Tesco Complaints - Who to Escalate To?

Storck

What type of Tesco was it?

All the supermarkets and Extras have had, or are in the process of having movable PIN machines fitted, not sure about the Metros or Express. As for the point about a manager coming if the person called for the duty manager then they may have been already dealing with another customer which may have taken some time to resolve. If they just called for a manager then they need some retraining as who is going to respond to a a call that says "Can a manager come to customer service desk?" How do the managers know which one of them it is for.

This is not a dig or a sarcastic unhelpful comment but just trying to explain what might have happened.

Freddie_Snowbits

Surfer wrote: »

I post about my experience at a Tesco store and all I get are rude sarcastic remarks from people whose intellect is probably below average and who have nothing better to do than troll through posts to harrass people. The PIN machine could not be moved by myself or any member of staff due to design. As for the pathetic remark from some mealy mouth poster about my MP, it doesn't even warrant a reply.
No wonder people leave MSE in droves due to very unhelpful, sarcastic, uncaring, possibly low intellect people villifying them at every opportunity.

Just another point, did you ask that the card reader could be moved? probably not.

And to think your wife could had paid instead!

(Freddie is unforegiving this wonderous morn)

Next

Lokolo_2

I agree with Freddie, most of those machines are moveable, you can take them off the holder and hand them to the customer if they find it difficult to reach, this is what I do for elderly customers or of course anyone with a disability who can't reach it, only common sense! :j

colin79666

They are movable. The cashier can simply lift them up and out the holder and pass the reader to the customer. If they customer has difficulty putting their card in the reader then the cashier can do this for them either by putting the card in the pin machine or in the reader on the checkout.
The chip and pin readers used to be closer to the customer however they were moved further away with a checkout redesign. I'm not privy to all the details but from my experience the reasons could include stopping kids pressing all the buttons and breaking it and also to make it less easy from someone to "shoulder surf" the pin. As already stated the are still removable for anyone who cannot reach across.

If you have a problem with a specific cashier you should raise the issue with the store duty manager in the first instance. I find it odd they the customer service lady was unable to summon them for you. You can of course phone the store later and asked to be put through. Keep a hold of your receipt as it contains the cashier number so the management can work out who it was that served you.

malkie76

I agree - they are movable - you either do it yourself or ask the cashier to slip it out for you.

In addition all of the Tesco's I've been to have specific special access checkouts with lower belts etc to allow wheel-chair bound customers to shop without disadvantage. This actually does extend to Express and Metro, albeit at the self-serve checkouts.

Surfer

Thanks for some helpful answers. This is the Tesco store in Warndon where they have just down a revamp. The cashier was unable to move the PIN machine nearer. The manager was called three times. If I was informed that the manager was busy with another customer fair enough but to be just left hanging hoping that some one would pitch up eventually was not on.
The cashier mentioned to me that numerous people had been complaining and the cashiers themselves and mentioned this to their management. BTW even if the machine could be taken off the peg, ther was no way I coudl hold it to enter my PIN. I would need to place it on the counter, then remove my elbow crutch so that I could enter the PIN.
I have not come across this at any other Tesco store as generally the PIN machines are on the aisle side. Either way it makes it very easy for someone else to see the PIN that yu are inputting into the machine whether you are young and fit, disabled or old and decrepit.

jumblejack

:mad:Last night I got my delivery from Tesco and thought it was a bit dear so checked the delivery invoice against my original invoice that they email to you. Wow, the difference in item pricing was shocking.

I ordered 16 value toothpastes which were a crazy 2p each and was charged 17 p each, over £2 more in total. On the same order i ordered 2 x value beef lasagnes at 21p each and was charged 76p each- £1.10 more than i should have paid!! Then i also find that the sugar puffs which should have been £1.48 were charged double - £2.98!!!!!!!

and further checks reveal that the overpricing continues....

Continuing to go through my order I se that I was charged £1.09 for my golden granulated sugar instead of the invoiced 99p and was also charged £1.22 for my icing sugar instead of the invoiced £1.03!!!!!!

Finally, I also noted that the 25pts promotion on my flora spread has also not been honoured on my delivery.

When I rang customer services i was told that EVERY price online is a guide price which we agree to at the time of ordering! The instore price from which the groceries are taken on the day are charged on our delivery invoice!

Each time I have previously had orders from Tesco, I simply check that all items are received. I would not remember the prices online 2 or 3 days before when the order was scheduled so have never noticed this before.

To have to pay an extra £6 for a very small order that was only placed a few days before is incredible. Inflation can not be so rapid as to expect to pay such a steep increase without prior notice.

I do expect the prices to differ on weighed goods but certainly not on shelf stocked items.

I am seriously considering taking this up with the news desk at our local newspaper, The Evening Sentinel if I cannot get a reply from someone who has the authority to rectify the situation.

When I spoke to 'James' last night on the 0845 customer services number, he said that the order could not be picked up again by the driver when I asked him to arrange collection. He also said that the online prices that I was invoiced will not be honoured. I was told that I could take them to the local store for refund.

I am having to do this this morning even though I am not able to drive properly due to a back injury and I should be convalescing! My service charge was also paid for nothing as I am now having to do all this myself.:mad::mad:

geordie_joe

Surfer wrote: »

BTW even if the machine could be taken off the peg, ther was no way I coudl hold it to enter my PIN. I would need to place it on the counter, then remove my elbow crutch so that I could enter the PIN.

So, what you are saying is, even if it had been in front of you where you could reach it, you could not have used it.

jacksback

http://i6.photobucket.com/albums/y226/childwall123/DSCF0198.jpg

Just wondered who I could send this to in an email,, surely this breaches the trade description act.. Large!! :rotfl:

davie24

You could try emailing the head honcho himself [EMAIL="terry.leahy@tesco.com"]terry.leahy@tesco.com[/EMAIL]

The chances are one of his office staff will reply,but worth a try.