Tesco Complaints - Who to Escalate To?

ineedcash

just had a letter from tesco car insurance saying I now have to wait until week commencing 18 August fot my voucher for the free pressure washer, its already 6 weeks since i bought the policy. They told me on the phone they have run out due to high demand.
Just thought i would post it incase anyone is expecting to get one with their policy to wait a long time for it

dazzer68

i had the letter saying they were going to email me the code to order the pressure washer(!) but that never arrived so phoned tesco insurance and asked where it was and to cut a long story short, they have run out ! and might have to wait till october to get it! i got my insurance in june! by the time i get my washer my years insurance will be up!
any way i wasnt happy with that and have written to them to ask them to expalin why they could send out emails to all those people still waiting, so we knew what was going on...still waiting for reply...

powder_blue_sky

disco23 wrote: »

How??? Are you really nieve enough to think he has time to personally write a response to your issue. It's the same phone monkeys who write these responses as would write your standard letters. How stupid can you be. This will be the same for most Chief Execs. I bet it only did the trick for you because more money was thrown at you.

I only know this as I worked on behalf of a major food retailers head office and know how the systems work. Here are a few pointers:

When complaining, be nice. It might sound stupid, but it gets you better results. This goes for all formats of emails, letters and calls.

Stop writing letters containing irrelevant information such as the product you bought was for a dinner party and it tasted strange and you were all embarrassed. Companies will only try and resolve the problem with the product in question. Please do not also try and redeem costs for your meals at the Hilton which you obviously had to purchase because of this.

I would challenge any of you in your well paid jobs and think that most people in these call centres are taking 7-8 hours of constant abuse in a day for roughly £13-£14k per year. It is a soul destroying job in which makes you lose the will to live. Would any of you swap your jobs for this? Be nice to the people on the other end of the line if you have to call regardless of how angry you are. It will be a quicker, simpler and more satisfying process for all parties involved.

Also, be reasonable, you are probably all guilty of being to quick to jump at the chance to slate companies like Asda and Tesco as they are making so much money, but that is business. If you had a business which was doing well and had shareholders to keep happy, you would always be trying to increase your share of the market. Thus, stop asking for huge sums of money for mouldy grapes for example. You should realise that by law companies are only legally supposed to refund you for the cost of the goods in question. Anything more is a bonus to the customer.

Someone touched on the fact that supermarkets did not resolve their issue. Was this because perhaps you were being unreasonable???

The chain in which i worked for had a process in which if letters, emails etc arrived then the employee could not continue with work until that piece of work was processed, so if one of the market leaders does not respond to you it is more than likely the case that the correspondence was lost in transit. Make copies of your letters and send them once again if necessary. Another point... we're all big kids now, use computers to write letters and failing that write with clear handwriting. Some responses never see the light of day because people are too !!!!!! to make it clear.

I would say that you should all take a step back and realise that all supermarkets have to follow due dilligence. This means that even if you complain to a store about a product which we can investigate but you do not request a response, we still make our suppliers aware of the issues so that they can provide remedies to problems.

You should also stop blaming the larger supermarkets for not meeting your ridiculous standards in which you set from them as almost every supermarket be it M&S, Asda, Waitrose will all more than likely use the same suppliers as each other for most of their products. It's not the first time i have noticed the same supplier coding on both Tesco, Asda and Sainsbury similar products.

Someone also touched on the fact an insect was found in a fresh product. Now how in the hell to you think that happened??? We all know that you shouldn't find insects in things like this, but when pesticides are hardly being used any more it makes the process all the more difficult at source level prior to packaging. Eye examinations always take place, but human error does exist. This is for all retailers products! Most packaging will probably even be smart enough to tell you to wash the product as a final precaution, but did you? Probably not as most customers are ignorant as hell.

Also, if you are going to complain about something such as home shopping services, please please please read the terms and conditions as if you dont and you have complaints such as drivers not turning up you will see printed on all of their websites that this is not a guaranteed service, so quit giving the person at the other end of the phone your grief. If you having nothing in your cupboards for your kids, who's fault is that?? And if it really was that urgent, get off your !!!! and go to the shops yourself.

The main point of this issue is not to have a go at the customer as i too am a customer of all of these shops i have mentioned. It is to highlight that customers should try and be nicer, more reasonable sometimes (dont get moe wrong as occasional customers are very nice and are a pleasure to correspond with). Please be informed before you start complaining, so that you know you first are in the right before going down the chosen path. Do not try and escalate matters to line managers if possible as you will not win. Most of these people can argue their way out of the toughest situations and have been doing so on a daily basis for the last 5-10 years, so you are not likely to get anything more than the staff member you were originally speaking to. Do not write to Chief Execs as stated previously as it is standard staff members who respond by email and letter (who are paid a few pence more an hour for doing so than the regular staff memeber). I challenge you to call Tesco's big head office in Waltham Cross, ask to speak to the Chief Execs office and tell me their aint a person with a non-north london accent when you get through.

Be nice, polite, do not swear at staff members as they will terminate calls, be concise in what you are telling them, enclose all packaging if complaining about a product, not just the name ie barcode, supplier code....just enclose the lot! If you do this, you will be in a much better position to get what you are looking for. I hope this helps you all. Message back, as i will give more information if required as i now get paid about 5 times the wage and am in a much more relaxed form of employment, so i dont really care. thanks

It's not my problem that someone chooses to work for Tesco at a certain wage mate. It's not my problem that you feel unable to empathise or understand why it is that people become annoyed. It's not my problem that you have written an incredible load of complete nonsense- capable businesses value every customer who has a valid complaint. Finding a shard of glass in your food IS a valid complaint. It's not my problem that when the food was being made, someone "human" was crunching glass shards and mistakely threw a few into the food. Finding a metal screw in your sandwich IS a valid complaint. I know you want people to understand that it's perfectly normal to find metal gadgets in your mousse, pate, sandwich, sauce and oils but us Luddites remember the old days when we didn't need to make actual metal a part of our diets.:rolleyes:

It's the greatest irony that you demand that people empathise with a rude, obnoxious, indifferent, crude and selfish person such as you. Sorry mate, lead by example. I don't recall when it was that I became a slave to a supermarket and their poor underpaid staff, just by shopping with them. Anyone would think it's easier to simply hand over our bank details to those poor underpaid staff, and alleviate their poor lives.:rolleyes:

powder_blue_sky

disco23 wrote: »

Well..... dealing with over 100 customers a day for the last five years at one of the leading supermarket head offices I can tell you that a good 50% of issues are petty and not put across in a way in which would be successful. I would tear a customer apart, and so would most CSM's as customers take bad advise on how to complain.

You're quite amusing.:D

Prat is a terrible insult you !!!!!!! I'm sorry, but you are being given advise on how to get results, but your an ignorant !!!!. I do not work for this comany anymore and thank god i dont cos if i had to speak to you the call would be terminated! If i had to put up with people complaining about stupid things like one mouldy grape that cost you 2p.

Hmm, advice from someone who can't differentiate between "advice" and "advise"? Or, that "your" used as above certainly does not mean "you are". Since when has "ignorant" become a noun? Thank heavens you have moved up in the world, from working for "this company" to now talking tripe on an online forum.:D

I am not and was never bad at customer service. For the head centre in the CCA i was nominated for an award. I gave excellent customer service at all times and took pride in my work and thats why i am being paid about 5-10 fold what i was two months ago.

Is that before or after you tore customers apart? Did you use tools to accomplish this or do you have specially serrated canines and ragged fingernails made from iron?:D

I am trying to give you help, but your a !!!!. Your the reason this country is in the compensation, claiming americanised state it is in now.

If any normal person with any sense wants any advise on how to be successful in putting forward a complain, feel free to send a message. Most companies will send out system generated automated responses in which they can pay upwards of £25,000 each to have composed, these can easily be ripped apart in many ways. I am not a prat (original insult of which i am quaking in my boots) and i will be happy to help anyone who does come up against any problems as i am here to HELP YOU!!!!

You are the reason why Britain is famous for ignorant, rude, pathetic "customer service". You are not helping, you are simply venting under the guise of turning water to wine or parting the sea. Nobody needs your help. People need for companies to dispense proper service. When people pay, they do so with their own money, not yours or Terry's. They pay in full, they don't pay with screws, shards of glass and their money is not stale, out of date or defective. Geddit?;)

d.edna

Gabster, I'd drop it, Loose the £1

d.edna

gabster wrote: »

I can't drop it even if this does seem 'petty' (quoting disco23) I believe in the power of the pest... and anyway, it'll only cost a stamp. It's my first attempt at complaining and after reading all the posts on here I want to see if they are able to follow up on the "Our promise" on the back of the pack and besides... my statutory rights are not affected. I never knew what that meant. :question:

After all they were damn right disgusting and made my tongue swell up...You'd be a fool to, but buy them yourself and I'm sure you would agree they are yuk! (and I like monster munch for gods sake so they must be bad!)

Is it their fault your maybe allergic to whats in it?

npsmama

Gabster, I think you should write to them but get straight to the point and say that your tongue got swollen after eating the snacks and ask exactly what 'flavourings' are in the product. Point.

Pink_fluff

Gabster why did you feel the need to tell Tesco your life story. Surely a short and to the point letter would have been sufficient, why tell them it's your sons 1st bday party, you drank Chablis....do you think the person reading your letter is interested in what you had to drink that night?

d.edna

Pink_fluff wrote: »

Gabster why did you feel the need to tell Tesco your life story. Surely a short and to the point letter would have been sufficient, why tell them it's your sons 1st bday party, you drank Chablis....do you think the person reading your letter is interested in what you had to drink that night?

They might think the CSA will give them more etc.

DCFC79

gabster wrote: »

I can't drop it even if this does seem 'petty' (quoting disco23) I believe in the power of the pest... and anyway, it'll only cost a stamp. It's my first attempt at complaining and after reading all the posts on here I want to see if they are able to follow up on the "Our promise" on the back of the pack and besides... my statutory rights are not affected. I never knew what that meant. :question:

After all they were damn right disgusting and made my tongue swell up...You'd be a fool to, but buy them yourself and I'm sure you would agree they are yuk! (and I like monster munch for gods sake so they must be bad!)

gabster i dont think you have anything to compalin about, how do you know you werent allergic to something thats in the item you bought