Tesco Clubcard 'Customer Service'!!!!! ARGGHHH!!

abbyneedsdosh

Hi all,

Has anyone ever experienced problems with Tesco Clubcard customer services?!

I rang them yesterday to ask for my points to be carried forward from one quarter to another, as I do each quarter without issue, as I am saving them up for something big.

Anyway, the lady I spoke to on the phone was initially very unhelpful, stating that rolling points over was something they did not do unless I had lost or damaged my vouchers. I, politely, explained that I'd never had a problem with this request before and had something changed? At which point, she outright called me a liar and claimed that the only way I would ever have points carried forward was if I had phoned them and claimed my vouchers were missing.

A few deep breaths later and I explained again that, if that was how the system was supposed to work, then I was sorry and was not aware that once vouchers had been issued, I could not carry the points forward, but that, how would I when I had never encountered any difficulties with this in the past? Again, she point blank called me a liar.

At this point, I pretty much blew my top. I probably should have tried to keep calm but to be spoken to in such a vile, agressive and accusatory manner was disgusting. The initial issue of having points carried forward was now entirely secondary - I requested she check the call recordings of each of my calls making similar requests to confirm this had never been a problem, and that it had never been explained to me that this was not common practice if deed that was the case, and I gave her times and dates of calls made (yes, ridiculously anal but I log everything!!) to which she said, 'I don't need to do that because I can see from my computer screen you're lying, we don't carry points forward so I know that this isn't the case for you, so I know you've been calling us and claiming the vouchers are missing.'

Absolutely incredulous, I asked to speak with a her manager to which she replied, 'I AM the manager,' and kept me on the line for a further 4 minutes aggressively accusing me of lying about having points carried forward, before eventually transferring me to her supervisor.

Ironically, her supervisor confirmed what I was requesting, and have always requested, was indeed something that could be done, but added that 'we're not really supposed to do it, but it does happen.'

I'm not actually fussed about the carrying over of the points and cannot believe I have been so wound up by this, but I just cannot believe the things she was saying!! I came off the phone shaking, and absolutely livid.

They will have a recording of that call, so I fully intend to complain, but I just wondered if anyone had any similar experiences, or if this is simply their definition of customer care?! I have had no problems with them in the past but she was beyond disgraceful.......

Feel ridiculous being so wound up over a few Clubcard points, but my word, I was livid!


Abby

jackieblack

I can certainly understand why you feel so cross.

Maybe I've been lucky, but I've only ever had good customer service from Tesco Clubcard.

biscit

abbyneedsdosh wrote: »

Hi all,

Has anyone ever experienced problems with Tesco Clubcard customer services?!

...

Feel ridiculous being so wound up over a few Clubcard points, but my word, I was livid!

I have had problems like this on customer services, usually with an English based call centre.

Last one I had was that I had not had my vouchers in time for a service (they arrived on the day, so no loss just a minor stress). I was told that it was 5 days for delivery. Sure I said, it's been 5 days. Not it hasn't the order wasn't processed until X.

Um... no where does it exclude processing from delivery!

tbw

I don't blame you for being furious Abby! I haven't had the same problem as you - but I have been on the end of some very unhelpful and rude comments from the CC lot. I guess there are Trouts throughout the Tesco organisation, not just instore.

MrC_Beds

I had the same issue the last time I went to renew the points on some soon to expire vouchers. In the past, I had no problems doing this and on one occasion, the agent even advised me that I had another long expired voucher that I was unaware of and she renewed that one aswell.

I did write to Tesco advising them that they normally renewed, but in the end I actually used the expired vouchers for a deal online and the serial numbers were accepted anyway!

mrcol1000

I have also never had any problems with Tesco Clubcard customer service. I have had problems with other parts of Tesco customer service on the phone but never ever clubcard.
Why do you need your points rolled over? Why not just hold on to the vouchers for a while. They last for two years? I have never heard of them doing this.

mrcol1000

Further to the above I remember someone letting you roll points over to just before Christmas but I think it was just a one off and not even 100% sure it was Tesco.

biscit

mrcol1000 wrote: »

I have also never had any problems with Tesco Clubcard customer service. I have had problems with other parts of Tesco customer service on the phone but never ever clubcard.
Why do you need your points rolled over? Why not just hold on to the vouchers for a while. They last for two years? I have never heard of them doing this.

I think people are saving for a Clubcard deal. Never have any problems, myself, with voucher expiry . Always use the oldest vouchers and any surplus comes back to me with the next statement.

MrC_Beds

mrcol1000 wrote: »

Why do you need your points rolled over? Why not just hold on to the vouchers for a while. They last for two years? I have never heard of them doing this.

It used to be handy if saving for big money deals like the holidays, although there are now limits on how much you can put towards them using deals tokens.

abbyneedsdosh

mrcol1000 wrote: »

Why do you need your points rolled over? Why not just hold on to the vouchers for a while. They last for two years? I have never heard of them doing this.

Hi MrCol - To be honest it's just personal choice to have them rolled over, and as I said to what can only be Tesco's rudest customer service agent (:D) and can evidence from the previous call recordings, this has never been a problem before in the many years I've been a Clubcard member.

Anyway, this was not what riled me of course... it was her Bachelor's Degree in How to be an Aggressive, Rude and Nasty Piece of Work that was the problem!!

breathe.... breathe...... breathe.....

mrcol1000

abbyneedsdosh wrote: »

Hi MrCol - To be honest it's just personal choice to have them rolled over, and as I said to what can only be Tesco's rudest customer service agent (:D) and can evidence from the previous call recordings, this has never been a problem before in the many years I've been a Clubcard member.

Anyway, this was not what riled me of course... it was her Bachelor's Degree in How to be an Aggressive, Rude and Nasty Piece of Work that was the problem!!

breathe.... breathe...... breathe.....

I deal with people all day and behind me in the office is a mini call centre and the way you treat people is normally the way you get treated back. I go out of my way to help people even if they are rude to me but sometimes to be honest when I am getting shouted and abused at I just really can't be bothered and just politely dig my heels in and cause the caller problems. I also know from what I hear behind me that there are other people who do not have my paitence and will cause people problems if they start getting funny.
Sadly with call centres you have to be polite no matter what people say to you otherwise these little things that people do that they shouldn't don't get done. I am not saying that you were at fault but losing your temper with them wether it was deserved or not probably just made the situation worse.