Tesco`s Complaints Procedure

[Des]

Re: Tesco`s Complaints Procedure

Hello.
I am very wary of going down the Tesco Complaints route on what happened at a local Tesco Express store last Saturday. Have lived in this area for a very long time so the Tesco Express store was opened in 2007, I usually go there two or three times per week doing food shopping whenever needed. The staff members surely recognises me as I have been pointing Health and Safety as well as Fire Hazard issues to the staff members in respect of cages and boxes left around in the aisles. What happened last Saturday was when I tried to move big boxes around in order for me to reach that product I was looking for, and these boxes, with big bottles of vegetable oils, fell over!! Staff members simply put these back. I bought a pint of milk, sugar and 2 x packets of tea bags and at the self service check-out, I realised to have not enough cash on me and called the assistance (in order to cancel one item out). Staff member came to my assistance and I asked to take a packet of teabags out. I was then able to complete the purchase to my satisfaction. The Deputy Manager came to me asking to check my bags and asked for a receipt. He spotted the packet of tea bags and said "you could have hidden...." I told him "are you accusing me of stealing this item? as a local resident, I have been shopping in this same store, would I steal such items?" He denied this and I pointed to him about boxes on the aisles, he said "I would work on this". The next day, the boxes are still there! Hence, I name and shame a particular store as Tesco Express store, Green Lanes, London, N4.

[Bill-K]

Re: Tesco`s Complaints Procedure

Cheers, Des. FWIW, I believe Tesco's head office is not very far away in Cheshunt (pronounced "Chezzent"). A few words sent there may possibly bring someone down to the N4 shop in person. But Tesco are getting quite a name for themselves as being arrogant and unsympathetic as soon as you go beyond the checkout person for help.

[labman]

Re: Tesco`s Complaints Procedure

A fascinating thread as I am making a complaint to Tesco tomorrow. I'll let you know how I get on.

[alham]

Re: Tesco`s Complaints Procedure

Well, a few years ago we had a bit of ding-dong with Tesco, ended at the CEO's team. In the end resolved it and they sent me a cash card with allegedly £10 as an apology. Guess what? Tried to use it and it was rejected, and when contacted the team again they told me that there was nothing they could do as my issue was "resolved".

[dev1984]

Re: Tesco`s Complaints Procedure

Hi all,

This might sound kind of petty and...no pun intended...pointless but its wound me up even more by the awful customer service i've provided.

For the past (at least) three months every time my phone bill been paid on my club card statement (online) it's showing i get the points, which is around 123 points...the very next day the points are taken away! "tesco mobil promotion" it says...

Firstly the whole reason for taking on the Tesco mobile contract was to obtain club card points! otherwise i'd have never given them a thought.

So i rang on 22nd April and spoke to someone who said they dont understand why it's happening and put me on hold (good thing its a freephone call) while he rang through to some technical dept, then came back and said they told him its mobile he needs to talk to, back on hold i go he then says mobile won't talk to him about it as he isn't the account holder...i found that ridiculous as he's a tesco customer care adviser...so he's acting on behalf of a customer? He then came back said he'd continue the complaint and call me back before Friday 26th April...guess what...no call.

So i called back the next Tuesday 30th. Rang club card customer care...this is where it got ridiculous and really wound me up!

The first guy to answer the call said its nothing to do with club card they only collect the points i need to speak to mobile, he put me through...no said mobile nothing to do with us we have no way of taking points away we can only add them any taking away happens by club card....back through to club card i go, they said its you not them...no says the operator its mobile let me put you on hold while i speak to a col******, all of a sudden another person comes on from mobile has no idea why im on the phone so i explain to her she says i've "probably" been put through so that she can reiterate that it's not mobile its club cards mistake...back through to club card AGAIN, this guy ANOTHER different guy says no its a mobile thing and mobile DO have the means to take points away...back to mobile.......but didn't get through this time as the phone was hung up by them certainly wasn't me.

Basically they passed the complaint back and forth neither department had a clue what was going on, didn't want to solve it for me and were at the end very rude.

I had an email from a few months back when i first complained about the missing points (862 by this point), i emailed back with the information needed but yet again no reply. I replied to that email expressing my frustration and disgust at the service i had received.

It might only be a case of missing points but surely they have no right to take away so called reward points, and now i've been both ignored and had the phone put down on me...just because they are the biggest name in British supermarkets doesn't give them the right to treat customers like shit?

There was an address given on an earlier post in Cheshunt just wanted the advice from anyone on here? write to them? as clearly the other two departments can't be bothered to sort out the issue or treat a customer with respect, or is there another way to deal with this? trading standards?

Andy.

[alham]

Re: Tesco`s Complaints Procedure

Call the head office and ask to speak to the CEO's secretary. They hold the ultimate power.

[nayled]

Re: Tesco`s Complaints Procedure

Hello everybody. I am new to this so if I posted on the wrong place, please to be excused.

Yesterday I bought a box with beers Carlsberg. The packaging was made with stretch folio (to which i payed attention later) but carton box looked untouched so wasn't big deal. Of course when I got home I trough the receipt. Today I opened the box and I got a surprise. Inside instead of carlsberg cans, there were fosters and carling cans. And all of them were damaged in different way and one or tw of them dirty. So today I went to tesco to complain about this and they didnt do anything. They took my tesco club card and checked that I had bought a box with beer from there but they didnt recognize that this is the same box. They say "no way to buy box from here and inside to be different kind of beers. They are packed in different places". I said yes there is way ....here is the beer. But any way they didnt believe me and didnt do anything. They were arrogant and said "maybe some of your friends did a bad joke with you". I am so disappointed from them.
So do you think I can do something about this , because I paid for something and I got something else and even more it is damaged??

[wales01man]

Re: Tesco`s Complaints Procedure

Did you take it back complete with original packaging?
if you did they would give you a refund even the newest tesco employee could tell if thats how the beers left the shop

[ostell]

Re: Tesco`s Complaints Procedure

Looks like this is a box that has been used to store damaged cans and then been shrink wrapped. Beer boxes don't normally have shrink wrap on them. It's either the store or the distribution centre, more likely the latter.

[Inca]

Re: Tesco`s Complaints Procedure

Retrieve your receipt from where you threw it,,take the box and the receipt back to the shop,

[nayled]

Re: Tesco`s Complaints Procedure

Did you take it back complete with original packaging?
if you did they would give you a refund even the newest tesco employee could tell if thats how the beers left the shop

yes I did take it back with original packaging. Of course the box was opened because otherwise I couldnt know what is inside. But they dont recognize that i bought the box with these beers inside. They didnt make me any problem for the receipt, they checked and found that I bought beers but don't recognize that the wrong beers were inside.
And if think a little bit I cant prove that I bought it like that they always can say that i put beers in the box after. So it is pointless to go forward, thanks for your replays guys . I will try to cure my hurt dignity with this mix of beers

[charitynjw]

Re: Tesco`s Complaints Procedure

Shame.

Having worked in the retail business, I would have offered you a 'bogof', at the very least!