Tesco Complaints: Here is the email you need to contact them . . .

Milster

ceo.customerservice@tesco.com

The C.E.O. himself shall not reply, but a senior underling will. Now I've made this public, how long this will be available is anyone's guess.

This took over an hour to find: it's not online, they don't list it in the Tesco help/customer service section, it was only revealed to me after obtaining a telephone number and interrogating every single 'menu' option, until, finally, surprisingly, the system offered to put me through to a real person.

I learn from Tesco that there has not been a customer service contact email since 2021; they undertook research and found (they say) that customers wanted 'instant, 'in the moment' (their words) answers, not 'days', and so it was concluded social media/apps were the way forward; it also means those who preferred email, or did not wish to have to download an app, sign up, on various social media  (Tesco admitted this) were ignored. I bear this in mind after receiving reassurance from Tesco that cash as payment will be kept . . .

MyRealNameToo

Milster said:

The C.E.O. himself shall not reply, but a senior underling will. Now I've made this public, how long this will be available is anyone's guess.

Its unlikely to be a senior underling... in the vast majority of places I've worked (inc in the executive complaints team of two firms) the cases are just passed to a complaint handler but just one of the more experienced ones... basically equivalent to a team leader in the contact centre. In some places the team manager would review the responses before they went in others they went straight out like the rest of them. In one place it was signed by the COO but that was a digital signature I added when dealing with an exec complaint and in no way an indication he'd ever looked at it.

There was a single place where the exec complaints team was higher but that was mainly because of the complex subject matter and them mainly being actuaries... you can't pay someone who's done 6-9 years of study to qualify just a little above minimum wage when you're using their technical skills. 

Given the nature of what Tesco sells and given they already call their call centre agents Customer Service Managers (so that in store CSAs can escalate to them despite being on the same pay and grade) I'd be highly surprised if anyone in the upper eschelons sees it let alone responds unless you really have found a major problem (which 99.99% of complaints to execs arent)

Milster

Thanks for the information. My comment about 'senior underling' was meant to be taken tongue-in-cheek, i.e. an underling with a Grand Poobah title (and I note I omitted to include the word 'probably'); it turns out I wasn't far off the mark, it's 'Customer Service Specialist on behalf of the Executive’s Office'. Goodness, that a large badge's worth right there. He was very good, actually.

born_again

Given Tesco are not in a regulated trade. They do not have to have a complaints procedure.
CEO email address will not be read by CEO, at best their PA will monitor it, or it could be filtered so anything with complaint in it just goes to that team.