Vent at Tesco. Shocking service and no way to complain.

452 Posts

A few days ago hubby went to Tesco to get some electrical items for me for Christmas. He is disabled and always goes there at Christmas because its not too far for him to travel and he can use the instore mobility scooters.
Every scooter (10) was marked as 'unable to be used'. When he queried it at the customer service desk he was told they were all unsafe. He asked if it was due to Covid because it would mean cleaning after every use but was told this was not the cause. They apparently all had a fault.
He asked if there was anyone who could assist with his shopping as they do advertise this help is available but was told 'No sorry'. When he asked how he was supposef to be able to shop the assistant was quite rude and said 'Dont ask me'.
He left without being able to make his purchases. When he retuned home I rang the Customer Services number to ask the reason the scooters were all unavailable and there was no assistance offered. I was told by the gentleman I spoke to that it should not have been the case and that he would call the store and 'Ring you back shortly'.
Rang again yesterday to say I had had no return call and was told 'We will look into it and call you back within the hour'.
Still no call back from either customer services assistant. So this morning I emailed the Customer Services department, as advised to do on the Tesco website only to get an automated reply saying the email is no longer monitored and referring me to the 'Frequently asked questions' which advise you email the unmonitored email address or to contact the customer service department!
So there is no way to actually complain to Tesco.
Every scooter (10) was marked as 'unable to be used'. When he queried it at the customer service desk he was told they were all unsafe. He asked if it was due to Covid because it would mean cleaning after every use but was told this was not the cause. They apparently all had a fault.
He asked if there was anyone who could assist with his shopping as they do advertise this help is available but was told 'No sorry'. When he asked how he was supposef to be able to shop the assistant was quite rude and said 'Dont ask me'.
He left without being able to make his purchases. When he retuned home I rang the Customer Services number to ask the reason the scooters were all unavailable and there was no assistance offered. I was told by the gentleman I spoke to that it should not have been the case and that he would call the store and 'Ring you back shortly'.
Rang again yesterday to say I had had no return call and was told 'We will look into it and call you back within the hour'.
Still no call back from either customer services assistant. So this morning I emailed the Customer Services department, as advised to do on the Tesco website only to get an automated reply saying the email is no longer monitored and referring me to the 'Frequently asked questions' which advise you email the unmonitored email address or to contact the customer service department!
So there is no way to actually complain to Tesco.
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Donald Trump, Press Conference, February 16, 2017
I know they're very active on Twitter, if you use that or are willing to make an account, that may be a way forward.
https://www.google.com/search?q=disabled+organistions+in+uk&oq=disabled+organistions+in+uk&aqs=chrome..69i57j0i22i30.9128j1j7&sourceid=chrome&ie=UTF-8
Donald Trump, Press Conference, February 16, 2017
I have been lucky over the years and needed to complain rarely to supermarkets. I complained once to Tesco by email about a product. They sent a standard “sorry to hear you are disappointed about this product” but didn’t even offer to refund the purchase price. I see they no longer give an email address. Waitrose once responded within 2 hours and refunded us twice the value. Morrison’s said they would send me a £3 gift card but it “never arrived” so they sent another which “never arrived”. I gave up in the end. M & S refunded the full price immediately. Not bad in 25 years.
I hope you can get some resolution and please keep us updated.