Tesco Complaints - Who to Escalate To?

Epiphone

Hi,

Does anyone have any contact details for someone at Tesco who is likely to listen to/action a complaint?

The Customer Service centre cannot/willnot do anything via email or phone and claim to have not received written letters.

thanks

morlandbanks

I recently wrote to the head office address at
Tesco Customer Service
PO Box 73
Baird Avenue
Dryburgh Industrial Estate
Dundee
DD1 9NF

About a week later I got a very helpful reply. But then, I did write a very nice 'complaint' letter - if that's possible! Basically if you write to them in a tone that says 'I know you're not to blame and I really appreciate your precious time', you're more likely to get a response. If you letter is more like 'You're all utter rubbish and I'm off to ASDA!!!!', they're more likely to 'lose' your letter.
Good luck. Have to say, I've always had a decent response from Tesco - and I complain A LOT!!!

Epiphone

Thanks for that. The address I have is

Tesco Customer Service
Freepost SCO2298
Baird Avenue
Dundee
DD1 1YP

which is almost the same but different.

The letter I sent them is below. I don't think it's too rant-y (I hope it's not anyway!)

Dear Sir/Madam

Please find enclosed a copy of an email conversation I have been having with your customer care centre.

As you can see I have been trying to get to the bottom of why your drivers seem reluctant to deliver items to the door – or even the correct address.

At the time of writing I have never received a phone call to offer an explanation or to arrange collection of your crates.

I would like to continue shopping with Tesco but do not feel confident my custom is valued or that you are able to provide a basic delivery service.

I hope you are able to get to the bottom of these problems and look forward to speaking to someone in authority who is able to take ownership of this and bring it to a mutually acceptable conclusion.

Yours faithfully

and the emails were in the same vein. Polite but not being fobbed off.

F.T.B_2

Have you already complained to the Dot Com Manger at the store where your shopping is despatched from?

As a Dot Com Manager myself I can assure you that no matter who you send that letter to it will be sent to the store involved FAO Store Manger. He will then pass it onto the Dot Com Manager and ask him to deal with it. He will probably ask for an update once the Dot Com Manager has spoken to yourself.

I would send it straight to the store involved as you will get a reply much quicker and will save you a lot of fobbing off so to speak.

Harloshred

Write to Sir Terry Leahy at Head Office; did the trick for me.

Cannon_Fodder

or email him at terry.leahy@tesco.com

Epiphone

Cannon_Fodder wrote:

or email him at terry.leahy@tesco.com

Cheers, just dropped him a mail. Will be interesting to see if he replies.

Epiphone

Well, no reply after emailing Mr Leahy and to be honest I'd have expected one sharpish after mailing the CEO.

So I've binned all their delivery crates and won't bother giving them my money in future.

sainthalo

Epiphone wrote:

Well, no reply after emailing Mr Leahy and to be honest I'd have expected one sharpish after mailing the CEO.

So I've binned all their delivery crates and won't bother giving them my money in future.

Read this about Terry Leahy ignoring customers tesco complaints:

http://tesco-complaint.blogspot.com/2006/11/tesco-complaint_06.html

It seems the best way to make a tesco complaint is to blog about it! - then they sit up and listen!

Epiphone

Hmm, it seems I spoke too soon. This morning I received an email apologising for the inconvenience and offering £25.

Seeing as they ignored every single question and just sent me a cut n paste reply I asked them to keep the £25 and put it towards someone actually letting me know why their delivery crates have been on my balcony for a month and if I should use them in the future, could Tesco guarantee I'd actually get a delivery.

I shan't hold my breath.

Apparently by the time I would have received the email someone will have been in touch to arrange collection for their crates. They didn't so they're now in the tip.

RoCas

Epiphone wrote:

Hmm, it seems I spoke too soon. This morning I received an email apologising for the inconvenience and offering £25.

Seeing as they ignored every single question and just sent me a cut n paste reply I asked them to keep the £25 and put it towards someone actually letting me know why their delivery crates have been on my balcony for a month and if I should use them in the future, could Tesco guarantee I'd actually get a delivery.

I shan't hold my breath.

Apparently by the time I would have received the email someone will have been in touch to arrange collection for their crates. They didn't so they're now in the tip.

You should have sent ME the £25 ... I'd have had it :T

Hope you sort Tesco, though.