TESCO.COM - Very little Customer Service

Weyres

deleted....

aliasojo

What a shame Weyres, you're having a good time are you? I sympathise....it's a pain when things don't go as just simple and straightforward as they should.

I think perhaps Tesco systems have had a hiccup somewhere as our new Egg card (chip'n'pin) was declined in Tesco too when we knew there was no reason why (as confirmed by Egg). A friend had a similar problem around the same time, as did a family member which seems a little coincidental.

Playing Devil's Advocate for a moment............I think that you might have jumped the gun with cancelling your cards, although I appreciate you were only being security conscious. I think I would have been more inclined to call the store again and tell them you required an answer urgently or they would be held responsible for any issues that arose though their slowness in dealing with the situation.

I have had issues with the Tesco site for a long time now, although with the financial product side of things. I think they could definitely implement better systems, but I suppose the cost to them would be prohibitive.

I remember now why shopping in person and using cash used to be good, lol.

aliasojo

Ok.......you're paranoid. Lol!

Frustrating turn of events nonetheless though.

henhog

When I had problems with the Contact Lens service, as I reported on another thread, the response was "We'll call you back." No call back. I rang again two hours later. "Everyone's gone home". When I told them I thought their whole customer service thing left a lot to be desired I was told, "Yes, but the lenses are cheap."
Was actually told it was policy that, if when they try to ring your optician for your contact lens presciption, the phone isn't answered first time, you need to re submit your order!
Whilst looking at the site, however, one good thing happened - OH saw they had Bifocal contact lenses, hadn't heard of them before. Showed it to village optician today who actually price matched Tesco and he gives one hundred percent customer care. Nice to think local business can compete with the big boyssometimes.

johnllew

In my experience Tesco customer service is second to none - have always had any problem solved without fuss. Can't fault them and will continue to shop there.

webmasterpolo

I've used Tesco online before, and I've had problems and had to email and telephone their help line. I've waited days for email replies and had telephone operators hang up the phone on me after they couldn't trace my order using my address.

I've even complained to the floor manager of the call centre and had her trace the call, however with a stroke of luck for the agent concerned their recording system was down on the day in question (I wonder if the agents were aware of this...).

I won't be shopping with them again.

Try using price comparison sites like pricerunner.com and kelkoo.com to find alternative online retailers, also make sure you are using your greasypalm / rpoints / mutualpoints account to buy the goods through if the merchant you have chosen is on their lists. Oh and of course use your cashback credit card.

Your only recourse over this mess would be to send printed copies of all correspondance to thier head office, highlighting the security concerns and resulting cancellation of your order. If you are lucky someone will scan read your letter and send you a £10 voucher, I doubt whatever they give you will be enough for the inconvience they have caused you, but at least you should be able to buy some stuff from a store as you pass.

penrith

webmasterpolo wrote:

I've used Tesco online before, and I've had problems and had to email and telephone their help line. I've waited days for email replies and had telephone operators hang up the phone on me after they couldn't trace my order using my address.
through if the merchant you have chosen is on their lists. Oh and of course use your cashback credit card.

I got an e-mail from tesco online in response to my query. They said they'd send me a full reply with 48 hours. 9 days later i am still waiting (and will be chasing them up about it on Monday)

BWZN93

Tesco email responses have been a little, err, neglegtful of late. I simply asked for returns policy on an electrical item bought in store, and got a little essay giving me an apology for not recieveing service in store (!!!!!!?? I havent BEEN yet!) and to go back there, as they couldnt help.

Anyway - thinking my original request must have been hazy in detail - I forwarded it to a freind and asked her if she understood my request easily. She came back with - "Yeah, you want to know in store returns policy on electrical items. !!!!!! are they talking about!!!"

Must be all those students knocking around Tesco HQ trying to earn a crust...

Jo xx

p.s - no offence to students, Im a 2005 graduate myself - Ive just seen the quality of writing coming from my contemporaries :eek: