Tesco - customer service, what a joke

scottishminnie

Halloway wrote: »

You're quite sexy when you're angry.

Guess it's all those feathers I've been spitting!

scottishminnie

CG19a wrote: »

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.

Thank you - I'm not bothered about the points, simply wished a replacement or a refund when I couldn't have the goods and I simply couldn't see what the issue was.

Perhaps if the SA had been less aggressive and spared me the lecture about customers setting out to "fleece Tesco" (her word's not mine) I wouldn't have been quite so irate. Policy is one thing, discourtesy is another.

staffie1

CG19a wrote: »

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.

A useful reply!
I would have been just as annoyed had it been me in the same situation as OP. Would have been interesting if the clubcard had been lost, wouldn't it..?

CG19a

We only use clubcard with returns to fill out the forms more quickly. Why type it all in when by swiping a card all the details appear on screen?

As for the points thing, we are told in training we don't remove the points unless we suspect something dodgy.(not exact words of training). 10 points is not dodgy. Buying the 12 bottles of a wine that gives 150 extra points per bottle then returning them is dodgy.

CG19a

I'm an ex-services manager, Tesco training regarding customer returns is generally take everyone at face value. If they want to return it, as long as it is within policy then return it, no questions asked. However I would say that if someone walked up to me at the CSD and said to me what I've just said there I'd probably refuse the refund as I'd be highly suspicious of them, but then again it depends on what they are returning.

marleyboy

I would have said that I don't have a clubcard, because I don't, not everyone wants to deal with clubcard points.

CG19a

marleyboy wrote: »

I would have said that I don't have a clubcard, because I don't, not everyone wants to deal with clubcard points.

It would show at the bottom of the receipt if you had a clubcard, and you can't cut it off because then you remove a lot of important information about the transaction at the bottom of the receipt..

kazzah

what no-one seems to have picked up on is that tesco have acted illegally here
under the sale of goods act the goods must be fit for purpose or the customer is entitled to a refund or replacement - a failure to offer the customer EITHER option when they are in posession of their proof of purchase is against the act - full stop.

so i would bas asking for my petrol money for making a second journey too

club cards don't come into the equation - the OP wanted to EXCHANGE the item
presumeably for a similar priced item with a similar number of club card points attached - as the Op did not have their Clubcard with them, they were unable to receive a second set of club card points - so the original points did not need to be refunded to Tescos because a second lot were not being given to the customer

before_hollywood

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.

people that regularly return large items are well known to stores and surrounding stores very quickly

if tesco staff at c.s get petty ask to speak to a manager, the manager wont be bothered to come down and tell them to give you what you want as it isnt worth their shoe leather to defend half the policies anyway

staffie1

kazzah wrote: »

what no-one seems to have picked up on is that tesco have acted illegally here
under the sale of goods act the goods must be fit for purpose or the customer is entitled to a refund or replacement - a failure to offer the customer EITHER option when they are in posession of their proof of purchase is against the act - full stop.

so i would bas asking for my petrol money for making a second journey too

club cards don't come into the equation - the OP wanted to EXCHANGE the item
presumeably for a similar priced item with a similar number of club card points attached - as the Op did not have their Clubcard with them, they were unable to receive a second set of club card points - so the original points did not need to be refunded to Tescos because a second lot were not being given to the customer

I don't think Tesco refused to refund / exchange - they asked OP to come back with the club card. Still a shoddy way of dealing with customers, but not illegal. I'm sure if the customer had stood their ground Tesco would have bowed to the pressure - not least because the last thing they want is a floor show in the middle of the store featuring an unhappy customer.