Tesco Online Banned me for complaining!!

hate-banks

A few weeks back, a completely angry and rude driver refused to help with taking the bags out of their green crates (there were 3 stacked up and I couldn't access the top one, it
was too high and I have problems with my arms which prevents me from reaching out).

When I asked nicely for some help he said it wasn't his job to take anything out of the crates and if I didn't hurry up he would take everything back to the store! I couldn't believe my ears. So I told him to take everything back to the store indeed and that I would make a formal complaint against him.

I did make the complaint to the Customer Service and asked for the store to call me back, but no one from the store called me back... ever! I called many times, tried to call the store directly, but I never got anything back. The store just didn't care at all. 

Now, they have cancelled my last order, saying that I was rude to their driver and that I would be banned permanently from ordering online! Not only, their driver lied, but they have refused to hear my side of the story and I have NEVER had any issues before with Tesco (or any other company)... Unbelieavable. 

I've seen on internet that I'm not the only one in this situation! I have complained to their headquarters who said they can't change the store decisions and will not help! 
Seriously??? How disgusting is this??? 

I know they are a private company, but is there anything I can do about it? I mean, the accusations are diffamation and they refuse to refund my delivery saver! I paid until Feb 2021. 

Thnx

Were_Doomed

Defamation.

Unless they've expressed such defamatory comments in a public arena (letters/emails/calls just to you don't count) then you have no defamation claim, sorry. Also, you telling other people about such comments also does not make them defamatory/provide a path to a claim, as it would be you sharing the comments not them.

KatrinaWaves

Tesco are free to choose who they sell to 

MalMonroe

KatrinaWaves said:

Tesco are free to choose who they sell to 

How is that helpful to a very upset OP?

Mickey666

Did the OP ask the driver to move the top crate to the ground?  No need for driver to touch the goods.

hate-banks

Mickey666 said:

Did the OP ask the driver to move the top crate to the ground?  No need for driver to touch the goods.

I don't know what OP mean. If it's me you're talking about, then yes, I did. He refused, threatened me to take the good back if I didn't reach to the top crate myself, I refused and told him he could take everything back, then he complained about me and I got banned for life! 

MalMonroe

I'm sorry that not only have you had that horrible experience but also people responding on here are not only extremely unsympathetic but are also correcting your grammar. (Why have you thanked them? They haven't been helpful!)

My daughter and I had a very similar experience with Tesco. Rude drivers who said 'it wasn't their job' to help customers, when Tesco ads on TV were saying that's exactly what their jobs were.

I think you need to write a proper formal complaint letter to Tesco. The following link gives you all the information you need, even the details for the Ombudsman should Tesco choose to ignore you.

https://!!!!!!/373ucnY

Tesco CAN indeed intervene when staff in one of their stores behave unreasonably. 
If they don't take your complaint seriously, please do complain to the Ombudsman.

Tesco delivery drivers had my daughter in tears on more than on occasion and when we complained we did receive some vouchers but we decided we didn't want to use Tesco any more since they were not willing to help vulnerable customers who needed help with deliveries.

We now shop at Sainsbury's online. It's a bit more expensive but delivery drivers aren't rude and if they (occasionally) appear to want us to unload crates ourselves we only have to ask them to do it for us and they do, without offence and with no grumbling. There are other supermarkets out there, you don't have to suffer with idiots at Tesco but I definitely would pursue your complaint and most definitely pursue a refund for your delivery saver. These days that old saying 'the customer is always right even when they're wrong' appears to have gone completely out of the window. You deserve compensation, and of course your delivery charge refund.

hybernia

MalMonroe said:

KatrinaWaves said:

Tesco are free to choose who they sell to 

How is that helpful to a very upset OP?

Good question. It's not helpful at all, just a contribution from someone with nothing better to do to than come on this thread and enjoy the sight of their username coupled to a pompous statement of the bleedin' obvious.

As with any and all he-said-she-said situations that crop up on here, it's difficult for other MSERs to know what to say. Clearly, a situation has rapidly blown up from what may've been a minor misunderstanding into a major row. As we haven't seen the OP's letter of complaint, there's no way of knowing if, intentionally or unintentionally, it contained a provocative or incendiary element sufficient to make the company conclude it's better off without the OP's custom (hence the ban).

We're not privy to any written answers from Tesco, either, so no help there.

Sadly, it now seems too late to advise on a more conciliatory path, beginning with asking Tesco to clarify the current home delivery 'rules' compared to 'click n collect': in the latter process, governed as it is by sensible COVID19 precautions, Tesco customers must remain in their vehicle while Tesco staff unload the boxes and place the bags in the vehicle's boot.

Quite why it seems a Tesco home delivery driver is not, by contrast, supposed to even touch a box or bag is bewildering.

But seeing how inflamed the situation has become it's more than likely too late to address the problem from an angle more oblique than that of a robust complaint.

Browntoa

There is always 2 sides to every story . We've heard yours and not the drivers.

Ringing local store was pointless , online shopping is fine in anonymous "dark stores" on industrial estates and not your local Tesco.

You should have told Tesco if you have mobility problems , the drivers then have instructions to help ( subject to covid safeguarding restrictions ) 

hate-banks

Thanks @MalMonroe. The link you've shared is for Tesco Mobile only, not Tesco Online (Tesco Home Shopping). 
Apparently, I have contacted the highest point of escalation already, being their ceo.customerservice@tesco.com email address and they keep saying "we have zero tolerance for being rude to our colleagues" and keep ignoring that the driver is just lying.

They have no proof whatsoever that the driver is telling the truth, I have never had any trouble in the past 10 years I have been shopping with them and they refuse to speak to me to get my version of the story, they're just accusing me and banning me for life! How disgusting are these people???  

baza52

3 crates high would be about 2 feet high. I cant see how you could not reach the top one but could manage to remove shopping from a bottom one.