TK Maxx - no regard for consumer statutory rights

baddiebasher

It is not about bad attitudes, it is about customers demanding somethng they have no right to and throwing a little temper tantrum like some spoilt kid.

My job involves complaint investigation and analysis (and I do a thorough job - usually starting with all communications from the very first contact a customer has). About 40% of all complaints are unjustified. Of these, about 90% are down to the customer being, well, an a**e.

before anyone says "well the other 60% are the fault of staff", only about 2% of complaint are on staff attitudes, rudeness etc. Of these, about 60% are unjustified.

hollydays

I had a smilar issue once,with a company who are normally very good at resolving complaints.
Bought hubby a pair of slip-on backless shoes,he wore them on holiday,and I (not him,strangely enough!):eek: noticed they were different sizes, he stopped wearing them.

Took them back when I got home,the assistant said she would go and speak to the Manager.

She came back saying she couldn't exchange them,as they had been worn.Tried to state my case,but they were having none of it.

Not satisfied with this ludicrous answer,I rang their Customer Services Dept,who agreed I was entitled to a refund and they gave the shop an earful.When I returned back to the shop the Manager claimed to know nothing about it(duty manager no doubt was acting while Manager was at lunch),and gave me a refund.

andyrules

baddiebasher wrote: »

It is not about bad attitudes, it is about customers demanding somethng they have no right to and throwing a little temper tantrum like some spoilt kid.

My job involves complaint investigation and analysis (and I do a thorough job - usually starting with all communications from the very first contact a customer has). About 40% of all complaints are unjustified. Of these, about 90% are down to the customer being, well, an a**e.

before anyone says "well the other 60% are the fault of staff", only about 2% of complaint are on staff attitudes, rudeness etc. Of these, about 60% are unjustified.

Well to keep on topic, if this op lost his temper then it was probably justified! Maybe if these small issues were dealt with properly then there would be fewer 'tantrums' all round:rolleyes:

baddiebasher

I would agree.

I remember one incident a few years back when a customer was crying (not figuratively - really crying) down the phone as he had been passed from department to department, cut off, told "tough" - everything that you should NOT experience when you call customer services with a legitimate complaint.

Two hours later, after I had sorted the problem, he started crying again in relief at having the issue resolved (I got a rollocking from my manager for eceedin my targets).

But what I am saying is that a sizeable proportion of complaints are unjustified. I am not trying to detract from those that are legitimate and where, as in the case above, one could not blame the customer for feeling as they do. I deal with both issues very seriously.

My advice for dealing with complaints is to be polite, calm and firm. Make it clear what the problem is and what is needed (reasonably) to resolve it. If you get nowhere, put it in writing, again being polite but firm.

One always has recourse to the courts, but should rarely need to use them - equally as rarely to have need to scream at some poor McJobber who has no idea of what has gone on.

The problem comes down to the way companies "train" their employees and pile tons of useless and meaningless targets on them, whilst at the same time extol their own (non-existent) excellent customer services that do not actually service customers at all.

baddiebasher

They shold not do so unless specifically requested.

Coupon-mad

d.edna wrote: »

Did they refund you in coupons?

Hello dame edna, am I the latest person you are following around?:j :rolleyes:

To answer your question, no, when I very occasionally return something to Tesco, the CS staff at my nearest two stores don't turn a hair about the coupons on my receipt because they know the Tesco coupon policy and most of them know me. I am not a serial returner just a serial coupon-user. In fact in one local the Till Manager happily chats and gets coupon-finding tips from me when he spots me instore.

I had the pleasure of 'meeting' some local friendly Tesco staff last year when the coupon policy was confirmed in the CSM Daily Update in June 2007 (you know, the one your store didn't read). I went in and politely asked about it until both stores read the policy, checked my mocs a few times then left me to it agreeing that they saw nothing wrong in how I pay. Haven't had a problem since, just the odd newbie cashier calling to check & getting a yes straight away from the Supervisor.

Occasionally with a refund the CS staff say 'as you paid in coupons we'll refund you on a giftcard' and I thank them and say that's fine (of course). When I collect a double the difference refund that's usually in cash though as it's Tesco's mistake.

Sorry all, felt I had to reply to Tesco's one-woman self-appointed gestapo on this thread.

Hope the OP gets the sunglasses complaint sorted out tomorrow!

10past6

Coupon-mad wrote: »

am I the latest person you are following around?

:rotfl: :rotfl: :rotfl: :rotfl:

10past6

Coupon-mad wrote: »

I had to reply to Tesco's one-woman self-appointed gestapo

I can assure you, edna is certainly not a woman :eek: the dame bit, well, I couldn't comment on :rotfl: :rotfl:

marleyboy

baddiebasher wrote: »

It is not about bad attitudes, it is about customers demanding somethng they have no right to and throwing a little temper tantrum like some spoilt kid.

My job involves complaint investigation and analysis (and I do a thorough job - . About 40% of all complaints are unjustified. Of these, about 90% are down to the customer being, well, an a**e.

before anyone says "well the other 60% are the fault of staff", only about 2% of complaint are on staff attitudes, rudeness etc. Of these, about 60% are unjustified.

an analysis particularly based on percentage ratios, as well as a thorough job on the equation, would have a specific percent rate for a specific ratio, I.E. 92% compared to 8% , and NOT about 90%.

somebody who works in analysis investigation, would or at least should know as I could ask at what percent ratio is the "about", are we talking 5% either way???

baddiebasher

Well excuse me for not being a mathematician. My job is not to analyse percentages, but the nature of the complaints and their causes - that is what I am thorough in.

Can I suppose that you remember every single detail of your job?

Thought not.