Tesco Complaints - Who to Escalate To?

d.edna

DCFC79 wrote: »

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

I said that but was ignored.

Rababbit

"Thank you for your email addressed to Sir Terry Leahy our Chief Executive. As Sir Terry is currently away from the office I am responding on his behalf.

I was sorry to learn of your complaint and I sincerely apologise for the upset and annoyance that this has caused you. Please be assured that every Tesco customer is extremely important to us and we do try hard to convey this at every opportunity.

All our staff undergo a full training programme before they are allowed to serve our customers and we stress the importance of being polite and helpful at all times. Therefore I am disappointed that you have found cause to complain about your experience in our Great Yarmouth store recently.

Your comments have been discussed with Mark Milner, our Store Manager. Mark has assured me that he will address this matter with his team and if any further training is found to be necessary, then this will be carried out straight away. I am confident that this won't happen again.

However, if you should wish to discuss this further, please ask for Mark, or any member of his management team, the next time you are in the store. They will be happy to speak to you about any concerns that you have.

Thank you for bringing this matter to the attention of our Chief Executive.

Kind Regards


Helen Duke
Customer Service Executive"

Got this as a reply to a complaint about customer service at my local store. Does anyone else think it is a shade sarcastic?

Finefoot

I notice you said complaint - she said 'comment'.
Do you really want to be a marked shopper, by identifying yourself???
I personally would not........

Miss_Anthropia

Hi there,

I bought chicken from Tesco few weeks ago, they were doing a deal 3 packets for £10. When I got home I started making dinner and discovered that the chicken was rancid, the smell was revolting. So I took it back to the customer services in store and the assistant said she would be more than willing to give me a full refund (I was laughing inside - 100% sure I was entitled to one anyway!). She kept the chicken and assured me it would be sent to the manufacturer and they would contact me etc.

A few weeks later I got a typical letter saying they apologised for the chicken and gave me a £7.50 voucher to spend online. I understood that these things happen and that it was a mistake so I did a £150 online shop and used my voucher.

When my shopping arrived chilled products had best before dates for the next day, raw chicken was packet with cooked meat and everything was a mess.

I generally do my shopping online as I live alone, don't drive and find it convenient. Tesco charge up to £5.50 service charge, so I expect a half-decent service!

That night I cooked the steam fresh vegetables to find a stick in amongst them. I couldn't believe it! Two complaints in a few weeks.

I phoned the online service who told me to take the stick and packaging to my store. The customer service assistant did the same as she did with the chicken, I waited a week and recieved another sorry letter from tesco's and £5 this time.

Im more worried about the stick than i was with the chicken. I nearly ate the stick and i'm worried that with it being frozen and microwaved it could be contaminated with something.

I don't think that £5 is appropriate compensation - I feel like i've been fobbed off....again.

What should I do?

[Deleted User]

I have just sent my first ever e mail to terry leahy and copied it to blogspot. Thanks for the info on this thread. Its only 60p but it has made me hopping mad.

I have a sunday times subscription and have vouchers to give in return for the paper on each day 7 days a week. My local tesco is talbot green and on saturday 26th jan I submitted a voucher for the paper which cost me £1.50. Only 90p was credited for the voucher instead of the £1.50, a mistake on tescos part which I did not discover until I arrived home.

I went to customer services the next day and the 60p was refused point blank. I did produce the till receipt and the sunday voucher for them to see for details

I am really upset about this.

hollydays

kittie wrote: »

I have just sent my first ever e mail to terry leahy and copied it to blogspot. Thanks for the info on this thread. Its only 60p but it has made me hopping mad.

I have a sunday times subscription and have vouchers to give in return for the paper on each day 7 days a week. My local tesco is talbot green and on saturday 26th jan I submitted a voucher for the paper which cost me £1.50. Only 90p was credited for the voucher instead of the £1.50, a mistake on tescos part which I did not discover until I arrived home.

I went to customer services the next day and the 60p was refused point blank. I did produce the till receipt and the sunday voucher for them to see for details

I am really upset about this.

Really??...............................

Pompadours

Rababbit wrote: »

"Thank you for your email addressed to Sir Terry Leahy our Chief Executive. As Sir Terry is currently away from the office I am responding on his behalf.

I was sorry to learn of your complaint and I sincerely apologise for the upset and annoyance that this has caused you. Please be assured that every Tesco customer is extremely important to us and we do try hard to convey this at every opportunity.

All our staff undergo a full training programme before they are allowed to serve our customers and we stress the importance of being polite and helpful at all times. Therefore I am disappointed that you have found cause to complain about your experience in our Great Yarmouth store recently.

Your comments have been discussed with Mark Milner, our Store Manager. Mark has assured me that he will address this matter with his team and if any further training is found to be necessary, then this will be carried out straight away. I am confident that this won't happen again.

However, if you should wish to discuss this further, please ask for Mark, or any member of his management team, the next time you are in the store. They will be happy to speak to you about any concerns that you have.

Thank you for bringing this matter to the attention of our Chief Executive.

Kind Regards


Helen Duke
Customer Service Executive"

Got this as a reply to a complaint about customer service at my local store. Does anyone else think it is a shade sarcastic?

No..it isn't even mildly Sarcastic. Read it again.

Pompadours

powder_blue_sky wrote: »

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:

Get a Grip Rainbows. Surely you are aware that in the current climate 'Choice' with regards to where you work is not something that exists for most. Perhaps if the general public stopped dehumanising people that worked in customer service centres things would work better for everyone.

dacouch

I puchased some brogues from Tescos and within 1 week the heel fell off, no problem I thought its tescos they will replace them. I went to my local tescos and the head of clothing refused to replace them as I had not kept my receipt. I expressed my dismay etc and quoted the Sale of Goods Act but they would not budge (They were tescos own brand shoes so could not have been bought else where and you could see they were hardly worn), The lady was quite condscending that I did not have the sense to keep my receipts. I advised her that I did not feel the need to with a company such as Tescos. I rang the customer services from within the shop and was quoted the same from the cs operative who was also condscending and told me she kept all of her receipts (Me thinks must have been Disco). I have been a call centre manager and have had numerous training courses so I know to always be polite when complaining, stick to the facts and be reasonbable.

I was really not happy with this and vowed to myself I would write a complaint letter and if I did not get satisfaction I would never darken Tescos doors again.

I found the CEOs email address and wrote a polite well worded complaint letter to him. I received a personal letter signed by Terry within 10 days. Apologising and asking me to go in to see the store manager who would be expecting me.

I visited the store and the manager could not have been more helpful. He explained they are strict when there is no receipt as they have people trying it on where they buy a tv etc and then want to change it for a new one after a year. He did say that his staff should have used some discression with me as it was clear it was a valid request and that his average family customer spends around £100 a week which is £5000 a year. He replaced my shoes there and then which solved my problem and restored my faith in Tescos. (I know they inflate prices and then make a big deal of reducing them etc etc) But I like Tescos and find the staff are always friendly.

My advice is send a polite well worded email to Terry (His email address is shown in earlier posts). A personal signed letter from him (Even if it was someone else who signed it) really went a long way with me.

P.S Disco made some valid points but also showed incredible disrespect for his / her customers, if they felt this way keep it to themselves. Me thinks they may well have been head hunted by Ryan Air for their customer services as they have the ideal character traits...

miken

Bought 2 pairs of top of the range Tesco Glasses and the lens are awful. I complained to the store and they said they would remake them.
They did and they were better but I get continuous eye strain when I use them. They are varifocals and they were clueless when trying to work out the centre point for the eye.
Today I went to an independant optician and they were polite in telling me that the lens were totally wrong and the frame is too light for the weight of the lens as well.
I know I will not get any money back but I would like to write to Tesco to tell them how poor that particular branch is (Watford) when it comes to Varifocals.
Money now lost, I will just have to learn an expensive mistake and not go there again.
Is the address at the start of this thread the correct place to write to?