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

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  • chardonnay_2
    chardonnay_2 Posts: 2,201 Forumite
    1,000 Posts Combo Breaker
    thanks ben500 and bluep and all others who have offered advice. joanne did phone back but my fiance was out. i explained he had sent an email with some questions he wanted answering and some other issues. she then promised to search for the email and get back to us. we shall give her a few days to give us a response. meanwhile, i will discuss with my fiance what our next step is and what we really want the outcome to be.

    trouble is both myself and fiance don't keep well and don't deal very well with stress. hopefully it will all be sorted soon. i will update when we hear anything.
    :love: married to the man of my dreams! 9-08-09:love:
  • bylromarha
    bylromarha Posts: 10,085 Forumite
    I've been Money Tipped!
    Sounds like a good way forward...said it before but I really do think you should ask for clubcard points instead of cash if there is anything that you fancy from their deals brochure.

    Maybe if you do the calm professional thing that bluep suggests, that will lessen the stress?

    Keep us posted.
    Who made hogs and dogs and frogs?
  • valiant23
    valiant23 Posts: 224 Forumite
    This is off-topic (slightly), but I had my first student job at Tesco. I still remember the induction training and the focus was "Customer pays your wages" and similar ethics.

    At the time the major supermarkets weren't in an aggressive price war like nowadays, and the message was along the lines of "... most supermarkets have similar pricing, so it is the service customers receive in-store that will help them decide whether to return or not...".

    This must've left an impression on me as the service I receive is very important.

    chardonnay

    You have had a traumatic experience, but I hope you can see this situation throught to its proper conclusion. I think the benefit of involving 'professionals' would eliminate some of the stress involved. It would also let Tesco know you mean business. A few thoughts on the benefits.

    Police

    OK, you'd have to go through the somewhat time consuming process of giving statements, but as soon as the complaint is made that would mean any cctv footage would immediately become evidence IMO. Plus, it was an assault. I remember we weren't allowed to touch even shoplifters when they'd left the store, but try to herd them back voluntarily. Other benefits may include an award from the Criminal Injuries people (technical term). It would also help in any civil action if the assailant was found guilty of any offence (I think).

    Lawyers

    They will take a lot of the stress out of the situation, if you get a competent one. It will enable you to close any debates you may find yourself losing control of, by ending the conversation with"... please direct these issues to my lawyer at...." and put the phone down. Although in such a cut and dried case (IMO) it's not likely to happen, but it is 'more power to your elbow'.

    Local/National press

    Speak to them regarding a 'possible' story ('possible' due to legal implications), and you should get some idea of the pressure you can exert in dealings with Tesco. You'll have more confidence in getting the most out of a situation, if you know the value of the bad publicity to Tesco.

    Once you have as much 'weaponry' as possible re-enter dialogue with Tesco regarding compensation etc., another possible avenue of complaint may be Tescos PR Dept. at HO.

    I would also suggest if you have to communicate with the store, any correspondence is also sent to the relevant Dept's at HO, and vice versa. Get printed copies of all e-mails, and send any letters recorded delivery.

    The letter you received from the Deputy Mgr. is pure gold, as I think it constitutes an admission of guilt.

    Lastly, I think it is the nature of these forums' to encourage revenge/vengeance against the 'big boys'. I myself have no problem with that at all, and enjoy sticking up for my rights. However, I want to say good luck, and if you decide to put it behind you and get on with your life, then I for one wouldn't blame you.

    You can spend your time alone re digesting past regrets,
    Or you can come to terms and realize you're the only one who can forgive yourself.
    Makes much more sense to live in the present tense.
    (Pearl Jam - Present Tense)
  • Dormouse
    Dormouse Posts: 5,617 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    I've only just caught up with this thread again, and just wanted to say good luck to Chardonnay. It must be so frustrating, this thing dragging on for so long, how annoying! (AND I can't believe they didn't even refund you the £32!!!) Hopefully it won't be too much longer until this gets sorted (I know what you mean about dealing with stress). :)

    Keep us updated.
  • suekjw
    suekjw Posts: 866 Forumite
    Part of the Furniture 500 Posts Combo Breaker
    I'm very late to this topic, but just wanted to send Chardonnay some more support - you've had planty from the posts I've read though. Any news? I am so shocked that you could be treated like this - I agree wth various posters
    that you should contact the press - I reckon they would have a quicker reaction than the police!

    Sue
  • CostCutter
    CostCutter Posts: 343 Forumite
    chardonnay wrote:
    thanks, will discuss with my fiance what we should do next. they are still selling them at the wrong price in our local store. fiance bought one and got it refunded by very helpful member of staff in our local store and sent a copy of the receipt to ceo just to prove a point. think i will email tesco tomorrow and ask if they are in receipt of our 2nd complaint letter.

    What a shocking thing to happen to you & your fiance chardonnay, If I had been behind you in the queue I would have had something to say I'm sure!

    I'm no expert but I would have thought Trading Standards would be interested in your story particulary as Tesco are STILL selling the item at the incorrect price and you have the new receipt to prove it, not to mention what you both had to go through.
    After all isn't that why Tesco offer the total refund & product in the first place so that they don't get into trouble with trading standards?? - As I say I'm not an expert :0)

    I suspect the reason the 'Apology Letter' from the store was signed by the Deputy Manager and not the Store Manager was because he had already been removed from his postion - or at least he should have been!!!
    I know if I were to treat a CUSTOMER in this way I would be insantly dismissed!!
  • langsmith
    langsmith Posts: 82 Forumite
    Part of the Furniture Combo Breaker
    chardonnay wrote:
    today we have received another letter from joanne leith, customer services executive. she wrote to say she was disappointed the store hadn't been in touch and confirmed that a letter had been sent on the 7th of july (which we received yesterday).she hoped the letter from the store offered a satisfactory response to our complaint! she then said to contact the senior management team at the store if i wanted to discuss matters further!

    i'm sorry but i've lost all confidence in tesco and their customer services, especially the senior management team at the store. guess who is going to be bombarded with emails today?!

    Chardonnay, you should really ask what the Board are going to do about it. Are they prepared to except this as normal practice in their stores?

    They should advise as to whether action has been taken against the offender. At store level. you will not get much joy. Threaten them with the Sun :D or NoW :rotfl:
  • Bossyboots
    Bossyboots Posts: 6,757 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    langsmith wrote:
    Chardonnay, you should really ask what the Board are going to do about it. Are they prepared to except this as normal practice in their stores?

    They should advise as to whether action has been taken against the offender. At store level. you will not get much joy. Threaten them with the Sun :D or NoW :rotfl:


    Actually, they should not tell the OP whether action has been taken against the staff member as that is an internal disciplinary matter, the result of which is confidential.
  • katiepops_2
    katiepops_2 Posts: 359 Forumite
    Bossyboots wrote:
    Actually, they should not tell the OP whether action has been taken against the staff member as that is an internal disciplinary matter, the result of which is confidential.

    But there's nothing to stop her getting someone else to ring the store and ask for the name of the manager ... to see if he's still there or not.

    Unfortunately I now have the urge to go to Tesco and do some shopping ...

    Kate
  • ben500
    ben500 Posts: 23,192 Forumite
    If the manager has been replaced it will become abundantly clear over the next couple of weeks as the new manager will be keen to get the old one's photograph on the "These are our lovely staff" board replaced with his own and spend at least a month strutting around the store daily smiling at customers and making his or her presence felt with his new set of slaves.
    Four guns yet only one trigger prepare for a volley.


    Together we can make a difference.
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