Tesco Complaint

Beaky2009

Hi,
I have a problem with my last Tesco groceries online order. placed on the 26/02/15 and was wondering if anyone could help. When I checked the receipt I noticed that Tesco had not deducted any promotional savings I had qualified for. I promptly rang customer services to query it and I was told that the local store was at fault and that I would receive a phone call back to resolve the matter. Ten minutes later I received a phone call from the same customer service lady that I had previously spoke to. She informed me that the systems were down at my local store. She then asked me to go through my entire online shop to inform her of the discounts I should have received in order to obtain a refund. At this point I explained that I did not have the time or inclination to do so. As a result the lady became quite rude and said how was she meant to give a refund if I couldn't tell her what promotions I qualified for. I pointed out to her that she had my receipt and would be able to go online and check the promotions that I would be entitled to. As a result of her rudeness I ended the call by asking her to get a manager to call me. The discrepancy in money value is only £8.53 but I feel very annoyed at the response from Tesco plus I am still waiting for a manager to call. I am reluctant to phone again as I do not want to be upset again by rude Tesco employees. If anyone could give advice on what my next step should be I would very much appreciate it.

sarah1972

Beaky2009 wrote: »

Hi,
I have a problem with my last Tesco groceries online order. placed on the 26/02/15 and was wondering if anyone could help. When I checked the receipt I noticed that Tesco had not deducted any promotional savings I had qualified for. I promptly rang customer services to query it and I was told that the local store was at fault and that I would receive a phone call back to resolve the matter. Ten minutes later I received a phone call from the same customer service lady that I had previously spoke to. She informed me that the systems were down at my local store. She then asked me to go through my entire online shop to inform her of the discounts I should have received in order to obtain a refund. At this point I explained that I did not have the time or inclination to do so. As a result the lady became quite rude and said how was she meant to give a refund if I couldn't tell her what promotions I qualified for. I pointed out to her that she had my receipt and would be able to go online and check the promotions that I would be entitled to. As a result of her rudeness I ended the call by asking her to get a manager to call me. The discrepancy in money value is only £8.53 but I feel very annoyed at the response from Tesco plus I am still waiting for a manager to call. I am reluctant to phone again as I do not want to be upset again by rude Tesco employees. If anyone could give advice on what my next step should be I would very much appreciate it.

You have obviously already worked it out if you know that you are owed £8.53 so just call them back and tell them that and then wait for your refund.

Beaky2009

I told them the price discrepancy in the first call but that didn't result in a refund. I was looking more for advice on how to proceed and whether or not it was reasonable of Tesco to expect me to spend my time correcting their mistake but thank you anyways.

sarah1972

Beaky2009 wrote: »

I told them the price discrepancy in the first call but that didn't result in a refund. I was looking more for advice on how to proceed and whether or not it was reasonable of Tesco to expect me to spend my time correcting their mistake but thank you anyways.

Whether it is reasonable for them to expect you to spend your time telling them where the errors are doesn't really matter as unless you do, you won't get a refund, its a genuine mistake if your stores system was down so they are just asking you what the errors are.

The only way you will get a refund is by calling them back and telling them where the errors are and accepting your refund and more than likely a gesture of goodwill aswell in the form of an e voucher for your next shop.

jon81uk

Doesn't sound like she was rude to me, if you can't tell them why you should get a refund, how are you meant to get it? If you can say X product was boy one get one free so I am owed £2 and X was on offer owing me £1 etc then they can simply refund the amount. Be nice to them, state what you want eg. your savings should have been £8.53, so can I get £10 voucher to make up for the error & the inconvenience.

alanq

On the two occasions when this happened to me I simply stated that for order x I had been overcharged £x.xx because none of the multi-buy discounts and evouchers had been applied. A refund for the correct amount was promptly sent.

Nada666

Do you not get double-the-difference for on-line orders?

Stevie_Palimo

I'd sue them for this as this is a liberty take and think of the time and effort put in so far to get your discount sorted, A no win no fee Solicitor will jump at the chance to take your case.

no1catman

Yes, I agree with others here - call GHS back again - extremely unlikely you'll speak to the same person,
By all means mention, you spoke to someone earlier - but that you would like some resolution ..... then say about 'promotions' not accepted.
They are likely to ask which promotions (seems reasonable), to be able then to see that you should have qualified for or not.


Be aware though, if there are more than one GHS account at the address, codes are account specific. And GHS do get calls about BOGOF - 'but you've only ordered one!' 'well, yes, it's BOGOF' 'then you needed to order two'.

sarah1972

Nada666 wrote: »

Do you not get double-the-difference for on-line orders?

no, unfortunately

pinkshoes

Beaky2009 wrote: »

Ten minutes later I received a phone call from the same customer service lady that I had previously spoke to. She informed me that the systems were down at my local store. She then asked me to go through my entire online shop to inform her of the discounts I should have received in order to obtain a refund.

So Tesco dealt with your complaint, investigated it, phoned you back when they said they would, then asked you nicely to highlight where the discount should have been.

If you didn't have time, then why not just ask to phone back when you did have time to go through it?

Sounds to me like Tesco did OK. Have you ever tried to deal with ASDA?????