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Tesco poor level of customer care
consumerrights
Posts: 13 Forumite
I just returned from shopping at my Local Tesco.
The level of customer service was shoddy at best and not for the first time.
Description of events
After walking up and down the frozen isle in Tesco, I noticed an in store promotional poster, which stated: “Buy at least £10 worth of frozen food and get 5p off a litre of fuel coupon”.
After having spent the specified amount on frozen food and having paid for my items at the till, I was surprised to find that I was not given the 5p off litre of fuel coupon with my receipt.
Thus, I asked the sales assistant why I did not receive a coupon after having spent £15 on frozen food. Unsurprisingly, the sales assistant did not know anything about the promotion and as usual a manager was called to assist me further.
Straight away the manager went to check the terms and conditions on the promotional poster. Upon her return, I was told that you must spend at least £10 on the items pictured on the poster only, in order to be eligible for a 5p off litre of fuel coupon.
I decided to go and double check if this was the case, since I did not see any such terms and conditions on the poster, when I looked at it first time round. Low and behold, the terms and conditions do not mention anything about the items pictured whatsoever.
Then, I go back to talk to the manager and she keeps on insisting that I am not eligible for a coupon, since I did not purchase the items pictured on the poster. The conversation turns into an argument, whereby the manager turns very rude and aggressive towards me. Then, the manager goes off to double check the terms and conditions with somebody else. Whilst she is gone, a sales assistant approaches me and lets me know that a senior manager has authorised a coupon to be given on this occasion.
Next to me, a gentleman is buying three cartoons of orange juice, which have “three for two” offer stickers attached to them. The sales assistant scans them in, then pulls off the discount stickers and tells the gentleman that he must pay full price instead. The gentleman looks confused and the sales assistant refuses to give back the discount stickers and states that if he wants to buy the juice, he has to pay full price.
Shortly after, the first manager returns and proceeds to argue with me further. At this point, I politely explain that a senior manager is happy to supply a coupon, however the manager is having none of it.
Whilst all this is going on, the frozen food is beginning to thaw and water starts dripping out of the shopping bags. The manager seems oblivious to this and simply carries on behaving in a demeaning manner towards me, in front of other staff and customers.
After further shouting, the manager decides that she is not getting anywhere and proceeds to throw the coupon at me, followed by “There!”.
After getting into the car and driving off, I check the receipt and realise that I was overcharged. So I go back to Tesco to get the difference back. The same manager serves without any greeting, smile, thank you or goodbye, as she thrusts the money back into my hand.
There are four large Tesco stores in my area and I seem to get the same level of terrible customer care at whichever store I go to. Every time I go to Tesco, the sales assistants do not have a clue about in store offers/promotions/discounts and the managers have no people skills.
I don’t know if anyone else has experienced poor customer care at Tesco or maybe it’s the just the stores round where I live.
Perphaps it's time to do my weekly shopping elsewhere now.
The level of customer service was shoddy at best and not for the first time.
Description of events
After walking up and down the frozen isle in Tesco, I noticed an in store promotional poster, which stated: “Buy at least £10 worth of frozen food and get 5p off a litre of fuel coupon”.
After having spent the specified amount on frozen food and having paid for my items at the till, I was surprised to find that I was not given the 5p off litre of fuel coupon with my receipt.
Thus, I asked the sales assistant why I did not receive a coupon after having spent £15 on frozen food. Unsurprisingly, the sales assistant did not know anything about the promotion and as usual a manager was called to assist me further.
Straight away the manager went to check the terms and conditions on the promotional poster. Upon her return, I was told that you must spend at least £10 on the items pictured on the poster only, in order to be eligible for a 5p off litre of fuel coupon.
I decided to go and double check if this was the case, since I did not see any such terms and conditions on the poster, when I looked at it first time round. Low and behold, the terms and conditions do not mention anything about the items pictured whatsoever.
Then, I go back to talk to the manager and she keeps on insisting that I am not eligible for a coupon, since I did not purchase the items pictured on the poster. The conversation turns into an argument, whereby the manager turns very rude and aggressive towards me. Then, the manager goes off to double check the terms and conditions with somebody else. Whilst she is gone, a sales assistant approaches me and lets me know that a senior manager has authorised a coupon to be given on this occasion.
Next to me, a gentleman is buying three cartoons of orange juice, which have “three for two” offer stickers attached to them. The sales assistant scans them in, then pulls off the discount stickers and tells the gentleman that he must pay full price instead. The gentleman looks confused and the sales assistant refuses to give back the discount stickers and states that if he wants to buy the juice, he has to pay full price.
Shortly after, the first manager returns and proceeds to argue with me further. At this point, I politely explain that a senior manager is happy to supply a coupon, however the manager is having none of it.
Whilst all this is going on, the frozen food is beginning to thaw and water starts dripping out of the shopping bags. The manager seems oblivious to this and simply carries on behaving in a demeaning manner towards me, in front of other staff and customers.
After further shouting, the manager decides that she is not getting anywhere and proceeds to throw the coupon at me, followed by “There!”.
After getting into the car and driving off, I check the receipt and realise that I was overcharged. So I go back to Tesco to get the difference back. The same manager serves without any greeting, smile, thank you or goodbye, as she thrusts the money back into my hand.
There are four large Tesco stores in my area and I seem to get the same level of terrible customer care at whichever store I go to. Every time I go to Tesco, the sales assistants do not have a clue about in store offers/promotions/discounts and the managers have no people skills.
I don’t know if anyone else has experienced poor customer care at Tesco or maybe it’s the just the stores round where I live.
Perphaps it's time to do my weekly shopping elsewhere now.
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Comments
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I think you are correct. You need to shop somewhere else.
I have never experienced anything like that!
Must have been hot in the store, too, for the frozen food to defrost that quickly :rotfl: I have a 20 minute drive home from any of my nearest supermarkets, and sometimes don't even go straight home, yet my frozen stuff never drips water like that :eek:0 -
I guess it started dripping because I was at Tesco for a good couple of hours.
It was only supposed to be a quick shop to get some things for a BBQ.0 -
consumerrights wrote: »I guess it started dripping because I was at Tesco for a good couple of hours.
It was only supposed to be a quick shop to get some things for a BBQ.
on your receipt, you should be able to see a Tesco 'comments' website, it would be interesting to see what response you get from posting the details there .....I used to work for Tesco - now retired - speciality Clubcard0 -
You say that you were overcharged. I hope they gave you double the overcharge as per their policy. If not, I'd mention that when you complain.
It's only a game
~*~*~ We're only here to dream ~*~*~0 -
Its the usual Tesco !!!!!! and his weekly BS.0
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As Tesco only normally offer 5 p off if you spend £50 or more we can safely assume this is the normal muppet with too much time on his hands and not enough intelligence to even make something up that is vaguly realistic.'The More I know about people the Better I like my Dog'
Samuel Clemens0 -
As Tesco only normally offer 5 p off if you spend £50 or more we can safely assume this is the normal muppet with too much time on his hands and not enough intelligence to even make something up that is vaguly realistic.
No, Tesco do have offers for 5p off petrol apart from the one for £50 or more but it's usually on specific items. A few weeks ago, they were offering 5p off petrol if you bought a specific multipack of tuna. I bought two lots and the assistant was a bit confused when I said I wanted to split them up so they would be on different receipts. I got a voucher for each one. He was unaware of this offer but thought it was great...
Here's the frozen food offer:
http://www.tesco.com/petrol-promotion/0 -
trololololo0
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I would not mind if this was a one off experience, however poor customer care seems to be very common at Tesco.
Previously, Tesco refused to provide a replacement/refund for a phone charger, even so it became faulty within a few months after the purchase.0 -
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