Tescos Bicycle

pinkshoes

Ok, it's not really a vent, more being amused about how big companies can be so out of touch with customers needs...

Ordered a bike on-line as it was almost half price. They would only give a delivery slot from 8am til 6pm Mon - Fri, and as we didn't want to take an entire day off work just to wait for a delivery, I phoned to see if we could pick it up from the depot which was just a few miles away (save them delivering), but no, this is not allowed!

So my OH takes half a day off work, as at least they agreed to give us an approximate time if we phoned in the morning, and bike arrives in cardboard box.

On assembling the bike, we realise the bolt that holds the saddle in place is missing, so I phone Tesco to get them to send it. Nope, they can't do that either. They have to collect the bike (another day off work), and then re-deliver another one (another day off work). :rotfl:

Obviously we just went to a bike shop and got the part... might be cheeky and send the invoice to Tesco!

It just amuses me how illogical large companies can be sometimes!

custardy

not so illogical
the courier is contracted to deliver to the address
tesco wont hold spares.they just return the whole item to the supplier and issue a full replacement item

pinkshoes

custardy wrote: »

not so illogical
the courier is contracted to deliver to the address
tesco wont hold spares.they just return the whole item to the supplier and issue a full replacement item

I think I explained it wrong. It may be 100% logical to Tesco, as that's how they run their system, but in terms of providing an individual service to a customer, they're a million miles away!!

festering_plates wrote: »

Tesco bikes are rubbish! Complete waste of money and look totally poo too.

Which is EXACTLY why we wanted one!! It's just for riding round on, into town, maybe a little bike ride Definitely no commuting or hard core stuff!! Bike crime round here is VERY high, and it often costs more to insure a bike than the bike is actually worth, so I'd never spend more than £60 on one, and hopefully any would-be thief will realise it's a Tesco bike, and leave it alone!

custardy

if you want true service then support you local bike shop

uktim29

pinkshoes wrote: »

It may be 100% logical to Tesco, as that's how they run their system, but in terms of providing an individual service to a customer, they're a million miles away!!

But with the amount of customers Tescos have, wouldn't it be very difficult to provide an individual service.

When dealing with things in bulk you need to be efficient, that means not changing something for each different person. When you look at it that way, it's not illogical.

pinkshoes

custardy wrote: »

if you want true service then support you local bike shop

Personally, I do support local shops, and if it were me who had purchased it, then it would have come from a local shop. It was my OH who ordered it online! He works too hard and doesn't have much time to trapse round local shops!

uktim29 wrote: »

But with the amount of customers Tescos have, wouldn't it be very difficult to provide an individual service.

When dealing with things in bulk you need to be efficient, that means not changing something for each different person. When you look at it that way, it's not illogical.

Exactly! This is my point. Most companies start out with the customer in mind, but the bigger they get, the less personal they get, until they almost lose touch with the needs of a customer. Personally I see it as a sign that a company has got too big...

So no, it's not illogical for Tesco, but rewind time 100 years and tell someone the same story, and they'd probably pee themselves laughing :rotfl:

snu

Could they not have taken the nut of another identical bike, and then sent the identical bike (minus nut) to the supplier?.
After of course giving you the missing nut?

greektony

I had exactly the same problem with them regarding a fridge I ordered. When it arrived it was all dented in so the delivery guy took it back with him and I was told to phone Tesco and they would get them to dispatch another one. But oh no, the only way to get another fridge was that Tesco had to refund my card, which takes 3-5 days and then I would have to place another order.

Obviously my £400 wasn't good enough for them so I'll be taking my business elsewhere. What an absolutely stupid system they have in place in terms of customer service. I don't think I'll ever be ordering anything other than groceries from them ever again

Timmne

We had absolutely the same problem - it was even the same nut that was missing!

They just sent me £10 back onto my card as they were unable to get a spare and I went out and bought one from a shop nearby.

It's the problem with the economy and people's expectations 'these days' - customers want more and more and want to pay less each time, meaning companies have to trim certain areas to cut costs in order to drop their prices. A very easy way of cutting costs is to cut staff and this means customer service & the personal touch isn't going to happen without paying a premium for it.

I suppose one can't have it both ways - it's either a cheap bike from Tesco with little aftersales service or a more expensive bike from a local shop who'll help you out if you have any issues.