Help! Tesco coupon policy? I've been banned!

dollywops

I have posted this before, but I will post it again.

I also had a converstion with CS, where they told me that their policy was to accept money-off coupons, even if you had not purchased the product, but only one of each. It was also pointed out to me that this is at the discretion of each individual store manager.

The reason I had this conversation was because my local branch of Tescos had, and still does, signs up at the tills, saying from 25 April, they would no longer be accepting money-off vouchers unless the product had been purchased. I was then put in touch with the CS Manager at my local branch who advised me that the reason for this, was because too many customers were abusing this priviilege. Customers were presenting vouchers where the use by date had been torn (possibly deliberately) and customers were becoming abusive when the vouchers were refused. Customers were presenting more than one identical voucher, or large quantities of vouchers on a very small spend.

I would like to reiterate that I have been told, that it is down to the individual store managers to decide what to do with vouchers. There is no set down in stone, company policy.

Twopints

dollywops wrote:

..... it is down to the individual store managers to decide what to do with vouchers. There is no set down in stone, company policy.

Possibly so, but that does not extend to intimidating and falsely accusing customers of offences they have not committed, and treating them in such an appalling fashion in front of their children.

I agree with the other posters - go to the Press and let Tesco Head Office know all about it.

Benji

It has been suggested that this suggestion be delayed until Igloo feels the time is right. I can totally understand this ~ was just a bit incensed at the time.

I am more than happy to do this - and was in the process of doing so - but then thought that it may be best to wait until Igloo has written her letter etc and had a response before doing so. This is so that we do not alert Tesco in advance of the fact that their appalling conduct is already in the public domain. However, if this is not satisfactorily resolved i.e. to Igloo's satisfaction, then we should do anything and everything to make them squirm and grovel.

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We MSE'rs have shown our power in the past - now is the time to come to the aid of Igloo!


It would cost us nothing if everyone reading this thread went to http://www.tesco.com/help/jump.asp?choiceA=1&choiceB=1 and (mentioning this MSE thread) said they would not shop with Tesco either online or in store until this matter was resolved.

If we really wanted to get this matter taken seriously, we could each spare a 30p stamp and send a similar letter to:

Mr Terry Leahy

Chief Executive

Tesco PLC

Delamare Road

Cheshunt, Herts

EN8 9SL

In my experience - and I have a little - Mr Leahy WILL take notice ~ he values the reputation of his company (Profit share??? )

igloo

Thank you all for your concern.

I have telephoned customer services and they said they would ring me back (still waiting). I telephoned the store...spoke to a lady who was very sympathetic. She quoted 10% which conflicted with what the CS manager had dictated to me. She passed me on to her manager who also sympathised but admitted that he did not know the policy himself but to phone tomorrow to speak to the overall manager of the store.

What I still can't get over is that the checkout lady who served me was perfectly happy taking my coupons until this cs manager came over and THEN they had this big discussion about what they could and couldnt take!

It didnt cut me any slack the fact that (obviously) the staff themselves have conflicting ideas about what to take and not take!

I'll keep you posted.

I'm trying to compose a strong letter at the moment. Any other sites that could help me? "Every little helps" ha ha ha.... not

BoltonMinx

Inexcusable, inexcusable, inexcusable!

They should deal with the rude / violent customers within the legal limitations. If it is causing them so much hassle, then pull the darn policy and be consistent. It isnt rocket science for goodness sakes (no offence to dollywops, you're only repeating what you've been told) but they earn billions a year, they can introduce any manner of measures to resolve this situation, yet they havent. Wonder why ?

Benji

dollywops wrote:

I would like to reiterate that I have been told, that it is down to the individual store managers to decide what to do with vouchers.

No, you're wrong. Managers have can choose not to accept INTERNET (ie home-printed) coupons only.

dollywops wrote:

There is no set down in stone, company policy.

Many MSEers have emails from Tesco confirming that there is a company policy to accept 1 coupon per product - even if you don't buy it.

Tesco get a handling fee, so they make money on each coupon you use.

BoltonMinx

The amount they make in handling fee can be quite a bit compared to the face value of the coupon - and thats per voucher. They also have quite some time to redeem it, for example, the batchelors one I have in my hand gives them 6 MONTHS post expiry date to redeem :rolleyes:

igloo

mickydes wrote:

i got say why were you using that much in coupons anyway, it a bit too much really getting £26 in shopping and using £20 in coupons ok if you bought the product thou.
i thought it was only 10% of the shopping,unless you are buying the thing on the coupon.
they should have not done that to you,maybe just said we can only take the coupons that you bought

Hi mickydes.
Imagine you've got 10 different Tesco checkout girls in front of you and you asked them all what the Tesco coupon policy was. The chances are you would probably get different replies from them all!

I take coupons for things I buy. I take coupons for things I dont. I ask them if they can take coupons and I see what happens. If they take some or all, brilliant! Whatever they take is a bonus because it saves me money.

I do not expect to get banned just for asking a checkout person! Its Tesco policy and the bottom line is, I was banned because a checkout girl scanned my coupons! Is it my fault for asking or her fault for taking them? Either way, I'm banned!

Swattie

Thinking of you Igloo.

It sounds like a horrible experience.

Sounds like that manager's a bully who enjoys embarassing and harassing customers.

Don't take it lying down - write to the top. Name and shame both the CS Manager and the Security guard.

Also don't fail to mention how upset both you and your 2 young children were by the experience and how they refused to let you and your 2 young children leave without handing over your card and how intimidating it was for the 2 of them to hold you and your 2 children in an office. Thats holding you against your will and I'm sure it's not legal.

Really emphasise the fact that you had 2 young children with you as for them to subject your children to that situation is absolutely unacceptable


Give 'em hell.

scotnan

That is quite shocking to be treated like that in a store where you shop and with young children with you too.
Make sure you take this much further than customer services igloo.
I had occasion to complain to Tesco recently and just kept going up the chain till eventually was put through to the chief execs office , don't accept anything less.

If you would prefer to write and want a hand with the letter just PM me, I'd be happy to help.