Tesco - Complaints department - Help

jc808

Timmne wrote: »

An effective tactic is to write to the MD's wife (if the MD is a man that is; this won't work the other way around) at their home address - that will get things sorted! That's what we do if someone won't pay us their debt!

I can recommend following their kids from home and abducting them.

But then I am in a high security wing.

3mma123

Very rushed letter I have sent to Tesco. With regards to be called a 'Silly B*tch' by a Team Leader - what actions do you think Tesco will take? None?!

Tesco Direct
Customer Services Centre
Baird Avenue
Dundee
DD2 3TN

09.03.2012

REFS:

1st Order: 598***
2nd Order: 5995***


To whom it may concern,

I am writing to seriously complain about the complete lack of service and utter rudeness I have received from your company and employees.

I made my first order and received my bike – this bike was broken as it has snapped off gears! I called customer service and they arranged for a new one to be delivered.

Received the new bike (2nd Order) this too is broken in the exact same place! I called customer services who were so rude to me it was unbelievable! I spoke with a ‘gentleman’ called Dean who told me they couldn’t do anything about it and that I was just ‘unlucky’ to receive a ‘bad batch!’. I told him that this has now ruined two of my planned weekend’s away bike riding. He said there wasn’t a lot they could do now anyway as the order cut off for that day (yesterday) had passed so I would have to call back in the morning. I said that was not good enough as I needed this bike for Saturday. He said he could ‘check for me if he could reorder me another’. I also asked for the next bike to be pre-checked before sending out to me. Dean didn’t call me back so I called back in. I was told that the bike was now out of stock! I was told I could have an £80.00 bike but this wasn’t great. It didn’t have full suspension and was a cheaper bike by £20.00 as the bike I had purchased was on offer and usually retailed at £100.00, plus this wouldn’t get to before Tuesday next week anyway! So I declined.

Dean’s tone whilst talking to me was awful and not one that should be used when dealing with customers. He only worsened my mood and made the situation much worse! I asked to speak with a Manager as I wasn’t happy with this was at all, he replied with ‘well they’re only going to tell you the same thing so what’s the point?’ I said I still wanted to speak to someone like a Manager. He put me through to his ‘Team Leader’ who I told I wasn’t happy with the way I had just been spoken to by a member of her Team, she didn’t apologise but instead stayed silent waiting for me to carry on with my complaint. Lame! She did indeed tell me the same thing as Dean had – I asked her for Head Offices address…. She thought she had put me on hold but she hadn’t and under her breath I heard her say ‘silly !!!!!!...’!!!!

I will not be spoken to or about like that! Especially by a member of staff from such a huge organisation such !!! yourselves!

All I wanted is a bike which was usable for what I needed! I didn’t get that. Instead I get 2 broken bikes, a huge phone bill from calling your customer services non-stop, abuse from members of staff and overall a BIG headache! You as a company failed with providing a service and your customer service team really let you down! I am fuming!

I want this complaint to be taken seriously and for all telephone recordings to be investigated as a Team Leader calling a customer a ‘Silly !!!!!’ is not on! Receiving 2 broken bikes and silly compensation offered is also not on! I have probably run up close to £30 in phone bills on my mobile!

I look forward to hearing your response on this matter in a timely manner.

Regards,
Emma Andrews

Soapn

deary me!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
compensation, vouchers or gift cards?

no1catman

Emma

In reverse order - why didn't you use a land-line cheaper when 'phoning 0845 no's? If you decided not to have one - you can hardly blame others for the cost.

Whilst the call didn't go as it could have done - I don't see 'non-stop abuse'. Yes, she apparently refered to you as a 'silly b*tch', but that's all the abuse.
As for - "iinstead stayed silent waiting for me to carry on with my complaint. Lame! " Better that than interupt you - though yes - an apology would've been appropriate - surprised not given.
Dean, although his tone - may not have been to your liking, explained what could be done about the order Reality is that even though it wasn't the answer you wanted, doesn't mean it was the wrong answer.
However, surprised that no GOGW wasn't mentioned in the circumstances.- yet maybe it was hence your comment about 'silly compensation'!

Homeagain

Timmne wrote: »

I have an idea.... let your daughter deal with it!

And sending an email to Terry Leahy won't exactly get his direct attention.

If you speak to CS in a polite manner you should get on fine.

Please take note of the second half of my signature too.....

Why be so rude? What exactly do you gain from these type of comments?

lincroft1710

Nicolafine wrote: »

Why be so rude? What exactly do you gain from these type of comments?

Did you realise the post you are complaining about is nearly 5 years old.

mattyprice4004

3mma123 wrote: »

Very rushed letter I have sent to Tesco. With regards to be called a 'Silly B*tch' by a Team Leader - what actions do you think Tesco will take? None?!

Tesco Direct
Customer Services Centre
Baird Avenue
Dundee
DD2 3TN

09.03.2012

REFS:

1st Order: 598***
2nd Order: 5995***


To whom it may concern,

I am writing to seriously complain about the complete lack of service and utter rudeness I have received from your company and employees.

I made my first order and received my bike – this bike was broken as it has snapped off gears! I called customer service and they arranged for a new one to be delivered.

Received the new bike (2nd Order) this too is broken in the exact same place! I called customer services who were so rude to me it was unbelievable! I spoke with a ‘gentleman’ called Dean who told me they couldn’t do anything about it and that I was just ‘unlucky’ to receive a ‘bad batch!’. I told him that this has now ruined two of my planned weekend’s away bike riding. He said there wasn’t a lot they could do now anyway as the order cut off for that day (yesterday) had passed so I would have to call back in the morning. I said that was not good enough as I needed this bike for Saturday. He said he could ‘check for me if he could reorder me another’. I also asked for the next bike to be pre-checked before sending out to me. Dean didn’t call me back so I called back in. I was told that the bike was now out of stock! I was told I could have an £80.00 bike but this wasn’t great. It didn’t have full suspension and was a cheaper bike by £20.00 as the bike I had purchased was on offer and usually retailed at £100.00, plus this wouldn’t get to before Tuesday next week anyway! So I declined.

Dean’s tone whilst talking to me was awful and not one that should be used when dealing with customers. He only worsened my mood and made the situation much worse! I asked to speak with a Manager as I wasn’t happy with this was at all, he replied with ‘well they’re only going to tell you the same thing so what’s the point?’ I said I still wanted to speak to someone like a Manager. He put me through to his ‘Team Leader’ who I told I wasn’t happy with the way I had just been spoken to by a member of her Team, she didn’t apologise but instead stayed silent waiting for me to carry on with my complaint. Lame! She did indeed tell me the same thing as Dean had – I asked her for Head Offices address…. She thought she had put me on hold but she hadn’t and under her breath I heard her say ‘silly !!!!!!...’!!!!

I will not be spoken to or about like that! Especially by a member of staff from such a huge organisation such !!! yourselves!

All I wanted is a bike which was usable for what I needed! I didn’t get that. Instead I get 2 broken bikes, a huge phone bill from calling your customer services non-stop, abuse from members of staff and overall a BIG headache! You as a company failed with providing a service and your customer service team really let you down! I am fuming!

I want this complaint to be taken seriously and for all telephone recordings to be investigated as a Team Leader calling a customer a ‘Silly !!!!!’ is not on! Receiving 2 broken bikes and silly compensation offered is also not on! I have probably run up close to £30 in phone bills on my mobile!

I look forward to hearing your response on this matter in a timely manner.

Regards,
Emma Andrews

What monetary losses have you suffered that you deserve compensation for?

Calling a customer support line from a mobile is never a good idea, I doubt they'll reimburse you for that. Should have used a landline.

jazabelle

Not everyone has a landline.

Homeagain

lincroft1710 wrote: »

Did you realise the post you are complaining about is nearly 5 years old.

So what! In any event, the thread is current.

no1catman

jazabelle wrote: »

Not everyone has a landline.

No, but it is their choice, just like those who do have landlines - some choose a tariff that all calls are free, only pay for 0844 & above, or pay for all.
Yet, via a mobile you may be able to use your 'free time'.