Problems with tesco direct/double up on clubcard vouchers

RSJE

Hello, this is my first post, so please be gentle with me! and apologies in advance for the long post...

I recently doubled up my tesco clubcard vouchers to purchase a baby car seat whilst they were on special offer in tesco direct. When i came to purchase the seat online, only £60 of the £80 vouchers i had worked. Here is where the saga begins. I rang the store, which ended up at central customer services, who told me it was a store issue. They put me through to the store, who didnt answer the phone. I went to the store, queued for 30 mins to see customer services, who told me it was a clubcard issue. Came home, queued on the phone for 30 mins to speak to clubcard who told me it was a store issue.....by now it was late, so I didnt return to the store that night. Next morning I went back to the store, checking stock availability before i went, i discovered that the car seat i needed was out of stock! one hour later the store agreed to swap the £20 for a gift card, but refused to compensate me for all the inconvenience - they did admit that there was a problem with the club card vouchers at that time. The problem now is that the 25% off deal is about to finish, and the car seat has not come back into stock. This means that the seat will now cost another £30ish - i think that Tesco should pay this extra, as it was problems with their vouchers, and their inability to resolve the original problem quickly that meant I missed out - i did have the seat in my basket! Would you agree with this?

Has anyone else experienced this with clubcard vouchers?
is anyone aware of any policies that Tesco has regarding compensation to customers that i can use???

thanks very much for reading, and any advise greatly appreciated.

durham_girl

I would agree with you, have you asked them if they will sell at the reduced price?

Fire_Fox

You will get better results by writing a letter than telephoning or dealing with junior staff in store.

jaytin

This sounds very much like the runaround we got when only half of our four case wine order turned up, apparently we were not in to receive the other half of the order, so how exactly did they deliver two cases of it then?! My husband spoke to 6 different people none of whom seemed capable of simply sending out the rest of the order with the original free delivery, the last person said the computer system had gone down, probably just to get rid of him. In the end we discovered they had broken some of the bottles, so they had never even dispatched the other two cases, but they still tried to say we had not been in to receive it! :rolleyes:
I agree with what the other poster said, help-line staff are just not up to making any actual decisions for themselves, if it's not written on their list of what they are allowed to do/say then they simply won't make any effort to help.