Tesco - customer service, what a joke

scottishminnie

Just left my local Tesco - absolutely livid at their shocking customer service. I was returning a keyboard and mouse set which was faulty, I simply wished another however they had no more so I requested a refund. As well as the original receipt I was asked to produce my clubcard. I didn't have it with me as I thought it was a case of simply swapping the goods for a replacement. When I said I didn't have it with me I was told I couldn't have a refund or a credit note. The reason given for this was that I had to produce the clubcard so the points I had been awarded could be taken back as I was no longer entitles to them (that was a whole 10 points by the way).

When I queried it I got what can only be described as a lecture about how customers are fleecing Tesco by buying goods , swiping their clubcards and then returning the goods later.

Well suffice to say when I go back tomorrow complete with my clubcard to get my refund it's likely to be my last ever visit to Tesco. I've no objection to them taking points back but I'm sure they could have accessed my clubcard without the need for me to make a return journey and without inferring that anyone seeking a refund is perpetrating some kind of scam.

Spitting feathers:mad:

robpw2

you cannot access clucard details on any of the tills
so what did you expect them to do .. magic your information out of thin air

mrcow

When you go back tomorrow - are you going to insist that they pay your petrol for the additional journey?

Did you ask to speak to a manager over this? There is no way that I would have left the store without my money.

robpw2

why if she was going to tesco did she not take her clubcard with her mines always in my wallet and also on my keys ... i just think its a bit odd .

Halloway

scottishminnie wrote: »

Spitting feathers:mad:

Well have a glass of water then.

Halloway

It seems quite reasonable to me that any clubcard points should be rescinded at the same time that the refund is given. Otherwise what's to stop me from buying expensive items, collecting the points and then returning the items and keeping the points? Sorry but I don't think you have much cause for complaint.

hollydays

Yep,they have to treat everyone the same.I don't think it odd you didn't have your card with you,but put it down to experience.

scottishminnie

Halloway wrote: »

It seems quite reasonable to me that any clubcard points should be rescinded at the same time that the refund is given. Otherwise what's to stop me from buying expensive items, collecting the points and then returning the items and keeping the points? Sorry but I don't think you have much cause for complaint.

Had you taken the time to actually read the original post you would have seen that "I've no objection to them taking points back but I'm sure they could have accessed my clubcard without the need for me to make a return journey and without inferring that anyone seeking a refund is perpetrating some kind of scam."

and since I wasn't initially looking for a refund simply a replacement I had no intentions of buying anything else at Tesco, hence no clubcard. I keep these so called loyalty cards in a separate wallet, only taking it when I'm going shopping. Today's visit wasn't a shopping trip.

scottishminnie

robpw2 wrote: »

why if she was going to tesco did she not take her clubcard with her mines always in my wallet and also on my keys ... i just think its a bit odd .

My car keys and house keys containly simply that, keys. No tesco cards, no furry toys, no mickey mouse keyrings at all as I find that tacky. Other's can do as they please I don't care, it's quite simply a matter of personal taste

Halloway

scottishminnie wrote: »

Had you taken the time to actually read the original post you would have seen that "I've no objection to them taking points back but I'm sure they could have accessed my clubcard without the need for me to make a return journey and without inferring that anyone seeking a refund is perpetrating some kind of scam."

and since I wasn't initially looking for a refund simply a replacement I had no intentions of buying anything else at Tesco, hence no clubcard. I keep these so called loyalty cards in a separate wallet, only taking it when I'm going shopping. Today's visit wasn't a shopping trip.

You're quite sexy when you're angry.

CG19a

They've handled this completely incorrectly.

They should complete a "Hardline Return" to process your refund. To do this it asks for the customer's details, the quickest way to get them is to swipe your clubcard as we already have them, but if you don't have it we can just type them into the system and "add customer."

With regards to the 10 points, we can't remove any points instore, only add them. Normal procedure is to let you keep them, however if we suspect someone is taking advantage of an offer such as 150 points free with this item, buying them and then returning them, we would contact clubcard, and have them remove the points, but it is all long winded.

Go back tomorrow and ask to speak to a manager. Tell them their refund policy, as detailed on the back of their receipt, and on the wall at the CSD, is return your item within 28 days with receipt.