Tesco's won't reply to my complaint

Stargirl_3

Hi

I finally got my Tesco complaint resolved on Sundy after initially sending my letter on 12 March.

In between these dates I faxed a copy of the letter, emailed customer services almost daily and in the end wrote a letter of complaint to Terry Leahy. That seemed to get things going as I actually got a response from him (ok, probably not anything other than his signature) but he obviously got onto the store in question as a week or so later I was invited in for a coffee to discuss the probelms I had.

So I would say its definitely worth a letter, and it was reassuring for me as a customer to know that the people in charge of these big companies do realise that its customers like us that make them their money, and that he actually did something about it.

vikingaero

In my humble experience I always find that managers are patrolling the shop floor "supervising" and not doing much else.

If that happened to me with defrosted goods, I'd go straight back to the store grab replacements and give the mush back to customer services.

before_hollywood

molerat wrote: »

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.

i filled one in last year at tesco in bury, think i got a reply but nothing was ever done about it

if they don't deal with your complaint vote with your feet, its the only way they will learn, personally i try to avoid both tesco and home delivery, for me i would rather pick things up, look at them and only buy if i am happy with the condition they are in. the drivers should be given company phones and call every customer to say they are on their way, if late why and when they are going to be there its just courtesy really

FRUGAL_4

cmbargainhunter wrote: »

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.

I agree, I have shopped with Tesco online for 4 years, I have no choice no other supermarket within 20 miles and no one else delivers in my area. If I have a problem and I quite frequently do, only yesterday someone packed baby wipes, headache tablets, a melon and a bottle of kitchen cleaner containing bleach together and you have guessed it, the kitchen cleaner leaked, I don't bother with the scotland call centre, I call the .com manager at the store it was picked from and complain, I got refunded for the all the damaged shopping and my delivery charge refunded...no offence to anyone who works at Tesco, I have worked in retail for many years, but the case in my tesco store - if you pay peanuts you get monkeys! The .com Manager constantly tells me that he has new packing staff, pay the staff a wee bit more and you may have some decent people with common sense working in your packing department!

MrsTinks

I have to say the few times I've had an item missing or queried something on my bill I've called them and they have always IMMEDIATELY corrected it and refunded me... so one happy Tesco shopper from a CS perspective here

dangeroussports

I have only ever complained twice at Tesco. Got resulted pretty much immediately.

I cant fault them. I will use them again and again.

I dont think Tesco really care about a small number of complainents consdering they have millions they please.

My advice is that if a company ignores you go elsewhere.

Dave_Brooker

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?

Shop somewhere else, or forget about it, these things happen...

jules1987_2

hello i dont know if you have your complaint sorted but here goes
go into your local tescos store with your receipt and explain to the customer service assistant you would like to speak to the frozen manager/grocery manger, explain to him the problem and the result you would like, if he/she can not give you what you wnat go higher, store manager then head office.

"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." this is true i have the evidence as a customer assistant at tescos where i have worked for 3 yeras my mums been there 25 years and my best friend is the customer service manager, if you still have a problem email back and i will talk to him and get some advice/numbers ect...

if other people find tescos an awul place where the customer service is appalling why shop there we have one customer who complains all the time im thinking go somwhere else! i dont wnat to offend anyone, yes i agree some people who work at tescos really dont want to be there and this is no excuse for bad service, customer service assistants are put under so much pressure from management ive seen it with my own eyes! at night we have only got 1 customer service team leader in and she has to do everything plus deal with customers who are just damn right rude! a bit of patience will go a long way, u will get seen to but with everyone wanting one person it takes time! hope the advice about refunds/exchange helps, jules

Timmne

FRUGAL wrote: »

no offence to anyone who works at Tesco.... - if you pay peanuts you get monkeys!

!!!!!!???!!

"No offence" doesn't remove any nasty comments from a blatantly rude comment!

My girlfriend's a manager at Tesco and to see bigoted idot like you call her a monkey is really offensive.

dangeroussports

FRUGAL wrote: »

I agree, I have shopped with Tesco online for 4 years, I have no choice no other supermarket within 20 miles and no one else delivers in my area. If I have a problem and I quite frequently do, only yesterday someone packed baby wipes, headache tablets, a melon and a bottle of kitchen cleaner containing bleach together and you have guessed it, the kitchen cleaner leaked, I don't bother with the scotland call centre, I call the .com manager at the store it was picked from and complain, I got refunded for the all the damaged shopping and my delivery charge refunded...no offence to anyone who works at Tesco, I have worked in retail for many years, but the case in my tesco store - if you pay peanuts you get monkeys! The .com Manager constantly tells me that he has new packing staff, pay the staff a wee bit more and you may have some decent people with common sense working in your packing department!

Frugal....could you not drive/walk to a different store?....sitting at home ordering dougnuts isnt very good you know.