Tesco's won't reply to my complaint

mummymania

I had some groceries delivered on Monday night and after the driver left I phoned customer services to complain - the lady said she will contact the local store and get a manager to ring me within the hour. (Basically, the driver had REALLY bad attitude and when I was unpacking my food i found all the frozen stuff had defrosted, ice cream was everywhere) Anyway I got no phone call (surprise surprise!) and so I emailed tesco and 3 days later I still haven't had a reply. I am FUMING! Any advice?

impy78

mummymania wrote: »

I had some groceries delivered on Monday night and after the driver left I phoned customer services to complain - the lady said she will contact the local store and get a manager to ring me within the hour. (Basically, the driver had REALLY bad attitude and when I was unpacking my food i found all the frozen stuff had defrosted, ice cream was everywhere) Anyway I got no phone call (surprise surprise!) and so I emailed tesco and 3 days later I still haven't had a reply. I am FUMING! Any advice?

Phone them and refuse to leave the phone until you have spoken to a manager.

Honeydog

I hate Tesco. Their customer service is crap.

Go to the store in person. That might help.

longforgotten

They are probably so bogged down with complaints that they cannot reply quickly. I know that this applies to replying to letters, I admit I do not know about e-mails.

wen12

If you dont leave the phone until the manager comes then obviously they will just hang up.

I often have problems with their vouchers collected with points. Then yo find they dont keep details on a computer for long so they say they cant deal with it.

A computer can keep details of your past history so it is just Tesco trying to not pay out.

Ive had problems with their incorrect totalling of points. I dont think they are a very good company for customer services

mummymania

Update: I got a standard reply saying they were sorry, not usual service, guy must have been on a tight schedule (is that my fault????) and they refunded me 69p for my defrosted ice cream. Whoopy doo. I emailed straight back and said I want my £4.99 delivery otherwise I will never shop there again. Five mins later and I got the £4.99 back.
I still hate them.

dangeroussports

Why oh why oh why do people insist on shopping somewhere they hate?
If you hate them then go to Sainsburys.

I love Tesco, i find them very helpful and I have never had any problems but IF i did I would certainly use another supermarket. Which reminds me, I once used the Sainsburys drive through car wash. I drove up and placed my two pound coins in the machine and drove in. Nothing happened. I sat there and still nothing happened. After about 5 minutes I left. I didnt bother telling Sainsburys because I would have to queue up and tell some teenager that I had lost my £2 + wait time.....why bother??? Just dont use them.

You lost £0.69pence. You then phoned up and recieved your money back for delivery which is good and got your £0.69pence back. If you had escalated the matter you may of recieved a complimentary £20 voucher, which I know they give because my friend got one.

mummymania

Eerrrr, excuse me?

I didn't just lose 69p - all of my frozen items had defrosted, but they would only refund my 69p because the ice cream was liquid by the time I got my delivery. The rest of the frozen stuff (£10 worth) I had to chuck out. I'm not going to let my children eat defrosted chicken that I wanted frozen.

This is the first time I have shoped with tesco in about 6 months, after a previous disastrous experience, and I wanted to give them the benefit of doubt that they might have improved. I was wrong.

I normally shop with sainsburys and ocado and will go back to them.

I was asking for advice on how to contact tesco's, not get opinions on where I should shop.

Thanks

debsy42

I was in a similar position to yourself mummymania with regard to my delivery. The driver never bothered to turn up last monday night and despite calling c/s three times, who were helpful but couldn't really do much apart from request a call, I'm still waiting to hear from the store manager. I tried calling the store directly but they do not pick up the phone. We ended up going to a different store and spending more than the original order was for !!

Maybe worth ringing the store directly and asking to speak with the delivery manager however they may only work till 5'ish I believe

tosco12

longforgotten wrote: »

They are probably so bogged down with complaints that they cannot reply quickly. I know that this applies to replying to letters, I admit I do not know about e-mails.

OK where is your evidence of this, what makes you think they are bogged down with complaints? How would you know, do you work for Tesco if so say so duh

jazzyjustlaw

I worked at Tesco over 20 years ago as a teenager. Their customer services were the best. But now - absolutely rubbish. They should be ashamed of themselves.