Very dissapointed with Tesco response

more_money_for_me

I recently visited a local tesco store to buy some clothes for 13 month old daughter, as well as a few groceries. While there we visited the cafe. Towards the end of our meal a customer put their tray into one of the tall trolleys that they have for self clearing, this should have been in a bay as other trolleys were, but presumably because they were busy they had left it free standing, as the customer pushed it in a half full cup of coke tipped over and cascaded all over my partner. This meant we then had to go home for her to change as opposed to continuing on our day out, this of course spoilt the day. It also concerned me that if this had have been hot tea tipped all over my young daughter rather than cold coke over my partner it could have been a lot worse. I wrote to them via email and got the standard sorry about that we've spoken to staff to ensure it doesn't happen again response. Personally I felt this was fairly inadequate, as I believe they have been negligent in not keeping the trolleys in a safe place and allowing this to happen. I would have been quite happy if they had of sent enough vouchers to cover dry cleaning of my partners coat, but am now quite annoyed as I seem to have been brushed off with a template letter. What do you think? am I over reacting? if not how should I proceed?

Sooler

Report them to the local fire brigade as the tall trolley would be an obstical to people escaping a fire.

Morty_007

Sorry to hear about your experience.

Tesco do a very good line in useless, ineffectual template letters in response to complaints...I have had one recently. i'd be interested to know if there's any point appealing and if so how!?

gyzmo

There may be a case for reporting it to environmental health, as it seems that they are not providing a safe working environment. The fact that cup contained a cold drink is irrelevant to the circumstances - it could have been a hot drink.

more_money_for_me

Thanks, hadn't considered that. I am guessing they aren't doing this anymore, funnily I haven't been back since, but there is obviously a record of this having happened and staff on duty at time.

matty_art

I'd see where you get with a phone call, email is probably ineffective with Tesco. Push hard enough and you should get your vouchers.

uktim29

Sooler wrote:

Report them to the local fire brigade as the tall trolley would be an obstical to people escaping a fire.

Surely it would have to be blocking a fire escape? There is no mention of this in the post.

Also this seems to be the fault of a customer who pushed it over. I've seen similar things in other fast food places/supermarket cafes which seem fairly sturdy. If a customer is clumsy enough to somehow knock it over it's their fault.

advent1122

more_money_for_me wrote:

am I over reacting?

Yes.
It is what is commonly known as "an accident".
Inconvenient, Yes.
Pain in the bum, Yes.
Did every one survive, Yes.

I know we live in a blame culture nowadays but things can still happen just because Venus is out of whack with Saturn or you forget to wear your lucky undies.

TankEngine

If I'm not mistaken Tesco do not own the cafes. Another company operates them.

mrme

TankEngine wrote:

If I'm not mistaken Tesco do not own the cafes. Another company operates them.

This is correct, I beleive it is Eurest but I'm not 100% sure :rolleyes: I'm afraid complaining to Tesco is a complete waste of time, you only have to look @ this site to see proof. They simply don't care, the only good customer service comes from the hardworking, minimum wage shopfloor staff. In other words Terry couldn't give a toss.

more_money_for_me

advent1122 wrote:

Yes.
It is what is commonly known as "an accident".
Inconvenient, Yes.
Pain in the bum, Yes.
Did every one survive, Yes.

I know we live in a blame culture nowadays but things can still happen just because Venus is out of whack with Saturn or you forget to wear your lucky undies.

It may well have been an accident that the other customer knocked it over, but if whoever operates the restaurant hadn't had the clearing trolley freestanding instead of in a bay as it should have been then the drink wouldn't have gone all over my partner. Personally I don't expect to get covered in muck when I go to the supermarket, if I do I expect that the supermarket at least offers to dry clean a ruined coat. Perhaps I am being unreasonable in this but this is what I would do if I ran a business. However this may be why I am not as rich as Tesco.