Faulty tin - complaint

needmoney

Not sure if this is the right place to put this. I recently opened a tin of Tesco baked beans and the rin pull broke and there's a little peice of metal attatched to it, this fell into the tin of beans and luckily I noticed it. I emailed Tesco and they replied (not very quickly) asking for the store address, I sent tnem that by email and today which is days later I got this from them
Thank you for your email.

I am sorry to learn of the problem that you have had with your Tesco baked beans, purchased from our store.

In order for us to investigate this matter for you, please can you return the product, packaging and your receipt to the store where you may ask an assistant to complete a customer complaint form for you.

You will then receive a reply. Please note that this will be in the form of a letter.

Thank you for taking the time to contact us.

If you have any further queries please do not hesitate to contact us at customer.service@tesco.co.uk quoting TES455211X.

This was a very genuine compalint on my part and no I didn't think to keep the packaging, on reflection I should have. I still feeel it has been a disappointing response from them what do you all think?

zzzLazyDaisy

Well, to be fair to Tesco, if they genuinely wanted to investigate a potentially faulty batch of tins, and to take steps to ensure the health and safety of their customers, they would need to see the can, to get the batch number, so they could follow it up. But insisting on the receipt? For a tin of Tesco own brand baked beans, clearly labelled TESCO?????

It sounds to me like they are not interested, and are just putting obstacles in your way, so you will give up and go away. Very poor cusomer service, in my view. But not surprising. On Thursday I did an on-line Tesco shop, the 'express shopper' facility was not working, so it took me ages to search through departments looking for the items that were not on my normal list. I had to give up in the end as I was late for an appointment, so submitted the order with several items missing. Consequently I had to call into the local supermarket, which rather defeats the object of online shopping. I e-mailed Tesco, and eventually, received a fairly bog-standard reply thanking me for bringing this to their attention. Maybe complaints are better made over the phone?

needmoney

My fault I didn't go about it the right way but even so I don't feel inclined to let it go and I am not particulary after compensation. I don't get on with those ringpulls think they could be easier but that's another matter and to be fair to Tesco it's more the problem of the canning company but as they are selling them we have to speak to them first. Wish I'd kept that damn can!!!!!!

Incidentally I wonder what Martin would have done in this instance.
It really is a potentially dangerous situation, it's a small piece of metal I'm talking about and one of my little grandaughters does not chew her food properly and this just may have been swallowed or at least cut gums or tongue.

Addy

Tesco Customer Services suck! Last November I was instore, part way through loading stuff onto the conveyer belt one evening and the fire alarm sounded. When it first sounded I said "do you think that might be a fire alarm?" and was told "no...don't think so!!". Eventually it became apparant that the shopfloor was being cleared - and customers being herded out of the front of the store. WHEN I POINTED THIS OUT TO HIM...he said "oh, yeah...whaddya wanna do? Shall I finish or do you want to go?"

I was appalled at the obvious lack of basic fire training, so wrote them a reasonably politely worded letter detailing this experience. I sent it to the store manager and copied it to head office. Not a word - no thanks for bringing this to our attention...kiss my butt, nothing!!!

Should have cc'd it to the Fire Safety Officer at my local fire station me thinks :mad:

ROCKINGHAM

I had a genuine complaint about their own brand fish fingers and contacted their customer services on the freephone no printed on the packet. They asked for some details on the packaging - sell by date and a couple of printed codes. Then explained what had probably happened and would contact the supplier/manufacturer to rectify the fault. Meanwhile they would refund the purchase price. Sure enough £4 worth of Tesco vouchers arrived within 2 days - twice what I had paid for intially. Have emailed in the past with a less positive response.

needmoney

All these things are sooooo annoying, in the case of the fire incident don't they tell them SECONDS CAN SAVE LIVES

Oh and no we don't usually keep piles of receipts for food that is going to get eaten do we!!!


We can be made to feel 'picky' troblesome' embarassed' etc. when we point out these things but everybody is more than embarassed when one of them becomes a serious incident.

Oh well we're all still alive off to wite to them now Have a nice day everyone:)

provo

I remember the case of tesco exploding tins,and the mass recall.
this was caused by the cans not being heated enough at the factory during cooking.

you should never buy a dentid tin,as a small hole can cause bottulism !!!

what happens is co2 builds up as the toxin feeds on the sugar producing co2 and causing the can to explode.

right off for some lunch.

needmoney

provo wrote:

I remember the case of tesco exploding tins,and the mass recall.
this was caused by the cans not being heated enough at the factory during cooking.

you should never buy a dentid tin,as a small hole can cause bottulism !!!

what happens is co2 builds up as the toxin feeds on the sugar producing co2 and causing the can to explode.

right off for some lunch.

Enough to make you blow your top;) Enjoy your lunch

kido_2

I once changed my sweetener to another brand because it was cheaper and I did not like the taste I returned it to the store and was issued with a refund and the supplier of the cheaper brand contacted me informing me of better tasting sweetener that they stock and I was issued with a voucher for me to buy their product.

Tesco takes any complain seriously no matter how small.
I am not an employee of tescos

Trow

I complained once to Del Monte in the same way - they asked for the product. I emailed them back to say I had dumped it (the reply was a week later) and a few days later they sent me some vouchers - so it might be worth replying and telling them you dumped it as it was so dangerous and that you have kids around the house at times.

Worth a try to get soemthing from them.

Fatboy_NSS

Tesco and the other large chains are happy to handle any complaint about any product they sell. This is not because they especially care about their customers, but because they invoice the supplier for £18 for every product they send back (was £18 a few years back, so probably more than £20 now). However they need the packaging to send back to the manufacturer, and the receipt would be useful to see exactly when and where the product was purchased. If you have thrown away the packaging and receipt you really can't expect Tesco to be able to do anything, as they can't investigate without knowing which batch the product came from (and their own brand products are probably sourced from different suppliers at different times).