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Outrageous Tesco Express

Dalglish
Posts: 194 Forumite


Hi
I have experienced a very unpleasant situation as a Tesco customer & I would like to establish what I can do to remedy this situation.
Here is a brief summary:
Today, I visited my newly-opened Tesco Express (the small one) and purchased £20 worth of goods. Usually, my weekly Tesco bill approaches £200 from a larger store.
At the Tesco Express checkout, I wanted to redeem a pre-paid newspaper voucher for my daily paper. As the voucher was within-date but the price of current price had increased from £1.80 to £2.00, I asked the cashier to accept the voucher as valid.
The cashier was unsure if the voucher was acceptable, despite my claim that other Tesco stores and other retailers, did accept the voucher.
The cashier summoned the store manager and by this time, a long queue had formed behind me.
The manager insisted that her scanner would not recognise the voucher and at this point, I pointed out that because other Tesco stores had accepted the voucher without question (paid for and within date), that “this was ridiculous” for the sake of 20p.
At this point, the store manager “exploded” and accused me of labelling her as ridiculous, to which I corrected her saying it was not her I was labelling ridiculous, but the store scanner.
The store manager then shouted across the store I was not to visit the store again as I was now banned.
Astonished, I left the store, shaken and returned home.
A short time later, I called Tesco HQ in Cheshunt and though I was unable to speak to someone in authority, I was assured that the Tesco Express store should have honoured the voucher.
A very unpleasant episode but I would like to know what I can do to obtain the apology I truly deserve. Thank you.
I have experienced a very unpleasant situation as a Tesco customer & I would like to establish what I can do to remedy this situation.
Here is a brief summary:
Today, I visited my newly-opened Tesco Express (the small one) and purchased £20 worth of goods. Usually, my weekly Tesco bill approaches £200 from a larger store.
At the Tesco Express checkout, I wanted to redeem a pre-paid newspaper voucher for my daily paper. As the voucher was within-date but the price of current price had increased from £1.80 to £2.00, I asked the cashier to accept the voucher as valid.
The cashier was unsure if the voucher was acceptable, despite my claim that other Tesco stores and other retailers, did accept the voucher.
The cashier summoned the store manager and by this time, a long queue had formed behind me.
The manager insisted that her scanner would not recognise the voucher and at this point, I pointed out that because other Tesco stores had accepted the voucher without question (paid for and within date), that “this was ridiculous” for the sake of 20p.
At this point, the store manager “exploded” and accused me of labelling her as ridiculous, to which I corrected her saying it was not her I was labelling ridiculous, but the store scanner.
The store manager then shouted across the store I was not to visit the store again as I was now banned.
Astonished, I left the store, shaken and returned home.
A short time later, I called Tesco HQ in Cheshunt and though I was unable to speak to someone in authority, I was assured that the Tesco Express store should have honoured the voucher.
A very unpleasant episode but I would like to know what I can do to obtain the apology I truly deserve. Thank you.
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Comments
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Email the Tesco Chairman on [EMAIL="terry.leahy@tesco.com"]terry[/email].leahy@tesco.com I did when I had a problem, I had a personal letter back and an apology from the store manager in question.
They should investigate and hopefully have a word with this manager about how to communicate with customers.0 -
Maybe write to the hq, but if they had said to me they couldn't accept it then I would have paid the extra 20p and ot on with it. After all causing such a fuss over 20p and making people form a queue behind you is in my opinion ridiculous. I would say that if the voucher was not printed by tesco then they don't have to take it and if they refuse then maybe you shouldn't have got so fussy.
Although the events that followed were probably uncalled for so I don't want to try and excuse the following problems so as I said maybe write to HQ0 -
thanks both - as you can see, it's not the 20p that's the issue here, it's having abuse hurled at me in front of a full shop when I was quite within my rights to ask for the voucher to be redeemed. After all, Tesco HQ on the phone afterwards said they should have accepted it - what does this say about Tesco management training?0
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and let us not forget, Willo65, it's exactly that - paying up the 20p and walking away which is exactly what they want us to do. After all, isn't that because we are British?
No, I'm not letting this one go ..thanks again0 -
and let us not forget, Willo65, it's exactly that - paying up the 20p and walking away which is exactly what they want us to do. After all, isn't that because we are British?
No, I'm not letting this one go ..thanks again
Get a life
The voucher was more than likely issued by a third party rather than tesco thus its entirely their discretion to accept it.
secondly as the voucher was for 1.80 you had no right to insist it was accepted
Ultimately its down to individual store managers to decide on policies etc and you clearly need to get a life.
If you had paid the extra 20p you werent entitled to anyway problem solved.0 -
On the issue of the way you are treated - I agree it was unacceptable. However no one can demand that a coupon or voucher is accepted as they are not legal tender.0
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just out of interest what was the paper that costs that much?Weight Loss - 102lb0
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It was the Financial Times, hjb123 - also, it seems Linas needs either to pick up a Specsavers voucher or get an interpreter - read the posts before posting your comments - I say again, it's NOT the voucher, it's the abuse being hurled at me for what was a reasonable request. Incidentally, Yahoo answers has just fed back comments from an anonymous Tesco manager saying I have every grounds for a complaint.
My goodness, if that's the best you can do Linas ...0 -
I would say a lot depended on how you acted.
If you were quiet, calm and polite, maybe offering to let others in the queue be served whilst the manager came to sort it out,and were not at all rude, agressive or demanding, then they should apologise.0 -
and let us not forget, Willo65, it's exactly that - paying up the 20p and walking away which is exactly what they want us to do. After all, isn't that because we are British?
No, I'm not letting this one go ..thanks again
Dalglish, I am horrified at the treatment you got - but not surprised - it's fairly typical Tesco 'customer service' to be rude to customers. Waitrose are nicer about coupons!
But just to clarify, the scanners in Express stores definitely can scan the same vouchers that a large store till can. If your coupon had a barcode starting with 99 and was for a product stocked by that Express store (I gather you were indeed buying the FTimes) then they should have at least scanned the coupon.
But...they could only claim back £1.80 plus the usual 2p handling charge. I think it would be a very unusual retailer who would enter a £1.80 coupon for £2 in value - they cannot reclaim this money.
I think the issue of the paper having gone up in price should be addressed via email to your FT subscription address. Maybe they can send you some more vouchers valued at £2 each (they are about because I have some). I do think the 20p isn't Tesco's issue, it's the Financial Times.PRIVATE 'PCN'? DON'T PAY BUT DON'T IGNORE IT (except N.Ireland).
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