Tesco - customer service, what a joke

CG19a

kirstenc wrote: »

Im pretty sure that Tesco now request Clubcards for any product returns even if it is just a change of mind, as they are wanting to trace the type of things that are being returned and the reasons why etc etc
They can collate all of this info and run reports and stuff. Im pretty sure though that its not the most important thing, and that if you dont have it there shouldnt have been a problem at all!!

The only time you would be asked for a clubcard when returning an item is when you either:

1)want a product report completed ( ie foreign body, or quality issue with item)

2)Returning a "hardline" item such as tv or ipod and other electricals.

In both cases it is only used as a quick way to get your name and address since we already have them on the computer and to allow the company to contact you about your complaint. If you don't have your clubcard with you then we can type in your details manually, it just takes a few minutes longer.

mrcol1000

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.

I am on Tesco's side on this. Although its "only" 10 points if you turn that into deals then times it by 100 customers per store at every store thats a hefty amount of money lost.
End of the day you only had to go back the next day or you could have gone back on your next shopping trip.
I think your getting over excited about nothing and so are other people on this board. People seem to think that stores have to worship the ground that customers walk on. Don't shop at Tesco anymore I am sure some how they will battle on in these diffcult times without your business.

geri1965_2

I've never been asked for my Clubcard when I've returned things.

pendulum

mrcol1000 wrote: »

I am on Tesco's side on this.

Tesco made a mistake here, the manager of the store has basically admitted that.
So you are not on Tesco's side, you are on the side of the staff member who made the mistake and acted against policy, and acted against the interests of the customer.

Thats not the right side to be on.

A lot of the time, people return products because they suck. Like me returning a really useless DVD player the other day. Being able to keep the clubcard points, as I was allowed to, is a little compensatory gesture, and its fine. The policy is to only take clubcard points back if someone's deliberately abusing the returns procedure, and to let genuine customers keep them, and that's the right policy.

If they refused me a refund over 10 lousy clubcard points and wanted me to go home to get the clubcard first, subjecting me to all that inconvenience, then I would not be happy, although I would definitely not leave without speaking to a manager first.

mrcol1000

pendulum wrote: »

Tesco made a mistake here, the manager of the store has basically admitted that.
So you are not on Tesco's side, you are on the side of the staff member who made the mistake and acted against policy, and acted against the interests of the customer.

Thats not the right side to be on.

A lot of the time, people return products because they suck. Like me returning a really useless DVD player the other day. Being able to keep the clubcard points, as I was allowed to, is a little compensatory gesture, and its fine. The policy is to only take clubcard points back if someone's deliberately abusing the returns procedure, and to let genuine customers keep them, and that's the right policy.

If they refused me a refund over 10 lousy clubcard points and wanted me to go home to get the clubcard first, subjecting me to all that inconvenience, then I would not be happy, although I would definitely not leave without speaking to a manager first.

I just personally think there are companies doing a lot worse than asking someone to bring a bit of plastic in before they will give a refund. The way some people are posting you would think Tesco had kidnapped her children and held them ransom for the clubcard or something.
I just can appericate why staff would stick to the rules they have been told to the letter when they are having to put up with people like that. Instead of jumping up and down in rage and saying your never going to shop at Tesco again politely ask to see the manager to confirm policy or take a deep breath and come back the next day.

Samba_Pa_Ti

Gillianh2 wrote: »

I ventured into one of those small Tescos today and will never go in this particular one again. There was a fairly large queue at the checkout, there were the 2 self service tills and the one till manned by a Male assistant. A supervisor came in on shift and asked said Male where are the rest of staff to which he replied loudly " how the fxxxk would I know I have been stuck behind here all morning" The supervisor laughed at him and remarked that the Heat must be getting to him!!!!!

I found his language unacceptable as there were a couple of elderly people and children in the store and for a supervisor to laugh at his remark was shocking. Needless to say I have complained and was told that it was harmless banter between staff:rolleyes: Not the kind of banter I want to listen to so I shall vote with my feet and avoid Tesco in future.

they swear in asda and sainsburys too its shocking : (

notbryan.ryan

Loyalty points eh??? Decent customer service would foster a lot more loyalty imho.

That said...I've been on the recieving end too. I worked at Boots one Christmas and had one lovely customer shout and swear in my face over 12p of Advantage Card points.

dramaqueen1973

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.

Hello, It seems to me that Tesco are more concerned with the customer "stealing" club card points than customer service!!

Dont have a lot of time for Tesco due to these very reasons!

Sainsburys so much better!!

xxx

hbloomers

I was in my local tesco tonight. Admittedly it was fairly late, around 11pm, but the shop doesn't close until midnight. When I went to pay for my shopping, all the tills were closed! One till was closed to new customers, and all the self-service checkouts were closed too. And it wasn't as if I was the only person in the shop either. There were around five of us, standing around with no where to pay. To be fair, it only did take them a few minutes to open another till, but I think the very fact that they were closed is ridiculous. The shop wasn't due to shut until midnight.

CG19a

hbloomers wrote: »

I was in my local tesco tonight. Admittedly it was fairly late, around 11pm, but the shop doesn't close until midnight. When I went to pay for my shopping, all the tills were closed! One till was closed to new customers, and all the self-service checkouts were closed too. And it wasn't as if I was the only person in the shop either. There were around five of us, standing around with no where to pay. To be fair, it only did take them a few minutes to open another till, but I think the very fact that they were closed is ridiculous. The shop wasn't due to shut until midnight.

The checkouts run "end of day" at 11pm everynight, once it starts running they can't accept any new customers to the checkout, however like you said it only takes a couple of minutes then they can open a new checkout. Most late night and 24 hours stores I've ever been in announce over the tannoy that the tills will be out of action for around 5 minutes at 11pm.