Tesco email address for complaints

Brie

I wrote to Tesco to complain about a product using the email address I found on line - customer.services@tesco.co.uk - but I got an immediate bounce back.  So I went on to facebook and said I had a complaint and wanted to know how to log it.  No response after a week.

I then emailed again to dave.lewis@uk.tesco.com but after more than a week there's not even an automated response.

So the question is - is there a way to complain other than to actually go into a store?

Olinda99

you could call them and ask ?

[Deleted User]

You put an erroneous s on customer.service@tesco.co.uk, which will be why your email bounced back.

There are also phone numbers and postal addresses for contact depending on which part of Tesco your complaint is about.

https://www.tesco.com/help/contact/

Brie

Thanks - I was sending the emails after hours so the phone line wasn't opened.

And the email address with the S was the one on the website 

Tesco complaints contacts. Visit Customer Services. Call Customer Services on 0800 505555. Email Customer Services on customer.services@tesco.co.uk. Email David Lewis (CEO) on dave.lewis@uk.tesco.com.

Brie

And having tried the one suggested without the S I've got an auto response saying the email address isn't monitored so won't be receiving a reply!!!

jon81uk

Did you buy in-store? In which case go in store and ask for the manager.
If you aren't happy with their response ask for their manager or contact details for them to escalate the complaint.

Otherwise use the phone numbers here Contact Us | Help & Support | Tesco UK
If you aren't happy then ask the phone operator how to escalate the complaint.

There is also details on how to contact via WhatsApp on that page if you prefer it.

Brie

Yes bought in store.  I didn't want to go back to the store as I have nothing to take with me at this point although I do have some photos of the packaging.  And I don't WhatsApp so that's out.  Likely I'll try ringing them when I've a chance.

fyi - The issue was with their fresh baked cookies.  The normal ones not the Finest ones.  £1.  And they used to be great and you used to get 5.  That's been reduced to 4 (cost cutting obviously).  But the last few times I've bought them I haven't got 4, I got 3 1/2.  And the latest pack looks like one of them either had a bite taken out of it or the one cookie had been broken in such a way to suggest a bite.  And their no longer soft and chewy but rock solid, like they would be if they were either massively over baked or stale.  And there's no longer a butter taste but something approaching rancid oil.  So just cheap and nasty all round as well as major quality issues.

eskbanker

I've used Twitter direct messaging with them (@Tesco) on a few occasions with click'n'collect issues, which has resulted in swift resolution each time.

Brie said:

And the email address with the S was the one on the website 

Tesco complaints contacts. Visit Customer Services. Call Customer Services on 0800 505555. Email Customer Services on customer.services@tesco.co.uk. Email David Lewis (CEO) on dave.lewis@uk.tesco.com.

That information is out of date and therefore that website is unreliable - Dave Lewis left the CEO role in 2020....

jon81uk

Brie said:

Yes bought in store.  I didn't want to go back to the store as I have nothing to take with me at this point although I do have some photos of the packaging.  And I don't WhatsApp so that's out.  Likely I'll try ringing them when I've a chance.

fyi - The issue was with their fresh baked cookies.  The normal ones not the Finest ones.  £1.  And they used to be great and you used to get 5.  That's been reduced to 4 (cost cutting obviously).  But the last few times I've bought them I haven't got 4, I got 3 1/2.  And the latest pack looks like one of them either had a bite taken out of it or the one cookie had been broken in such a way to suggest a bite.  And their no longer soft and chewy but rock solid, like they would be if they were either massively over baked or stale.  And there's no longer a butter taste but something approaching rancid oil.  So just cheap and nasty all round as well as major quality issues.

If it looked like a bite was taken out then should have saved it to return to store. 

You aren’t really going to get anything without the item being there to show the manager your complaint.

Brie

jon81uk said:

If it looked like a bite was taken out then should have saved it to return to store. 

You aren’t really going to get anything without the item being there to show the manager your complaint.

Au contraire!  I gave in and rang them on the number suggested and got through after a minute or two of "press 1 for" options. Nice chat, I explained the issue, Amanda on the line expressed shock and surprise at the the problem at the right points and then sent me an ecard for £10.  So that's ok then.  

jon81uk

Brie said:

jon81uk said:

If it looked like a bite was taken out then should have saved it to return to store. 

You aren’t really going to get anything without the item being there to show the manager your complaint.

Au contraire!  I gave in and rang them on the number suggested and got through after a minute or two of "press 1 for" options. Nice chat, I explained the issue, Amanda on the line expressed shock and surprise at the the problem at the right points and then sent me an ecard for £10.  So that's ok then.  

Thats a great result then!

I'm not convinced that the quality of the cookies will improve (might be better raising that instore) but getting a voucher is still pretty good.