Tesco's won't reply to my complaint

Dipak

Hi there,

The best advice i would give is look at the code of pratice which can usually be found on their website and follow exactly what it says in there. If you follow that and you get no joy then you can complain direct to the ombudsman and they'll fight on your behalf. Not tried it with Tesco but i have with Virgin Media and its working a treat!

Hope it helps.

D

swordfish

tosco12 wrote: »

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

Actually to back up the original poster, Tesco's ACTUALLY TOLD ME they were backlogged with complaints. That was their excuse for not answering 27 emails over a period of 9 days until I sent one with the subject title "small claims court about to be filed".
They also told me they would get a manager to phone back on 6 occasions. Not once (local or national) did they phone back before the threat.
When I did eventually get my reimbursment for my damaged items, they sent the confirmation in a letter with no postage on. I had to go to my sorting office (costing me fuel costs) and pay excess postage. I ended up having to threaten them with small claims for this too. An answer to the phone calls or emails within 7 days would have negated all need for the threats and would have kept me happy.

Their customer service is a joke.
Oh, and I don't use them anymore


And saying "duh" to a poster is an extremely infantile and pathetic thing to do. Grow up.

Channard

impy78 wrote: »

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

I never worked for Tesco, but I did work for a certain now-defunct computer company famed for its poor customer service. Customer service calls often got passed to us techs via overflow - and we'd often get people asking to speak to a manager. So as a routine, I'd tell my manager/team leader, who would always refuse to speak to them, as would many managers. We were told to hang up on them or just leave them on hold till they hung up. The former was preferred as we were marked on how many calls we took. Needless to say, I got out of there PDQ.

So asking to speak to a manager doesn't in any way guarantee you will. In fact, the only time the managers spoke to a customer was when a customer was threatening to cancel an expensive order. Once they'd got your cash, no-one gave a monkeys. And no matter how bad the company's rep was, there were enough people willing to risk the poor service for the cheap prices the company offered.

NiteRider

Hi mummymania

Try sending an e-mail to the MD at terry.leahy@uk.tesco.com and also post details of it on http://tesco-complaint.blogspot.com/

This worked for me - after 2 months of being fobbed off by Tesco.

Hope this helps

Lady_K

This happened to me once, all my freezer stuff was defrosted. I rang tesco and they actually rang the van and found a fault on it that the driver wasn't aware of so they refunded everything to me. Asda actually come and deliver any missing or faulty goods the next day or later that day though to replace things like that I've found which is usefull sometimes.

I have been told before though that they will contact the store and that they will ring me within an hour, this has never ever happened. The stores just dont bother contacting for some reason. You could find the stores phone number and ring them direct too. The email replies from tesco can take over a week, thats quite normal with them but I have had the odd one never turn up at all

cmbargainhunter

The store I use write their phone number on the order sheet and ask the customer to ring directly with problems. If you phone customer service they say that a message will be passed on, but never seems to get through. You should get all your money back for your frozen goods.

grannybroon

I think if you don't get customer satisfaction re your vouchers etc, given that no-one should open your mail, you should have go to Watchdog. Given the same advice to someone else here tonight. If they don't do anything, maybe one of the tabloids?

GB

longforgotten

Originally Posted by 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.

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

My husband wrote to Tesco's at the end of March, and I'm kind there because I think it was likely the middle of March but hey. They replied with a letter saying they would reply within 15 days of receipt of his letter. He received his reply the end of last week, and that was only after he wrote to them again to find out why they hadn't replied. No apology, said they would look into why the ready meal was a beef curry instead of the stated chow mein on the label and a £10 Tesco card.

I rest my case

moonrakerz

Tescos have got like some of the lower end ISPs - just get the customers in, take their money and b****r the service !

molerat

I filled in a complaint card in Tesco Extra Inverness on 7th March. It stated on the card that they would reply within 7 days. I am still waiting. Says it all about their CS really.