Tesco F&F online returns service left me baffled, barcode less and begging for better retail technology
After a bumpy launch and duplicate order glitch, RTIH’s Secret Shopper tested out Tesco’s F&F online returns system and discovered there’s still work to be done.
While I was thrilled to finally shop one of my favourite fashion lines online, the experience was a mixed bag. The product range was excellent, the styling sharp, but the website was glitchy, and a duplicate order left me with double the haul and some unwanted returns to manage.
What followed was my first attempt at returning an F&F online order. Spoiler: the service was excellent. The system? Less so.
Because the duplicate order was the result of a website crash, I assumed Tesco would pick up the tab for the return. Not quite. The two options presented were:
● A courier pick-up for £2.50
● A free return in-store
On sheer principle, I opted for the in-store return. Why should I pay to fix an error that wasn’t mine?
No clear returns area and a lack of internal communication
The first issue I encountered? There was no obvious area for online returns. I headed to the customer service desk, where the very kind assistant looked puzzled. She had no idea that F&F was even back online.
It quickly became clear that this was not her fault. She radioed a manager, who said they thought it would be the same as an in-store return but couldn’t say for sure. The assistant, while calm and professional throughout, hadn’t been briefed on the process. And she wasn’t alone. The Tesco helpline operator I spoke to the week before also had very limited information.
Tesco, you need to communicate better with your teams. You’ve got a high potential online clothing range here, but customers will lose confidence if your internal systems aren’t aligned.
No paperwork, no barcode, no quick way to return
Things got trickier when it came to the actual return. My parcel hadn’t come with a receipt or any paperwork, just a bag of clothes, some with codes, some without. The assistant asked to see my online receipt (which I showed her on my phone), but from her end, she couldn’t process it as an online return. The system simply didn’t support it.
Instead, she manually processed each item individually, opening each bag and scanning them in as though they were in-store purchases. There was no way to tag the return as an online transaction.
Now, I will admit I had bought quite a few pieces (the less said about that, the better), so this took some time. In total, I was at the desk for about 15 minutes, which on a busy Saturday is quite a stretch. Thankfully, there were other staff on hand to serve customers behind me, so I wasn’t holding up the line.
Staff made all the difference
Despite the lack of guidance from above, the customer service was exceptional. The assistant who helped me was friendly, calm, and genuinely helpful, working around the limitations of the system without complaint. She handled the entire process with professionalism and patience.
Tesco, please note: your in-store staff are doing the heavy lifting here. If the tech and logistics had been as good as the human side of this experience, we wouldn’t be having this conversation.
Another hidden cost: no delivery refund
Just when I thought I was done, I checked my refund and noticed something missing: £5.50 for expedited delivery. This was part of the duplicate order, another error on Tesco’s end, but I wasn’t refunded the fee.
I had already received a £10 voucher as a goodwill gesture when the duplicate order was first flagged, but after you subtract the delivery charge I never asked for, it doesn’t amount to much. It feels like a poor outcome for something that wasn’t my mistake.
A silver lining in-store
Before I left, I took a quick look around the F&F section. How could I resist? And, to my surprise, I spotted the faux suede jacket that had already sold out online. Result. It was a small win that reminded me why I love this brand so much, and honestly, why bricks-and mortar shopping still has the edge.
It also served as a reminder that while the online side of F&F might still be finding its feet, the in-store teams already understand what good customer experience looks like.
Final verdict
Returning my online order shouldn’t have been this difficult. From the lack of internal communication, to the inflexible returns system, and the missing refund, there’s clearly work to do. But the incredible in-store staff salvaged what could have been a very frustrating experience.
For this one, I’m splitting my score:
● Technical/process side: 2/5
● Customer service: 5/5
F&F, I still love you, but Tesco, if you’re serious about online fashion, you’ll need to invest in more than just a shopping page. The behind-the-scenes operations need to catch up, fast.
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