Review Time
Tesco Mobile suggested I wrote a review so I will indeed!
After 27 years of being with a mobile provider (name is one vowel and a Nº) and annoyed with the price increases for SIM only, I opted for this provider and knew beforehand which product I wanted.
I want to stress that my rating is based on my first 2 1/2 days with Tesco M.
Anyway, on 27/01 I went to the shop in Grimsby. The female staff, boasting that she was the manageress with 16 years of experience, attended to me. The shop wasn't busy, with only one other customer with her younger colleague.
I'll admit that she was pleasant enough. While we were filling out the subscription form the computer froze. I was asked to come back later, so I did come back an hour later.
We had to restart from scratch but it went smoothly.
She also placed the Tesco SIM card in and removed one, saying "you don't need this one" but didn't give it back to me. After leaving the shop I thought it was weird she hadn't, even if it was the previous provider's SIM card.
Before I left the female staff asked me to restart my phone several times over the next 2 days (which I did) and said that for a very short while I wouldn't be able to make phone calls.
At no point did she say I'd have to come back or remove the SIM card myself!
I understood something was really wrong when after 2 days I still couldn't make calls.
More to the point, my previous provider informed me a few hours after me visiting Tesco that I'd been disconnected and Tesco sending me 2 emails on 28/01 and this morning, saying I was connected!?
Things went from bad to worse when Tesco texted me I had to text them back from another mobile number!? or ring them. Really? With my phone not making calls!?
Today, I tried to contact Tesco Mobile 3 times on line (between 11 a.m. and noon) and even if the live chat claims to be available from 7 a.m. to 11 p.m., I couldn't chat to anybody.
That's when I decided to drive to Tesco Mobile shop (30 min each way) to ask what was going on.
After explaining the problems Connor knew straight away what his "boss" had done so he removed the O2 SIM card AND gave it to me without me even asking for it. Surprise surprise it worked straight away!
What infuriates me even more is that I now know for sure it was the spare SIM she removed!...
In other words if you have to go to Grimsby shop (or any other shops really) make sure you don't deal with "a" Lucy and check that if they remove a SIM card they do NOT keep it!
Just to sum it up, I'm very angry and not impressed at all neither with a member of staff in a shop nor with on line customer service.
As far as I'm concerned, 2 bad experiences in 3 days 🙁 It's not exactly what I would call "a good start".
Why did Lucy say she was "shocked" when I showed her and asked about their rating on Trustpilot is a mystery. She said their customer service in particular was renowned for their high performance.
I wouldn't have thought 83% of 1 star was a high level of satisfactory appreciation...
Completely unacceptable service. I have never faced anything this frustrating in my life. Here's a brief outline: I ordered a contract that included a complimentary Chromebook. Instead, I received a subpar Chromebook that did not match the description. I was informed through web chat that it would be replaced within 5 days with the correct model. When nothing happened, I called to find out this information was incorrect. I was told the complaints team would reach out within 10 working days. Once again, nothing occurred. I called back, insisting on canceling the contract and returning the phone along with the inferior laptop. The company agreed to this and promised a refund for payments made. A few days later, I called again to confirm, as I have no trust in the company, only to be told...surprise...nothing had been done and they would arrange for handset collection. This entire situation of incompetence has truly tested my patience... Once this ordeal finally concludes, I will reach out to the appropriate authorities. STEER CLEAR of this service, it's a complete disaster.
I purchased a phone that was problematic from the start. Unfortunately, I couldn't receive assistance since I lost the receipt, even though I had bank proof. The charging port appeared to be faulty and the situation continued to deteriorate without any support. I later discovered they could retrieve the receipt through a loyalty program, but it seemed that process was not done correctly, so it didn’t show up. As a result, I had to buy a new phone from another source. I struggled to reach customer support after spending hours trying, and the main office provided no help either. Despite having bank proof being sufficient legally, it was frustrating that the issue with the loyalty program was mishandled.
Ok I'd go as for us to say that their customer service is not fit for purpose. Every time I speak to someone they have the ability to make me feel like I have lost my mind and have gone completely stupid and this has happened on the last four occasions. Call handlers seem to be completely incompetent and don't make sense. I initially signed up with Tesco mobile because the customer services were good and I got club card points but they have really sold out. I'm sorry but the international call centres don't work. Tesco have really sold out like so many other English companies.
I'm 75 years old and suffer very badly with arthritis which makes it hard for me to put info into my phone, but when I rang.to get upgraded SIM a lovely young man called Chris walked me slowly and carefully through every step. Top marks for customer.care many thanks 🙏
I’ve just left Tesco Mobile after a terrible customer service experience and the quiet removal of my old Rocket Pack bundle. I’d been paying £10/month for 30GB because of a grandfathered deal, and without warning Tesco stopped it and forced me into their new Essentials plan, which gives far less for the same price.When I contacted customer service through the chat app, I spent ages speaking to a rep in India who clearly didn’t understand my questions. Instead of answering why my bundle had suddenly stopped, she asked for my postcode and claimed there was a “mast fault” in my area. That was nonsense — my partner was sitting next to me on Tesco Mobile with full signal.When that excuse didn’t work, she suddenly switched to asking for my phone model. Any time she didn’t understand what I was asking, she just sent irrelevant links to help pages. No real answers, no accountability, just deflection. It honestly felt like they will say anything to avoid dealing with the actual issue.After wasting far too much time, I’ve taken my number and switched to O2, who are currently offering £10 for 30GB with no games or excuses.Absolutely fed up with Tesco Mobile. Poor communication, misleading support, and no respect for long-term customers. Would not recommend.
Claim your business profile now and gain access to all features and respond to customer reviews.
