Should I complain? Re:Tesco's bad service

slummymummyof3

I think it is appalling that you were treated like this. How embarrasing to have to stand there in front of other customers etc while this argument was going on between customer services woman and the manager - I would have felt as if she was insinuating I was stealing. I would write to head office without a doubt and not hold back on how it made you feel.

trinidadone

u poor thing, having to go through this experience with a massive company like tescos. arguing infront of customers, going back on agreements, displying incorrect pricing and deaaling with the complaint unprofessionally, should this be taken further, hell yes, this is totally unacceptable. Write a letter to there head office (they must have a complaints procedure) explain your experience again. I think they need to be given the opportunity to put things write, which should include an apology AND shopping vouchers.

This sounds like a crazy store to shop in!!

Pennywise

Was he really the manager? Or was he a department manager or even just a team leader? Perhaps the CS assistant at the till knew the rules better? Perhaps she was more senior? The term "manager" is thrown about so loosely these days - once it meant something when managers had real power over their own stores, but now they are just mouthpieces following orders from head office - very little more than supervisors or team leaders. I suspect the CS assistant was a lot better versed with Tesco policy but it is very hard to say without having been there. I think a letter to head office is definitely a good idea - something seems to be going wrong at your store and head office needs to know about it.

sarahg1969

Pennywise wrote: »

Was he really the manager? Or was he a department manager or even just a team leader? Perhaps the CS assistant at the till knew the rules better? Perhaps she was more senior? The term "manager" is thrown about so loosely these days - once it meant something when managers had real power over their own stores, but now they are just mouthpieces following orders from head office - very little more than supervisors or team leaders. I suspect the CS assistant was a lot better versed with Tesco policy but it is very hard to say without having been there. I think a letter to head office is definitely a good idea - something seems to be going wrong at your store and head office needs to know about it.

If she were more senior, then she should have taken the "manager" to one side, and spoken to him away from the customer. If he were more senior, then he should have done the same. It is not on to argue in front of customers.

foxxymynx

Poor management skills IMO.

You got the product that you wanted, but that isn't the issue. The issue is that you were inconvenienced and embarressed by a company showing poor customer service skills.

I'd complain and state what you wish to be done about it (eg an apology, "comensation for hurt feelings", training for the cashier - especially in manners!)

Coupon-mad

omen666 wrote: »

I would try and get them on their R&R Policy. Cannot see how the !!!! a lowly assistant mugged off a manager on the shop floor and he backed down. It's not like it is money from her back pocket and he has auth'd the refund so where is the problem.

There is no longer an R&R (refund & retain) policy. But there is a 'double the difference' (DTD) policy at Tesco if you are overcharged. And the Duty Manager admitted that he felt the Shelf label was misleading so as an unsuspecting customer, you were overcharged. People have reported DTD refunds given in similar circumstances before on the Tesco misprices thread.

There's a sign behind most CS desks which says 'if in the unlikely event you are charged more than the price on the shelf or the product, we will refund double the difference'.

That could have been £260 refund then if they felt you have been overcharged...nice. Except it's all in the past now and harder to argue for (especially now that you have accepted the correct item at the correct price, if I understand the OP correctly).

You could try ringing Customer Service on 0800 505555 but it's difficult for them to do much now you have ther correct item in your hands. Maybe they'll send you a little gift card by way of an apology but it's a shame you didn't get the £260 really, would have been a nice cheap telly at £69 (£329 - £260).

superstylin

maybe the manager had just ended an affair with the bitter Service Advisor and he's scared that she'll tell his wife - the local tesco manager here was found doing the do with a till worker in his bmw in the car park!

EDIT: i said a till worker not a till - that would just be weird!