Tesco - insulting and disgraceful behaviour

jimsmum

I personally hate tesco but have to go their to do shopping for grandmother every wednesday.I walk round talking to DS 2 telling him OMG this is 50p cheaper in asda.lol.
I get some funny looks honest.

jessc_2001

scruffyone wrote:

What ever happened to the 'customer is always right'. Whilst this does not apply many times now, surely Tesco or their like are in a service industry unless you were extremely rude (which I doubt) the matter could have been easily diverted with an apology (even when they don't mean it - which is usual). Management usually back their staff which always makes the situation worse. Shame you can't get to their training department and make a few suggestions about how their staff should treat the customers - in other words the people who pay their salaries. Maybe if they kept that in mind before they were rude we would all have a happier time shopping!!! If they thought they might lose their job if they were rude they would keep a lid on it. Good luck and continue the fight if you have the patience for it.

Without wanting to derail the thread, having worked in the "service industry" both in Hotels and Call Centres, I have to say that my personal "the customer is always right" moral compass is always firmly at the "treat other people as you would expect to be treated yourself" point.

I firmly believe that there are 'right' and 'wrong' ways to complain, regarding service, products etc.. after all, it's not use complaining to the Dustman when your gas supplier cocks up the bill - whats he got to do with it?!

Although people in the "service industry" are told (when they're un/lucky enought to be sent on training courses) "it's not personal so don't take it that way", it's VERY hard not to when someone is screaming in your face that you're a racist bigot (believe me it's happened to me over if breakfast was or was not included in the room rate - it wasn't) or swearing etc..

In short, whilst I don't believe that the OP in any way insulted the Tesco staff there's a saying.... "it's nice to be nice to nice people"

Think about that next time you complain to the representative of the company you want something from - you'll probably get a lot more !!!

NiteRider

Thanks again for the posts, folks.

Yes, I agree with the concept of treat other people as you would expect to be treated yourself as I always base my dealings with other people on this. Unfortunately at times, like this Tesco experience, the compliment is not returned.

I can see what you are getting at, binty, but no, I was not rude to the Store manager. He took exception to a point I made in a follow-up e-mail to Customer Services. In my opinion he made more of it to avoid discussion about our complaint. He just said basically I have investigated your complaint and the 2 staff denied it.

I have to go to a work meeting now then I will be going home (part-time work). I will update on here if I have any e-mail replies from Tesco (We cannot check Hotmail in work)

F.T.B_2

As a current Dot Com manager at Tesco's in the South West I can understand your disappointment at the way in which your complaint has been dealt with but I do not see what you want from this whole scenario?

The Store Manager would have investigated this matter and if the "2 culprits" both deny your allegations then what more can be done with regard to the complaint? Its your word against theirs and unfortunatly a lot of customers do exaggerate their stories slightly. Im not saying this is what you are doing just asking what outcome you would like to see.

NiteRider

Thanks for your post, F.T.B

I am looking for a genuine apology from the store involved, mainly to my partner, for the unacceptable behaviour in the store. Also I complained about the aggressive, ranting behaviour of the store manager during a telephone call to us. This has not been investigated yet and in any case the manager may just deny the allegation as did his staff.

Yes, you are right, it is our word against theirs but we expected someone from HQ at least to speak to both parties involved. Up to now Tesco has merely conversed with the local manager and has sent us a dismissive e-mail. Other than the Store Manager’s poor effort, nobody has tried to discuss our complaints with us.

yeslek

uktim29 wrote: »

When one person has a problem with so many people the problem is often actually with them. I wrote a similar comment on the blog you mention. I am not a current or ex Tesco's employee on from any other supermarket for that matter as assumed.

People don't react like that without a cause. If it's kept happening then I imagine the way you speak to them is the actual problem.

i'd have to agree with this
i work as a customer service agent and i'm always more willing to help the calmer, nicer people than those who !!!!! and rant (not saying you were ranting)

Honeydog

Whenever the folk who work in customer services post on these threads they invariably end up blaming the original poster. In my opinion they bring the stresses of their own job to the forum with them and this affects what they have to say.

Sometimes I think those of us who do not work in the service industry can often have a more balanced view.

Tesco is extremely successful at what it does. Unfortunately this has led to a couldn't care less attitude towards customer service. There are exceptions to this but they are rare. Most of them are more interested in talking to each other than you and don't want to deal properly with anything more complicated than "Can you tell me where the jaffa cakes are please?"

Over the last 2 or 3 years I have had some seriously rubbish treatment from poorly trained, poorly motivated staff at Tesco. I only use Tesco very occasionally now for dog and cat food. The days of the 'big shop' there are gone.

My main business has gone to the local Costcutter, M & S and Sainsburys.

Vote with your feet OP. If you genuinely feel so bad just don't shop there again. If enough people do it Terry will start to ask himself why and then he'll do something about it. If you do nothing then you are encouraging the employees to provide poor service and not to care.

HD

BigBouncyBall

scruffyone wrote: »

What ever happened to the 'customer is always right'.

The customer is NOT always right, however they are never wrong. Thats the best advice i have ever been given about customer service

changkra

I have to say that the only problems i have ever had with Tesco has been their home delivery service which i ended up with numerous missing items and half of another customers shopping instead. Every time i have had a problem and have contacted customer services they have been fine and sorted the problem out there and then. I do realise i have been fortunate due to the number of vents on here. I have not had problems taking back items, in fact i have been given apologies for simple things and always greeted with a smile whether it be at the till or a the customer service desk. A couple of weeks ago I had an issue at the till and the manager took over and apologised and sorted it out there and then, what more can you ask for? I have wondered if the staff are treated better by the store manager at my local store than maybe some of the others are. As for saying the OP was probably in the wrong with his attitude etc. maybe posters forget about the thread on here recently where the OP was called a thief by the manager in Tesco and one last year where the manager actually physically attacked a customer and bit him when he had a query on an item that was priced wrong. Sometimes the managers are in the wrong not the customers, but occasionally it can be the other way round. Unless you were with the OP on this thread when he contacted customer services ther is no way you can know what his attitude was like, but keep in the the thread where the OP was called a theif and all because he was dressed in jeans and t shirt for the weekend and is a student.

MORPH3US

In my experience Tesco don't give a sh*t about people who complain.

I have complained in the past and everything got brushed under the carpet and denied - they are far too powerful in this country and they know it!!!

I can honestly say I HATE Tesco!

M