Faulty tin - complaint

needmoney

Fatboy_NSS wrote:

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).

I have sent the batch number as the tin was from a multi pack and given them the store address and number but I really think it's not realistic of them to expect a receipt, after you put goods in your cupboard who then keeps their recipts for food.

Dormouse

Yeah, having dealt with Tesco customer services online, I have come to the conclusion that next time I'll just call them.

I had a similar problem with their mince, and after an exchange of emails lasting weeks (!), they asked me for the packaging. Yeah right, like I'm going to hang on to an opened packet of their stinking mince for weeks *sigh*! I know I should've phoned them in the first place, but I had a newborn baby at the time and was not able to make long phone calls during the day... But anyway, next time I WILL phone... emailing just doesn't do the trick!

WHA

Granted, not about Tesco, but Morrisons.

Bought a different kind of jam from Morrisons (not their own label). It didn't taste right at all, not necessarily "off", but certainly not the taste I expected. Took it back in store to customer services. Mature lady was sympathetic, took jar and my details, gave full refund and promised it would be looked into. I was happy, got my refund, and expected to hear no more. A couple of days later, got letters from both Morrisons and the jam manufacturer thanking me for my comments and promising they'd look into it. A week later, got a letter from manufacturer with a coupon (a few pounds if I remember correctly) and a report from their food technical consultancy that the jam was safe and contained no known nasties - they said they would refer comments to their food tasting "panel" for future product improvements. I was completely surprised that they took it seriously, but then realised they needed to in case it was contaminated in some way.

A few months later, again Morrisons, bought a lettuce. When I cut into it, there were hundreds of tiny insects. Took it back in store to customer services. This time, a young girl - complete disinterest - basically said what did I expect - lettuce is grown outdoors and insects are perfectly normal. No offer of refund or further action at all. Just advised to wash it under the tap. She obviously couldn't be bothered with the paperwork. I took it back again the next day - mature lady again - got my refund and apology and another letter from Morrisons a few days later promising they'd look into it!

I think staff training and using mature staff would be an immense improvement. Telephoning or emailing simply doesn't work - it is too easy for them to pass you off and move onto the next caller - you are better "face to face".

Zippy123

I work with a lot of suppliers to the supermarkets.

Every time you make a complaint the supermarkets fine the supplier the cost of the product and between £7 and £15!

BTW one was a fresh veg supplier and yes they do return veg for bugs and slugs.

Also the suppliers nearly always have to fund these bogof offers - it is not the supermarkets generousity.

The supermarkets also demand a yearly rebate on turnover and charge the suppliers for cases, haulage and rent for containers.

They also charge if the product appears in the store magazine or other adverts and positioning within the store gets charged for too - especially for eye level shelves or the end of isles.

Zippy

Xbigman

They also charge if the product appears in the store magazine or other adverts and positioning within the store gets charged for too - especially for eye level shelves or the end of isles.

I can confirm this. If stuff is on 'plinth' (IE right in the prime slots) or on offer then suppliers are expected to cut their price to reflect the supposed extra profits they make on the extra turn over. Often this means a loss as the extra turnover is supplied by stressed staff pushed into higher paid overtime to keep the supermarkets happy.
Regards


X

zcaprd7

Try emailing the CEO?

http://www.connectotel.com/marcus/ceoemail.html


I'd send a link to this thread and he can see how much damage a poxy can of beans has done!

needmoney

zcaprd7 wrote:

Try emailing the CEO?

http://www.connectotel.com/marcus/ceoemail.html


I'd send a link to this thread and he can see how much damage a poxy can of beans has done!

Thanks for the link zcapdrd7, might have to do that as they are now very late answering my 3rd email!!! No doubt they'll ask if I kept the beans next.

Don't think sending the link to them would be allowed though.

needmoney

Got this email today


Thank you for your email.

We would require the packaging for the EAN number and a few other pieces of information. This will ensure that the correct manufacturer is advised of this problem.

However, the information that you have supplied may be enough to identify the batch so that any faults may be investigated. I will contact our suppliers of this product to see if they recognise the batch code.

Thank you for taking the time and trouble to contact us.
Stll hanging on I'm in no rush but interested to see the final outcome.

needmoney

I am still waiting for a proper reply to my emails regarding this, after a while of waiting I sent another email yesterday and today got the standard reply "have received your email and will reply"

I think they are hoping I will just forget about it I am now thinking of writing, any advice please?

zedcaprd7 have just taken your advice and emailed CEO thanks let know results if any.

webmasterpolo

I've complained to Tesco customer services numerous times about bad service and products, most of the time they are slow and tiresome but to deal with, you just need to hang in there. At one point they messed me around so much l wrote to the MD and got a letter from him, hand signed by him. I was very surprised, l've written to MD's before (included Tescos) and never got a letter back signed personally by them.

His name and address btw if you would like to do the same is:
Terry Leahy
Tesco House
PO BOX 18
Delanare Road
Cheshunt
Herfordshire
EN8 8SL

I would also recommend you include your clubcard number in bold print as a ref number, this usually results in clubcard points as compensation instead of vouchers, which may work out better-

For example:
1000pts is £10 voucher plus 10pts when spent or £40 deal voucher

£10 voucher is only 10pts


1000 points seems to be their standard compensation, push for more if you think you deserve it though. For your case l would stress the health and safety of your grandchildren and expect something like 5000pts min. which is £200 deal vouchers, should cover your family for a day trip out to a theme park or weekend away in a hotel.