Tesco refuse to honour £1 off frozen food voucher coupon

Barnetbear

CG19a wrote: »

To be honest, as a Tesco Manager I would have accepted that coupon. It may not have scanned through the till, but there are a couple of things I could have done to make it go through the till. I'm surprised that they never put it through anyways, for the sake of £1 and keeping a customer, I know I would have.

The extremely pleasant checkout captain or supervisor (whatever they call them in Tesco these days) said the Customer Desk would give me the £1, but after I queued to see them there the polite but unfriendly person on the desk said no she wouldn't. I didn't say to her "But the checkout supervisor said you would!" as I didn't want to make a fuss with a matter that I believe to be HQ's fault. But your attitude is the sort of attitude that keeps customers; the cold albeit polite refusal attitude from the desk there does not. The apology but no reimbursement letter from Tesco does not either.

Just to add for completeness: when I first rang Tesco's 0800 number to complain I got a "can't be bothered" type on the phone who told me it was Clubcard's problem. When I went through to Clubcard they told me it was a Tesco complaints line problem and explained the situation to Tesco complaints so I didn't have to go through it all for a third time. The final lady I spoke to at Tesco complaints was a perfect example of customer care professional handling assuring me a higher manager would look at the complaint etc but she made no assuring comment when I asked for reimbursement. The end result has been a swift apology for confusion letter, but no reimbursement. That's not the correct outcome as far as I am concerned, and I am already diverting my spend.

CG19a

Barnetbear wrote: »

The extremely pleasant checkout captain or supervisor (whatever they call them in Tesco these days) said the Customer Desk would give me the £1, but after I queued to see them there the polite but unfriendly person on the desk said no she wouldn't. I didn't say to her "But the checkout supervisor said you would!" as I didn't want to make a fuss with a matter that I believe to be HQ's fault. But your attitude is the sort of attitude that keeps customers; the cold albeit polite refusal attitude from the desk there does not. The apology but no reimbursement letter from Tesco does not either.

Just to add for completeness: when I first rang Tesco's 0800 number to complain I got a "can't be bothered" type on the phone who told me it was Clubcard's problem. When I went through to Clubcard they told me it was a Tesco complaints line problem and explained the situation to Tesco complaints so I didn't have to go through it all for a third time. The final lady I spoke to at Tesco complaints was a perfect example of customer care professional handling assuring me a higher manager would look at the complaint etc but she made no assuring comment when I asked for reimbursement. The end result has been a swift apology for confusion letter, but no reimbursement. That's not the correct outcome as far as I am concerned, and I am already diverting my spend.

It really annoys me when some people can give the rest of us a bad name. I just think of all the people who the glitch has happened to, and to be honest glitches happen everywhere whether its Tesco or not, and then had to come up against really stupid CSD people who actually can't see that for the sake of £1 and honouring the coupon we could have kept a customer. The problem that Tesco has is that being classed as the number 1 retailer in the country, we have a long way to fall when something goes wrong, and people like you encountered at the CSD just make us all look bad.