Treatment at Tesco (split from the Tesco misprices thread in Grabbit)

Addy

Please keep us up to date with any progress on this Chardonnay. Did you try for any CCTV footage?

It's such an outrageous situation, you have to wonder if the manager in question was having some kind of breakdown Nothing bar nothing excuses that behaviour.

Hope you get some kind of justice out of this, if only for your own satisfaction.

chardonnay_2

will do. to be honest we wondered that at the time as he looked quite tearful at the end. it makes you wonder if staff are told to try and not follow this policy, or if the get hassle for doing refunds.

cookiemonster25

chardonnay wrote:

mainly because i can't drive and just afterwards my fiance had a severe allergic reaction which made him really ill for days. he has only just started to feel better. to be honest it didn't occur to us to do it at the time as we were so shocked by what had went on. we have photos of his hand just after the attack.

Chardonnay, are you sur this reaction was not stress induced? I would get your partner to see his gp this week (if he has not already) and explain the situation at least then it will be doccumented. Reasonably often people who are prone to allergic reactions can suffer similar symptoms if they are exposed to extream stress. I would get it checked out

Bossyboots

I somehow missed the post about the allergic reaction.

I agree with cookiemonster25 that this could well have been induced by the incident in Tesco and it needs to be documented by the GP.

johanne

just thought id add to this...as i am a tesco employee.. i am appalled at the behaviour of this manager! I am *hopefully* going to be training to be a manager in the next couple of months and would never even think about raising my voice to a customer never mind assaulting them!

Just a note about the CCTV footage.. in OUR store (which is about 2 1/2 years old) we have such a good CCTV system you can use the cameras to see the actual writing on a tin/box in someones trolley and we were told every inch of our store is covered there are no blind spots. I can imagine customer services is definetly covered (ironically in this case to protect the staff) even if that stores system isnt as good as ours. So please demand they save the footage and follow this through to the highest level.

I just wanna apologise aswell on behalf of that idiot.. please dont let it put you off Tesco completely.. were not all that bad!

Poppy9

It doesn't matter how good the CCTV is if they recycle tapes you have to be quick. A lot of stores recycle every other tape so only have last 3 to max of 6 hours available.

chardonnay_2

hi just a quick update. my fiance tried to contact the tesco executive who is dealing with the complaint today but she was not available. she did not return his call. he will be phoning again tomorrow as he is getting quite annoyed about the length of time this is taking. they still have not even refunded the initial £32 we are owed.

re the police - not sure if fiance will report it as some time has elapsed since the incident and the only proof we have is the photos of his hand, although hopefully it is on the cctv tapes.

re the infection - i had considered this might have caused it or worsened it. will get fiance to mention it to doctor next time he goes.

thanks for all the messages of support and advice.

i will keep you posted.

ben500

Penarth Marina site tonight overcharged for two items got the "our policy has changed refund only" patter from supervisor at customer services with manager right alongside at time, after a few moments of enlightenment I received my "refund and replace" manager tried to infer I had upset supervisor (actually she was fuming at the fact that I was right and she had to cough up) by standing my ground and (advising her to read the wording of the policy from the board she pointed out to me) I could see what was coming and bluntly pointed out to him that, had he ensured his staff were knowledgable and compliant with their own policy no discussion would have taken place as I would have left the store once receiving my refund, yet another incident where supervision and managent were using recent policy change to account for double scanning and underpriced items to avoid refund and replace.
I will be calling their head office because I know how common this practice is and how often customers are intimidated by the your upsetting the staff line, this is again often used to deal with customers who stand their ground in order to avoid a simple "very sorry I got it wrong" statement.

Just to re-iterate the Tesco policy it states "If you are charged more than stated on the shelf label or the product label we will refund your money and you can keep the product" anybody in any doubts simply check the customer service counter as each store has it clearly displayed and don't be afraid to get them to read it back to you even if it is just to hear their voice drop as they get to the relevant paragraph!

This resulted in a further saving of £2.68 off a shop of £27.00 using £14.00 of coupons and buying 15 copies of Best with £8 of usable coupons inside.

Profit on this shop totalled £129.32 just for turning up and educating their staff for them again!!

I'm sure you can all understand this is not a service I could provide Tesco with for free!

ben500

Just to give a little clearer picture on the above at the moment the assistant realised she was wrong and I was right her attitude switched from arrogant to resentfull, she then proceeded to explain to me my misunderstanding of her misunderstanding (I was wrong about her misinteprating the policy despite her clear and resolute statement "no refund and replace anymore")again referring to recent changes in refund and replace policy, throughout the conversation I remained calm and spoke to her in monotones (I've been here many many times before and know exactly how people who speak up are dealt with) the so called duty manager was present throughout the conversation and could cleary see my manner was neither aggressive nor animated and I was at all times calm but resolute, he KNEW full well that if his supervisor was upset it was NOT because of anything I said or did, he was simply trying to bait me into defending my actions and bringing about a situation where he could introduce the security personel and inflame the situation in order that he could eject me from the store, this happens time and time again and most people will either blow off and play into their hands or bid a hasty retreat as they see the situation slowly getting out of hand for fear of such an incident, these actions are not accidental they are survival instincts if you understand them you can counter them, ALWAYS remain calm, NEVER raise your voice or use expletives to demonstrate your case, do not become animated (don't point down isles to emphasie your case or at individuals this when viewed on silent video appears very threatening and staff will use it against you) REMEMBER these people are in damage limitation mode and if that means turning you into a victim a second time then so be it, your arguement is lost if you play into their hands and become excited enough for them to introduce security staff to the situation as head office will always stand by them if they feel you were intimidating or aggressive (and quite rightly so), so long as you are right ie you have been charged more than the product price tag or shelf label, you will succeed without even raising your voice it just takes a little longer that's all.


Should you hear such words as "I don't like your tone of voice" "there is no need for that kind of attitude" "Please calm down" or "your upsetting/have upset staff" take these as the warning signs they are!! this person is as stating above instinctively trying to survive the situation he has chosen fight as opposed to flight and will not help you beyond this point, ask to speak to a senior member of staff or request head office details the latter they are required by law to provide, unless you are well versed in dealing with such situation and completely in control of your emotions you will end up being seen as the aggressor when this type of person has finished with you!

My god don't I rant!

The duty manager by the way couldn't explain to me why during the ten minutes or so I discussed the refund and replace policy with his supervisor he didn't speak up himself to point out the correct procedure or identify himself as duty manager!!

penrith

This is kinda off topic (so apologies) but also on topic as it's about Tescos. I bought a winter coat (£60) in december. It's been faulty for ages now but only got round to taking it back 3 weeks ago. The fault is obvious, even the customer service person acknowledged it was faulty. I couldn't find my receipt but i know it was £60. I took it back without the receipt anyway as it was faulty. They put the code number from the washing instructions label into the computer at customer services and they said they had reduced it from £60 to £24 when they sold all their winter range off and therefore they'd let me have £24 worth of other clothes. I said i had not bought it in the sale, i had paid full price -£60 so i was not going to accept £24 in other goods. I said i actually wanted a replacement coat but since they couldn't simply replace the item for me then I would accept £60 in other clothes as this is what i had paid for the coat. They absolutely point blankly refused and stated that their policy is that if you haven;t got a receipt then you get what the product scans up at the till for. I said i can understand this when it's good people bring back because they have "changed their mind", but this is FAULTY. I know i definitely paid £60 but i can;t prove i paid £60 as i haven;t got my receipt anymore. The coat is definitely from the winter 2004 range, so they know it isn't more than 6 months old. This i have pointed out to them.

E-mailed head office, they spouted the same off to me about not having a receipt so you get what the till scans it for blah blah bah so you can have £24. I feel rather cheesed off.

Are they right or am I right? If i'm right, how can i tackle this? I have written back to head office saying i am not happy at their response, reiterated my gripe and restated that i want a replacement ideally and if they can't replace it then that's not my fault and they should therefore offer me £60 in other goods which i would be willing to accept under the circumstance.