be delivered, with absolutely no explanation as to why. After numerous attempts to get some information, I eventually managed to speak to an actual person rather than a bot and was told that the delivery van had broken down. I completely understand that vehicles can break down and that things happen which are outside the store’s control. What I don’t understand is why customers aren’t simply given this information in the first place. A straightforward message explaining the situation would have saved a lot of frustration and unnecessary phone calls. After repeatedly chasing the order, I even offered to collect it from the store myself. Eventually, I was told that the order would be delivered the following evening between 5pm and 6pm. Fine — problem seemingly resolved. Except it wasn’t. The following evening came and went, with no delivery and no contact from the store whatsoever. Once again, I had to call Tesco myself to find out what was happening. I was then told that they had apparently attempted to deliver the order at around 3pm, despite the fact that I had specifically been told it would be delivered between 5pm and 6pm. Even the person I spoke to agreed that the agreed delivery time was 5–6pm and couldn’t understand why the delivery had been attempted earlier. At this point, I was effectively left with two choices at around 9pm: go to the store and collect the order myself, or have the entire order refunded — with the refund potentially taking up to five working days — and then place another order and hope that it actually arrives. For a £140 grocery order, this is simply not acceptable. What makes this even more frustrating is that throughout this whole situation, I was the one having to chase Tesco for updates. There was very little proactive communication from the store, despite the fact that they knew there was a problem with the delivery. And then, as compensation for all of this, I was offered a £5 voucher. Honestly, that felt almost laughable given the amount of time wasted, the inconvenience caused, the repeated phone calls, the failed delivery arrangements and the possibility of having £140 tied up for several working days before being able to reorder my shopping. I’ve used Tesco home delivery regularly and have never experienced anything like this before, which makes this particularly disappointing. Mistakes and vehicle breakdowns happen — poor communication and failing to honour an agreed delivery time are the things that really let this down. Tesco Dumfries really need to look at how situations like this are handled. Customers shouldn’t have to repeatedly chase a £140 order just to find out what’s happening, and offering a £5 voucher after all of this doesn’t come close to making up for the inconvenience. Very poor service and a very disappointed customer. 0/5.
• DW

  dan williams

  5 days ago
  1.0
  Waited over an hour for a Tesco Woosh order that was quoted to take only 20 minutes. Ended up having to phone support and getting a refund. No update was ever sent by the store and I don't believe the order was even picked one hour after placing. Would avoid this service.
• AD

  Abc Defg

  Jul 10, 2026
  3.0
  Decent supermarket.
• CM

  Carol Mcneill

  Jul 8, 2026
  5.0
  Very handy to shop
• IN

  ikeh nnanna

  Jun 27, 2026
  5.0
  Always here to help

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