Tesco - insulting and disgraceful behaviour

changkra

MORPH3US wrote: »

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

Do some research on Thailand and just see what is happening there. They are taking over. They are forcing out small retailers and buying them out at a pittance. Unfortunately over there is nothing in place to stop this, you have to realise that there is no welfare system in place for those who have no work. Allot of retailers are scared and general shoppers don't want this, they don't want Tesco taking over they want what they already have. Tesco need to be careful here, this is a country who will easily force a prime minister out of power, they will do their best to run Tesco out of their country.

pinkfluffybabe

Vote with your feet as someone already said. I boycott my local Asda because of their shoddy approach to customer service.

uktim29

Honeydog wrote: »

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.

Surely having a more balanced view would come from knowing what both sides are like. You can't have a balanced one-sided view!

From being in a position to be on both sides of the fence I can tell from your post you infact would be one of the ones most shocked (if you were to work in such a position) if you find difficlut to deal with different views.

My post was not based on any stress from my job just fact written in the original post. That particular post had a single person have problems with 3 different people. For 13 years I've observed situations like this and the problem has always been the same. With a situation like that it's always been the way the original person has behaved which lead to any problems, almost always they have no awareness of this, frequently shouting at someone for several minutes and as soon as that person tells them to calm down or to moderate their behaviour they'll be accused of being rude or then have the person concerned wanting to make some sort of complaint about them.

This is not an un-balanced view. This is 13 years of observation. You say you don't work in a customer service post, if you did for as long as I have you'd see the same. I personally think that would give you a more balanced view.

Poppy9

Customer service in one Tesco store I visit is awful. They spend more time chatting to one another than helping customers. They have no manners and often don't even acknowledge you. If you query an overcharge item they don't say anything to you, just take the item and march off to look at the shelf you got it from. From experience I know they take the tickets so my OH went with her the last time. Sure enough she didn't notice him and just picked up the ticket and came back to me and said that no such sign (BOGOF) existed. OH told her to check her pockets then as he saw her remove the sign and perhaps she would like to call the manager and they could examine the CCTV showing her removing the ticket. I had my money back etc but no apology.

The other store I frequent more often the CS staff are much more helpful even if they do come up with daft excuses for things not scanning properly. At least they are pleasant.

doitmyself

Poppy9 wrote: »

Customer service in one Tesco store I visit is awful. They spend more time chatting to one another than helping customers. They have no manners and often don't even acknowledge you. If you query an overcharge item they don't say anything to you, just take the item and march off to look at the shelf you got it from. From experience I know they take the tickets so my OH went with her the last time. Sure enough she didn't notice him and just picked up the ticket and came back to me and said that no such sign (BOGOF) existed. OH told her to check her pockets then as he saw her remove the sign and perhaps she would like to call the manager and they could examine the CCTV showing her removing the ticket. I had my money back etc but no apology.

The other store I frequent more often the CS staff are much more helpful even if they do come up with daft excuses for things not scanning properly. At least they are pleasant.

Stores such as Tesco are self service, what kind of interaction with the staff do you want/need/expect? As for the BOGOF example and the 'empty your pockets/cctv/call the manager' business, oh please, worse than the OP here. Some people do seem to have have extraordinary imaginations...

Morglin

Tesco's are taking over the world (or so it seems), but I always feel for those having to deal with the public - they cannot do right for doing wrong!

Lin

uktim29

Honeydog wrote: »

My personal experience of this is that if you provide a good service, are polite, friendly and helpful and recognise that each customer is important to your employer (if only in a financial sense) then you do not get complaints and situations do not deteriorate into shouting matches.

You and I never agree on these matters UKtim because you throw your toys out of the pram at the slightest mention that a customer service assistant might actually be to blame for a customer's poor experience at their store.

I completely agree with you that if you are polite, friendly and helpful then you generally won't get any complaint but there are exceptions.

You completely exaggerate about me 'throwing toys out of a pram' this is just my opinion, using comments like that due to just someones opinion is exactly why I said you'd probably be more shocked than others at working in such a position. Then you come out and say something like that.

My personal experience with people which behave in the way I describe is about 1 every 6 months. I meet about 3000 people a day. This means it's about 1 in 390,000 that act in this way when I deal with them. All the others are fine. So is it my fault or would you accept that perhaps a few people in this world may actually behave this way which is completely unjustified. They do exist! In this post the op has had a problem with 3 seperate people, that doesn't happen through bad luck. It because of exactly what you say, if your nice to people, they'll be nice back. If not then the oppisite may well happen.

You also exaggerate in saying the slightest mention that a person in a customer service person is wrong and I 'throwing toys out of a pram' . I comment in this way in about 1 in every 200 threads on here where my 'balanced' view can see 2 sides to a story. If what you say is true I would post in every thread not 1 in 200!

Honeydog wrote: »

and you have just proved admirably UKtim

I don't know how you've come to that conclusion. My opinion is different to yours. There is evidence where I'm not the only one to notice that the way the op dealt with things here was probably the wrong way. As I said this is about 1 in 200 threads where I'll comment that the way it was originally handled by the op was probably the cause. There's another 199 threads all with op's with a problem and no comment from myself! Does this admirably prove the oppisite? To be honest the odds are weighted heavily against you!

Honeydog wrote: »

You and I never agree on these matters

Right ok, you dislike the idea I have that perhaps a customer can be wrong, so much that you even have to underline the word never.

One of collegues this week had a quarter of an hour (what the customer turned into an argument) about the fact that old £20 notes are no longer legal tender. The customer argueing we should take them. No, I know a new one came out within the last week. I'm not talking about the old one prior to that, but the very old one! My collegue had 15 minutes of this! She was polite, even made helpful suggestions of trying to take it to a bank, but no had 15 minutes of screaming. So tell me honeydog with your wisdom of how retail staff should get things wonderfully right so noone is upset - What would you have done here?

You know........I expect that person went home telling how unhelpful a shop assistant was that he met today. Maybe he'll post on here! If so, again you'll here my view on things!

Poppy9

doitmyself wrote: »

Stores such as Tesco are self service, what kind of interaction with the staff do you want/need/expect?

Customer service is self service!! I would like to be acknowledged, I would like a please or thank you. I do not expect to be ignored as I have am the one who has been robbed i.e. overcharged.

doitmyself wrote: »

As for the BOGOF example and the 'empty your pockets/cctv/call the manager' business, oh please, worse than the OP here. Some people do seem to have have extraordinary imaginations...

Deceptionn is deception. Store managers have no right to tell staff to remove shelf/promotion tickets to deceived customers as no member of staff can be given unlawful instructions. If I altered signage in my favour Tesco would take action. It is an offence to entice someone to buy an item by being misleading over the price of the goods that's why Tesco's have their refund policy because they know they are breaking the law everytime your are overcharged.

From your attitude you sound well suited to working on CS in Tesco's. I can just see the interview now:

Interviewer: Why should I give you the job

doitmyself: (Distractedly says) Uh yeah?

Interviewer: congratulations you are the ideal canditdate!!

Honeydog

uktim29 wrote: »

I completely agree with you that if you are polite, friendly and helpful then you generally won't get any complaint but there are exceptions.

You completely exaggerate about me 'throwing toys out of a pram' this is just my opinion, using comments like that due to just someones opinion is exactly why I said you'd probably be more shocked than others at working in such a position. Then you come out and say something like that.

My personal experience with people which behave in the way I describe is about 1 every 6 months. I meet about 3000 people a day. This means it's about 1 in 390,000 that act in this way when I deal with them. All the others are fine. So is it my fault or would you accept that perhaps a few people in this world may actually behave this way which is completely unjustified. They do exist! In this post the op has had a problem with 3 seperate people, that doesn't happen through bad luck. It because of exactly what you say, if your nice to people, they'll be nice back. If not then the oppisite may well happen.

You also exaggerate in saying the slightest mention that a person in a customer service person is wrong and I 'throwing toys out of a pram' . I comment in this way in about 1 in every 200 threads on here where my 'balanced' view can see 2 sides to a story. If what you say is true I would post in every thread not 1 in 200!



I don't know how you've come to that conclusion. My opinion is different to yours. There is evidence where I'm not the only one to notice that the way the op dealt with things here was probably the wrong way. As I said this is about 1 in 200 threads where I'll comment that the way it was originally handled by the op was probably the cause. There's another 199 threads all with op's with a problem and no comment from myself! Does this admirably prove the oppisite? To be honest the odds are weighted heavily against you!



Right ok, you dislike the idea I have that perhaps a customer can be wrong, so much that you even have to underline the word never.

One of collegues this week had a quarter of an hour (what the customer turned into an argument) about the fact that old £20 notes are no longer legal tender. The customer argueing we should take them. No, I know a new one came out within the last week. I'm not talking about the old one prior to that, but the very old one! My collegue had 15 minutes of this! She was polite, even made helpful suggestions of trying to take it to a bank, but no had 15 minutes of screaming. So tell me honeydog with your wisdom of how retail staff should get things wonderfully right so noone is upset - What would you have done here?

You know........I expect that person went home telling how unhelpful a shop assistant was that he met today. Maybe he'll post on here! If so, again you'll here my view on things!

Ok UKTim here goes. I'm sorry it has to be a short reply but I refuse to grace your long, rambling, convoluted and frankly boring post with anything else. I don't have the time or the inclination.

1) There was nothing in the OP's post to suggest the two people behaved in a way which was anything but exemplary. Whereas as we all know the service we receive from Tesco staff is often less than satisfactory. In this case they were not simply inefficient they actually upset someone.

I think you may have been in retail just a bit too long. I wouldn't stand by and let a colleague be shouted at by someone for 15 minutes without intervening!

Got to say though; despite the fact that I've had a pretty tiring day today; your attempts to justify your opinions made me laugh out loud. Thanks for that

uktim29

It might have been boring to you but it got a thankyou

Honeydog wrote: »

.

I think you may have been in retail just a bit too long. I wouldn't stand by and let a colleague be shouted at by someone for 15 minutes without intervening!

The amount of time I've worked in retail doesn't have an effect on my point of view (more underlining, perhaps you've been teaching too long!). I currently also run my online business and as soon as it reaches £3000/month will become a full time venture which will probably be around july time but my opinion on these things will still be the same. It's basically the ability to realise theres often 2 sides to every story.

Honeydog wrote: »

Whereas as we all know the service we receive from Tesco staff is often less than satisfactory

"we all" "often less" bit of a generalisation isn't it? Surely if you feel that way then go somewhere else or use the self service tills!

Honeydog wrote: »

they actually upset someone.

So I take it you were there to know this is 100% true? The op seems to have upset 3 seperate people. You don't seem to want to acknowledge that possibility. So tell me, how do you know that the op's are always 100% correct? Is it a crime to have an open mind then? So having an open mind is from 'been in retail just a bit too long' you sure? Or could I just be open minded naturally?

By the way the day in question which I mentioned about my collegue I was on day off. there was nothing in my post that suggested I was on duty!