Tesco`s Complaints Procedure

[Bill-K]

Re: Tesco`s Complaints Procedure

FWIW, the recent furore with Retail Loss Prevention may possibly have got them to put their @$$es in gear and show a little more effort to listen to their customers. Contacting the CEO's office in Cheshunt (pronounced "Chezzent," BTW - I used to work nearby) was a good move, I reckon !!!

[alham]

Re: Tesco`s Complaints Procedure

Well done bambisoloved, and you were not even doing it for yourself!!!

[CleverClogs]

Re: Tesco`s Complaints Procedure

I want to complain to tesco`s because when i go to my Local Express and go to pay and in the queing line they have put three big boxes of products which make it difficult to get through the ile and to the tills with a buggy, bags and a child in tow. I usually bump into them and move them slightly. I talked to the Debuty Manager who could see my point and said he would look in to it. The next time i went in their was only one box so i thought a compramise and i could live with that. Then the next time i went in three boxes were back again. After talking to the Manager again he said his Boss told him to put them back.

Next time, either kick the boxes out of the way or load up a trolley with frozen food (ice-cream is excellent, but be sure to load the tubs on their sides or upside down) then leave it in the middle of the aisle telling the checkout wench that one could not manoeuvre the trolley through the gap.

[bambisoloved]

Re: Tesco`s Complaints Procedure

I thought my complaint about boxes of products obstructing the queing ile making it difficult for buggies with bags to easily get through to the tills in my local Tesco`s Express had been succsessfull but yesterday i go into Tesco`s and now their are more then the usual three boxes. I spoke to the Deputy Manager again who said that his boss told him to put them back again. His Boss happend to be there so i spoke to him, he said that he cant see the problem and implied that i had an unusual amount of bags on my buggy. His Manner was arragant and basically said his opinion was the one that matterd. He also said that he had the relevent fire and saftey cirtificate so if they didnt see it as a problem he wasnt going to do anything. I told him i would be escalating my complaint.
How do i get information about getting in touch with whoever gives out these fire and safety cirtificate so that i can make them aware of the problem.

bambisoloved

[bluebottle]

Re: Tesco`s Complaints Procedure

I think, Bambi, the time has come to take off the gloves and hit Tesco right where it hurts. In an earlier post, I advised contacting your local fire and rescue service about Tesco's attitude. Contact the headquarters of the fire and rescue service that covers your area and ask to speak to the department that deals with inspections of commercial premises. Explain what problems you have had and of Tesco's attitude. Like I have said previously, the fire and rescue service can pay Tesco a routine visit and make them remove the boxes on threat of closing the store if they do not comply. And they can go back, unannounced, to make sure they are complying.

I feel you have been more than fair and reasonable with Tesco. Now is the time to give them a well-deserved kick up the backside.

[alham]

Re: Tesco`s Complaints Procedure

And a phonecall to the headoffice ask to speak to the SECRETARY to the CEO. They are who control the company.

[Darkstar]

Re: Tesco`s Complaints Procedure

I wanted to complain about a shredder which developed a fault just before the guarantee but didn't finally break its cover in pieces until afterwards. Of course the store wouldn't do anything and much time trying to find where to take the matter further were fruitless. Finally I emailed Head Office. I received acknowedgement from the Grocery dept. which didn't bode well! However, the following day I had one from Faizul which was concerned and sympathetic and offered a very acceptable refund with no quibbble and assurance the design fault would be passed to the manufactuer. So Tesco are not always intractable!

[DawkinsDog]

Re: Tesco`s Complaints Procedure

Finding this page via a Google search I thought I would share my recent experience with Tesco Express and their complaints procedure. Please forgive me if I should have started a new thread, I'm new here.

In September I fell due to the floor in my local store being like a sheet of ice, this resulted in severe bruising to both arms and knees, plus badly strained shoulders and upper arms. Little concern was shown at the time, a passing "are you okay?" from one member of staff before he returned to the checkout whilst another set about righting the Coke bottles I'd disturbed. No mention or suggestion was made of noting the incident in any accident book at the time, nor to my knowledge did they attempt to ascertain the cause. It was not until hours later when they were contacted that they made an official note - at the time I didn't realise just how badly I'd been injured, plus I wanted out of there as quicklu as possible due to embarrassment at having fallen.

As a longterm carer for my elderly mother I had no option but put up with what was often excruciating pain as I'm obviously required to fetch and carry etc, however I wasn't able to drive - this resulted in several return minicab fares to get my mother to her appointments at the doctor's surgery. I was advised to contact the Managing Director and complain, so did.

The response was a 'goodwill gesture' of a £50 Tesco Cashcard (which I've yet to see if it works!). I didn't consider this appropriate, given that the cost of minicabs, photos sent and postage totaled nearly that and over two weeks on I was still in pain (even now, well over a month on, I still have a lump on my left arm though it no longer causes pain). The subsequent response was dismissive to say the least, it was made clear the Cashcard was a goodwill gesture, not compensation. As goodwill gestures go I'd have preferred a smack in the face, it would have felt more sincere.

So cheesed off with the matter I put all the details on my blog, including some of the photos sent. If they don't like it, meh, I didn't like being in pain for weeks! I'm not sure of this site's policy regarding posting links so I shall refrain from giving the URL.

[TUTTSI]

Re: Tesco`s Complaints Procedure

Write back and tell him what you want for all the inconvenience and agrevation, pain and sufferance also out of pocket expenses in addition to the good will he has already offered you

Finding this page via a Google search I thought I would share my recent experience with Tesco Express and their complaints procedure. Please forgive me if I should have started a new thread, I'm new here.

In September I fell due to the floor in my local store being like a sheet of ice, this resulted in severe bruising to both arms and knees, plus badly strained shoulders and upper arms. Little concern was shown at the time, a passing "are you okay?" from one member of staff before he returned to the checkout whilst another set about righting the Coke bottles I'd disturbed. No mention or suggestion was made of noting the incident in any accident book at the time, nor to my knowledge did they attempt to ascertain the cause. It was not until hours later when they were contacted that they made an official note - at the time I didn't realise just how badly I'd been injured, plus I wanted out of there as quicklu as possible due to embarrassment at having fallen.

As a longterm carer for my elderly mother I had no option but put up with what was often excruciating pain as I'm obviously required to fetch and carry etc, however I wasn't able to drive - this resulted in several return minicab fares to get my mother to her appointments at the doctor's surgery. I was advised to contact the Managing Director and complain, so did.

The response was a 'goodwill gesture' of a £50 Tesco Cashcard (which I've yet to see if it works!). I didn't consider this appropriate, given that the cost of minicabs, photos sent and postage totaled nearly that and over two weeks on I was still in pain (even now, well over a month on, I still have a lump on my left arm though it no longer causes pain). The subsequent response was dismissive to say the least, it was made clear the Cashcard was a goodwill gesture, not compensation. As goodwill gestures go I'd have preferred a smack in the face, it would have felt more sincere.

So cheesed off with the matter I put all the details on my blog, including some of the photos sent. If they don't like it, meh, I didn't like being in pain for weeks! I'm not sure of this site's policy regarding posting links so I shall refrain from giving the URL.

[alham]

Re: Tesco`s Complaints Procedure

Correct, otherwise you will have to engage one of the vultures advertising "have you had an accident that is not your fault" and they will make tenth of thousands of pounds when you'll get about £1.5-3K. When writing a letter make sure that you tell them that you are prepared to take this matter further because that can then count as "before the court " letter that may speed things up. Remember to keep every scrap of proof, etc... as you may be contacted by the Tesco's insurers soon (depending on how bothered will be the person reading your letter), which will demand various bits and pieces until they reject your claim. (Sorry if I sound pessimistic, just realistic as that's how businesses work)

[DawkinsDog]

Re: Tesco`s Complaints Procedure

Thanks for the responses, they're much appreciated. I had Tesco's Customer Support on Twitter respond to my tweeting the blog details, they asked for my reference number so they could look into it. They then got back to me advising I write to their Head Office again to tell them I'm not happy with the situation. So I'm about to compose the letter now.

I'm not expecting, nor would ask, for a lot. It's more a matter of principle and I just think that what they offered was derisory given the pain I was in due to their floor and the costs I've incurred. It's probably an act of futility but you don't known until you try.

I'll post back when/if I get a response from them. Thanks again

[TUTTSI]

Re: Tesco`s Complaints Procedure

I had an injury on my lower leg which was healing nicely, then I went to Sainsbury and their was a wire basket at the check out and sticking out was a bit of metal which was partially under the checkout but as I moved forward to unpack my shopping - guess where it prodded me right into to my previous injury, it opened up the wound I was in a hell of a lot of pain and had masses of antibiotics later and unil they found the right one I needed did it start to heal over.

I used through my household insurers a solicitor and 3 years later and a lot of agrevation I got an award of £2k+ out of pocket expenses. I have a huge scar which I will will have for the rest of my life. You have to fight these people tooth and nail.

Sainsbury at this particular branch now use plastc baskets - that was after my accident. They must have done a risk assessment.

[dogtired]

Re: Tesco`s Complaints Procedure

Last week in our local Salisbury's the staff had four cages in one aisle, unloading and stocking the cheese etc.
There were the usual trolleys customers etc and one lady with a four wheel buggy, ( mobillity type) she could not get past at all and could not revers as people were behind her, the (male) staff member just looked at her blank when we asked him to move his "cage".
He did, eventually but only after an older, female, staff member told him too.
The lady said its is getting worse and this is not the first time it has happened.
In another aisle some one had just abandoned a loaded trolley in the middle of the aisle and they had piles of stuff at the beginning of each till that was open.

[DawkinsDog]

Re: Tesco`s Complaints Procedure

Hi all,

Quick update as things have become rather worse. I wrote to their Head Office, as I was advised, but got a response saying they were handing it over to their insurers, who would be in contact. In the meantime, my right shoulder, which has been causing occasional problems on and off since the incident, has become considerably worse - to the point I often can't move my lower arm either in front or behind me (I'm right handed, so this makes life flippin' difficult even eating or going to the bathroom). On Friday of last week I booked a doctor's appointment, and on Saturday I got a letter from Tesco's insurers (oddly Tesco themselves).

The letter asked for my National Insurance number, plus numerous other details, and said that they couldn't advance the investigation until they received them. I held off replying as A) I had no idea what my NI number is as I've not needed it for years, and B) I thought it best to consult the doctor first. At my doctor's appointment yesterday I learned that I have a damaged rotary cuff in my right shoulder, and have been referred for physiotherapy - for which the wait could be 4 to 6 which, during which time I have been advised the pain could be severe. Until it is healed I daren't drive, which is obviously far from ideal as a carer who is relied upon to transport my elderly mother, so we're back to paying out for frequent minicabs, plus the already mentioned general pain and inability to function properly.

Today, the day after the doctor's appointment and before I had a chance to respond, I received a further letter from Tesco's Insurance to say that they have already investigated, they cannot ascertain the cause of the incident and it was an "unforeseeable" incident for which they are unwilling to offer any compensation, the £50 Tesco Card already offered was as good as I'd get. They also informed me that their staff are trained in "Clean as you go" - quite what this is supposed to prove, I don't know as they can't clean something of which they presumably aren't aware. This is also predicated upon them doing as they are trained, which seems unlikely as I've personally picked up inserts from newspapers and magazines from their floor and placed them on the shelf on several occasions so that others don't fall!

My problem, other than possibly facing weeks of pain and then physiotherapy, is that they are claiming they cannot ascertain the cause and that it was unforeseeable - but how can the cause be unforeseeable if they cannot ascertain what that cause was!? It seems completely contradictory to me, maybe I banged my head at the same time and haven't noticed!

I'm now going to have to consider one of these no win no fee companies in hope they can help. I've never been after anything more than to be treated fairly, if they'd just offered to cover the expenses I'm incurring it would be something but now I'm faced with weeks, possibly months of pain.

Any suggestions would be greatly appreciated.

[jameswade]

Re: Tesco`s Complaints Procedure

I had an injury on my lower leg which was healing nicely, then I went to Sainsbury and their was a wire basket at the check out and sticking out was a bit of metal which was partially under the checkout but as I moved forward to unpack my shopping - guess where it prodded me right into to my previous injury, it opened up the wound I was in a hell of a lot of pain and had masses of antibiotics later and unil they found the right one I needed did it start to heal over.

I used through my household insurers a solicitor and 3 years later and a lot of agrevation I got an award of £2k+ out of pocket expenses. I have a huge scar which I will will have for the rest of my life. You have to fight these people tooth and nail.

Sainsbury at this particular branch now use plastc baskets - that was after my accident. They must have done a risk assessment.

Im glad to hear that you were able to make a successful claim. Its nice to see when people have genuinely been injured. If anyone else has a similar issue I found http://www.injuryclaimspecialists.com/ useful when I slipped on a wet floor in my local corner shop. The guy had been mopping the floor but didn't put up a sign so I slipped and badly injured my ankle.