Banned from tesco express! Please help i need advice

gareth4016

I have been experiencing problems, with the store manager of my local Tesco Express store, I visited the store last week, I was already having a very bad day because I had my wallet stolen earlier that day, and my whole weeks wages taken, leaving me in dire straits. I had scaped together all the change I could find in my flat and went to buy some essential items. Whilst going round the store I added everything I bought up as I went, when I arrived at the checkout, firstly the LCD customer display was broken so I could not see what was being rung into the till, when the assistant asked for the money I knew straight away that the price was too much and I was being over charged for something on the bill, I questioned the price and it became clear that a special offer was not being deducted on the till, the assistant involved the manager, who firstly questioned that I had selected the incorrect item in a very patronising tone, and that was why it had not come off the till, I told him to follow me to the aisle and I would show him the clearly marked up price, he begun to walk to the section and then turned back to the till, I then involved another assistant and she verified the price to the store manager, when I got back to the till the manager agreed to give the marked price but his attitude was appauling, the queue in the store by this time was huge, and I just felt embarassed and wanted to get out of there, when I returned home I thought about what happened and decided I was going to complain about the manager and his attitude during my visit to the store, I telephoned the store and spoke to the manager who I had seen in the store, I asked him for his name, which he refused to provide, and also asked what the complaints procedure was, he acted the same as during my store visit he had an appauling dismissive attitude. After telling me he didnt have to give me his name he then hung up, I visited the store the next day, and was served by the same manager, I read his name badge, and told him that I was going to update my complaint accordingly with his name and not liking the fact I was complaining about him was not good enough reason to refuse to give his name, he then refused to serve me and told me to leave the store, I am now banned, I have contacted customer services and been given a reference number, they have contacted me back and told me the manager I am complaining about is dealing with my complaint, and I am not welcome in the store and the ban stands.

Please help me with any advice you can give, it will be greatlfully received, and sorry for such a huge first post.

thank you in advance

Money_maker

You have problems with the manager so you revisit the store the next day to make further purchases?

Change shops.

gareth4016

Money_maker wrote: »

You have problems with the manager so you revisit the store the next day to make further purchases?

Change shops.

Thanks for the reply, I visited that store again because of lack of funds to travel anywhere else. And with the higher prices in the smaller local convenience stores, they just are not feasable with my money situation as things stand after my wallet was stolen, I am now walking large distances to other shops, its just the inconvenience of the situation and the fact such a huge chain like Tesco's just do not care

jenniewb

Hmmmm, I'd be tempted to shop online, find another store (even if you have to go without a few things for a while) and wait for Tesco head office to get back to you- I've made complaints before as I was sick and tierd of the store ALWAYS being out of stock whenever I visited/always of certain foods whatever time of day I visited. I had two phone calls within 48 hours telling me my message had been taken further and if I had any problems etc etc.

I have called in the past before and got an instant reaction when a different store wasn't pulling its weight, I'd say their head office seems to work quite well, quite a fast turnover with problems being resolved so if you don't hear anything back, call them.

Stryder

You need to phone up and ask to speak to a customer services executive, they are usually above the store infrastructure
try customer.service@tesco.co.uk for a contact

Stryder

or register to a mystery shopping agency and then give them a review of their life!

[Deleted User]

Sorry to hear about your wallet being stolen and hope things turn around for you very soon

I have been banned from 2 nightclubs before ( I'm a good girl - Honestly! lol )

I felt it was unfair too .... but one club I didn't like anyway and the other was my absolute FAVOURITE

So I decided I would do whatever it takes to get let back in.... So I even GROVELLED to the manager and asked him what I have to do to be let back in...

He sent me away and told me to stop bugging him

I tried again and he said as long as I pay my way and not come on the cheap drinks nights then he would let me in and be KEEPING AN EYE ON ME lol

We ALMOST became friends in the end... He even used to smile at me and it felt like I had got my RESPECT back which was very important to me!!!

So write to CS again and explain you were having a very bad day but that you NEED to shop there...

HOPEFULLY when the arsey manager who of course WAS in the wrong calms down he will let you back in again

I must admit though being NICE to get what you want works far better than being hostile or defensive ( even if they get off on the power of having you by the ***** it doesn't matter as long as YOUR life is better / improves when they 'give in' and let you back in!!! )

shikoku

Sounds like the manager got up on his high horse and was then intellectually incapable of backing down. Don't give up, just keep going way over his head with your complaint and once the ban is removed don't go back.

Snugglebunny8

I'd escalate it to HO, using the link given by the poster further up the page, and if that doesnt work I'd tell them you need a response within a certain time, ie 7 days, before you will go to the media, it's crazy for the complaint to be dealt with by the person the complaint was about!

good luck!

Fading_Star

I'd definately complain to head office, you'll find details of how to on their website. Document everything and explain how it's made you feel to be banned from the store.
I had a recent incident with a Tesco's manager....I'd bought some 'carefully picked and packed' organic salad leaves, that had a huge brown lump in the bag...I'm hoping it was mud or clay but it could have been something else:S
I originally took it back for just a refund, but the customer services girl was horrified and insisted I give it in for analysis. However she couldn't book it in due to a fault with the computer, so she said stop by when you're next in and check it's gone off for analysis.
I did that a week later, and after a 40 minute wait was told it was still at the store. The assistant went to get the manager, who was rude, arrogant, and said to me ''right, just what do you think you're going to get out of this?''
I was just disgusted as I'd already accepted my refund and was not after compensation, only to find out what was going on with the product. When I got home I called Tesco complaints, and they apologised on his behalf and said they would investigate the matter fully.
Don't let him get away with it, take it over his head if need be...he can't just ban you because you're not happy with the service you received!

Publicdomain

The complaints for Tesco Express is the same as it is in other formats however it is not effective. The reason for this is because in a larger store if you make a complaint to HO (complaint goes to dundee) an email is sent to the store managers account who will deal with it accordingly. The likelyhood of the complaint being about the Store manager are very low as they tend not to be as hands on and customer facing as an Express store manager.
When you made the complaint it would have been dealt with when contacted by Dundee by the very person you complained about so feedback is unlikey to have been objective.
My advice would be that you email Terry Leahy @ [EMAIL="terry.leahy@uk.tesco.com"]terry.leahy@uk.tesco.com[/EMAIL] this will then ensure that the complaint is passed through the proper chanels and it will be the Store managers boss that deals with the compliant.
As for banning you have only verbally been banned and usually Tesco bannings are backed up by a banning letter these are usually only issued for theft or if you have verbally or physically threatened a member of staff. If you have not been issued a ban in writing then legally you can still shop or enter the store. If the manager says you are banned mention this and then say if he is not happy to serve you then ask him to get a member of staff to serve you who will.