I wanna complain - Can anyone help me please??

dawnylou

Ok first of all I apologise if this is in the wrong place!


Ok, it was Mam's birthday on Saturday so I thought I would surprise her and send her a bouqet of flowers.
I ordered them from Tesco.

Anyway Saturday morning comes round and there is a knock at the door and a courier gives me a large box?? I realise it has 'fresh flowers' printed on the side of the box......
Mam's name is printed on the front....but with MY address instead of hers!!
I was so upset, the whole point was so that SHE would receive them of course!!

Anyway I thought there was no way they could make such a silly mistake so I log on to check my order.
In my junk mail was an order confirmation to say they would be delivered to my address!
I was certain I would not have made such a silly mistake, especially as I spent so long pondering over a soppy message and basically checking and checking and checking again to make sure everything was correct & perfect too...
So I log onto Tesco, and follow the step by step procedure as if I was going to order some flowers. Lo and behold when I get to the page where you enter the delivery name and address my Mam's details are all still input clear as day. Now those details had obviously been saved their from when I placed the order, right?

Well I was mad so yesterday I emailed them:

Dear Sir/Madam,
>I recently ordered some flowers for my Mothers birthday as I knew I wouldn't
>be able to see her, however the flowers were delivered to MY house instead
>of hers as I had requested.
>I was unable to go and see her so she didn't get the flowers until today.
>
>I did at first think I might have made the error when ordering, somehow.
>However I have since logged in and if I follow the procedure as if I want to
>order flowers my Mothers name and address come up for the delivery address,
>so obviously I had entered the correct information when placing the order,
>otherwise all of that information would not be saved on your site.
>
>Obviously someone there has made a mistake when processing the order, and I
>understand that it is probably extremely busy at this time of year, but I do
>think that perhaps a litle bit more care should be taken when processing
>peoples orders.
>
>D Metcalf
>


And today I got this response:

>Thank you for your email.
>
>Please be assured that we are unable to make amendments to an order once it has been submitted. The system will allocate your order directly to our supplier upon your payment confirmation.
>
>Please accept my apologies for any inconvenience this may cause.
>
>For future reference, shoudl you find that you have reason to cancel your order, please note the following:
>
>As a Tesco.com Extra customer you now have the ability to cancel a single line, or cancel your whole order on the Tesco.Com Extra website for Books, Flowers, Entertainment and Tesco Jersey orders.
>
>Simply follow these instructions:
>
>1. Log into your Tesco.Com account.
>
>2. Click on the 'My Account' link and under the heading 'Orders' select 'Your Extra Orders' option.
>
>3. Please click on the link 'Make a cancellation' on the corresponding order you wish to cancel or delete order lines.
>
>4. To delete the whole order please click on the 'Cancel Order' button. If you wish to just delete a separate line and not the whole order click on the 'Cancel Line' button.
>
>5. You will receive an email confirmation when the cancellation has been successfully processed.
>
>If you have any further queries please do not hesitate to contact us at customer.service@tesco.co.uk quoting TES1569890X.
>
>Kind Regards
>
>Tesco Customer Service
>


Now this has made me even more mad - they appear to have avoided giving an apology in any form at all, and to be honest reading their response I don't think they even read my mail properly as I never said I wanted to cancel or make amendments to my order - I simply wanted it to be posted to the address I specified in my order!

To make things worse the flowers were pretty dismal, and a little wilted by the time I passed them on so it looked like a crappy present anyway!
I am so upset by all of this and I want them to apologise!
However I am no good at complaining really as I hate any sort of conflict at all.
Does anyone have an ideas on what I could say please??


Sorry i have ranted so much, I'm just more disappointed than anything as this should have been something special for my wonderful mother and I feel it just didn't cut it at all!

crossleydd42

This is just symptomatic of so much bad service we get these days, with nobody caring a damn. As you say, they've completely lost the plot and didn't even read your email.
Write a letter to their HQ in Chesham and enclose yr and their email.

dawnylou

crossleydd42 wrote:

This is just symptomatic of so much bad service we get these days, with nobody caring a damn. As you say, they've completely lost the plot and didn't even read your email.
Write a letter to their HQ in Chesham and enclose yr and their email.

Where would I get that address from? thanks!

mandi

I dont know if your like me but I detest writing letters of complaint , because if I have a complaint, iwant it sorted then and there.. my suggestion would be to contact customer service. number will be on their web site, and be polite yet firm..
Tesco are pretty good with their complaints and im sure youll get a refund if nothing else..

Mandi

cariad123

What a pity. I've always been lucky with my Tesco flower orders. Try complaining again to the Manager of Customer Services Department. Good luck

trinnylilac

I would call also as I recently sent an e-mail complaint and got a reply that was so pathetic it made it obvious to me that the person reading it didn't do it properly and didn't resolve my query.
If you call customer services take the name of the person you speak to and you will also find it much easier to get your point of view accros. Also say how upset you are with the reply you got by e-mail and mention that you thought Tesco's moto is "Every Little Helps" and you havn't been.
Good Luck.

dawnylou

Thank you so much to all of you. The main reason I didn't want to phone was because I don't like any sort of confrontation and I might just back down if I'm speaking to someone as I'll get wound up!
I replied to the email and stated how angry I was that they didn't even seem to read the mail, let alone apologise for their error. I advised them i would probably write to the head Office to try and resolve this complaint.

*sigh*

Sarahjovi

Email Again, I had cause to complain to tescos a couple of years ago. Eventually after several emails, I got the response I was looking for! I think they have stock answers to fob you off and then if you persevere they will give you an individual reply and resolve your problem.

Mentioning the Trading Standards always gets a favourable response, and also add, I will take further action should I not receive a reply within 7 days. (further action can be just sending another email!) However it shows you are not going to be fobbed off!

Remember you paid for a service that you didn't receive! (Flowers to the wrong address is not what you paid for!)

Good luck

Sarah

Claudie

If you prefer to complain in writing then this site is really helpful.

http://www.howtocomplain.com/

I have used it and found it pretty good. They have the addresses for most Head Offices, templates etc and they even follow it up for or with you.

skintchick

dawnylou wrote:

Where would I get that address from? thanks!

Ring any store and ask for it.

photome

I think you would be better off complaining in a letter, enclosing copies of emails etc.

Thats only my opinion, but you can address a letter to someone ie MD, or whoever you feel is best, whereas an email is only (probably ) going to be read by the office junior.

The very least I would expect is a refund and or a new bunch delivered to your mothers address.

I hope you get somehwhere.