Help Needed! Vouchers Were Stolen in Tesco

SunnyJane

Hi all,

I really don't know who and where I can ask for help and really feel helpless and frustrated now...

A whole pile of my Tesco vouchers which were accumlated for the last 18 months was stolen in Tesco store recently. I rang Tesco Customer services and was told in total £51 had been already spent by another person together with another Tesco clubcard (of course it was the thief!) but due to data protection they could not let me know the person's name and address.

They told me out of £51 vouchers, £23 was spent on a postal order (to the person's address) and £28 was spent in the store. Tesco also assured me that they would re-issue the vouchers and refund it to me. However, today when I rang Tesco again to confirm if this has been properly arranged, I was told by the senior supervisor (apparently according to him, he was the highest position for such issue that I could ask) that he would not refund the money to me, no reasons were given.

I have reported it to the police but don't think the police can do anything about it.

I don't think I am the only victim for such crimes. Anybody has any such kind of experience? How shall I deal with it? The supervisor said there was nowhere I could go and report or complain about his decision. Anything that I can do?

I'd be really grateful if anyone could give any advice.

mogchops

That is terrible!!

Right, firstly Tesco themselves are partly to blame here, if they have accepted clubcard vouchers in payment without checking the accompanying clubcard was the same number as on the voucher.

Yes they can and should reissue all the vouchers to you.

If you are getting nowhere, write to Sir Terry Leahy direct, I dont have the address, but I'm sure someone will come along with it shortly.

Also, I would recommend you pop over to www.paidtoshop.co.uk - as that forum is pretty much dedicated to Tescos, and I'm sure you will get some very good and helpful advice there.

Good luck, and keep fighting!

YeovilFC

Do you mean gift vouchers or Clubcard vouchers?

If you're talking about Clubcard vouchers, we had a similar situation, though not as bad as yours. We had built up a substantial amount of Clubcard vouchers which were sent to our old address which we moved out of a couple of months ago. Instead of fowarding the post on, the lovely new people in there decided to open all of our post and spend the clubcard vouchers, which some numpty at Tescos in Plymouth let them do without a Clubcard.

Anyway, we rang the actual Clubcard line and explained the problem, and they have put the points directly back on to the card (which now shows up on the statement receipts) and we will receive the vouchers again next time we are posted a statement.
I'm not sure if you've contacted the Clubcard line directly, but if not, I would suggest doing this rather than ringing your store directly. Having worked in Tescos, there are some idiot managers out there who think they are God and can decide what to do about anything.
If it's proven that the Clubcard vouchers haven't been spent by you (which they can obviously verify), then I would imagine you would have no problems getting the points back.

On the other hand, if you mean gift vouchers, again, I would ring Tescos Head Office rather than Customer Services or your local store. It's a bit more complicated as it's unlikely you can prove you bought them/they were bought for you. But if you plead your case and say what you've said in your original message, it would be a harsh person to refuse you any compensation. Especially if you have a reference number from the Police.

I do sympathise with you, and hope you get it sorted.

SunnyJane wrote: »

Hi all,

I really don't know who and where I can ask for help and really feel helpless and frustrated now...

A whole pile of my Tesco vouchers which were accumlated for the last 18 months was stolen in Tesco store recently. I rang Tesco Customer services and was told in total £51 had been already spent by another person together with another Tesco clubcard (of course it was the thief!) but due to data protection they could not let me know the person's name and address.

They told me out of £51 vouchers, £23 was spent on a postal order (to the person's address) and £28 was spent in the store. Tesco also assured me that they would re-issue the vouchers and refund it to me. However, today when I rang Tesco again to confirm if this has been properly arranged, I was told by the senior supervisor (apparently according to him, he was the highest position for such issue that I could ask) that he would not refund the money to me, no reasons were given.

I have reported it to the police but don't think the police can do anything about it.

I don't think I am the only victim for such crimes. Anybody has any such kind of experience? How shall I deal with it? The supervisor said there was nowhere I could go and report or complain about his decision. Anything that I can do?

I'd be really grateful if anyone could give any advice.

SunnyJane

They are clubcard vouchers, not gift vouchers.. the usual one you receive every 3 months by post and you can redeem and use them as cash.

I rang the clubcard customer service telephone line (the number is on the back of tesco clubcard, 0800591688), not the store. Are there any other clubcard line?

C_J

SunnyJane wrote: »

I have reported it to the police but don't think the police can do anything about it.

Why can't the police do anything about it? It is theft, and they have the power to get the name and address of the clubcard holder who used your vouchers. You are entitled to have the crime against you investigated properly.

Dr.Who-Who

Hope this help; post taken from Victoriajj on discount printable

[QUOTE=victoriajj;23263753]this is the email I sent it to originally [EMAIL="Terry.Leahy@uk.tesco.com"]Terry.Leahy@uk.tesco.com[/EMAIL] | [/QUOTE]

squidge60

YeovilFC wrote: »

Do you mean gift vouchers or Clubcard vouchers?

If you're talking about Clubcard vouchers, we had a similar situation, though not as bad as yours. We had built up a substantial amount of Clubcard vouchers which were sent to our old address which we moved out of a couple of months ago. Instead of fowarding the post on, the lovely new people in there decided to open all of our post and spend the clubcard vouchers, which some numpty at Tescos in Plymouth let them do without a Clubcard.

Anyway, we rang the actual Clubcard line and explained the problem, and they have put the points directly back on to the card (which now shows up on the statement receipts) and we will receive the vouchers again next time we are posted a statement.
I'm not sure if you've contacted the Clubcard line directly, but if not, I would suggest doing this rather than ringing your store directly. Having worked in Tescos, there are some idiot managers out there who think they are God and can decide what to do about anything.
If it's proven that the Clubcard vouchers haven't been spent by you (which they can obviously verify), then I would imagine you would have no problems getting the points back.

On the other hand, if you mean gift vouchers, again, I would ring Tescos Head Office rather than Customer Services or your local store. It's a bit more complicated as it's unlikely you can prove you bought them/they were bought for you. But if you plead your case and say what you've said in your original message, it would be a harsh person to refuse you any compensation. Especially if you have a reference number from the Police.

I do sympathise with you, and hope you get it sorted.

we had the same thing happen,the person in our old address spent them and tesco didnt want to know!! we spoke to someone at tesco who said they would be replaced now, and a few days later my oh rang and someone else said they will replace them when they are given out next time!tescos didnt want to do anything about it as they said it couldnt be proved it was that person :rolleyes:sorry op not helpful to you hope you sort it.

jenniewb

squidge60 wrote: »

we had the same thing happen,the person in our old address spent them and tesco didnt want to know!! we spoke to someone at tesco who said they would be replaced now, and a few days later my oh rang and someone else said they will replace them when they are given out next time!tescos didnt want to do anything about it as they said it couldnt be proved it was that person :rolleyes:sorry op not helpful to you hope you sort it.

Sounds like Tesco do not have a proper plan in place for when this happens which is really stupid and nieve as vouchers of any sort go missing all the time! (Used to work in a store and in a customer care center) its more common then your think!

I would say that they can indeed trace the person who took the vouchers, not only as they may have preseted their clubcard at the time of using them (which was not the correct card to be used) and also, because of the sheer volume in CCTV cameras! I mean come on- how many CCTV cameras do Tesco have? they can't all be dummys!

If this does happen to you again- and hopefully it wont, really make a fuss- letters, emails, phone calls. Never get angry or agressive (cos no one on here would do that anyway:rotfl:) as that would get your calls barred, but hasseling and constant contact until it is resloved and all questions answered is def. the way I would go. I think they try to shirk the responsibility in dealing with the problem as it ultimatly costs the company money, but if your contacting them is costing them staff time, this also equates to money loss (in wages, calls on hold, other unhappy customers) then it could work out for you.

Nav405

We had something similar happen to us, the vouchers.

Talk to your local store manager, we complained to the manager as the vouchers where used in his store without the club card, after about 20 mins he replaced them.

It’s worth trying

:T

ruby6kids

SunnyJane wrote: »

Hi all,


A whole pile of my Tesco vouchers which were accumlated for the last 18 months was stolen in Tesco store recently.

sorry i just want to know how they were stolen

mrbrightside842

How do you spend vouchers on a postal order? Not heard of this?