The Complaining Cow v Tesco CEO & Executive Team

Oh hello, here for another Tesco story? Well, as followers of this blog know well, Tesco and me? Well we have history shall we say. 🙂 🙂 🙂  The very first blog post was complaining about Tesco. Then there was taking them to court, insects in rice, milk bottles versus cola bottles and then my opinion on why Clarke had to go. Then I met the new chappie, Dave Lewis. Liked him, he bought a hundred of my books (at full price, take that Amazon) for his board and most senior people (time will tell if I continue to like him, he hardly had a difficult act to follow and there’s so much to do) and he invited me back to meet some of the team and have lunch.

Lunch

3 course meal cooked by the senior development chef  Pat Clifford thank you very much, was very good indeed. Guess who was always the last to finish each course because they had the most to say?!

[gview file=”//www.thecomplainingcow.co.uk/wordpress/wp-content/uploads/2014/12/Dave-Lewis-Lunch-Menu-v2.pdf”]

I know you don’t want to download the menu but that thing came up and I don’t know how to get rid of it!

Issues

Apparently I am one of Tesco’s most engaged (with them, I don’t have a collection of rings) customers. So who else has had so many dealings with Tesco? Oh, ah, hmmmm. Moving swiftly on….what a jolly nice day out. Couple of hours of giving my opinions again. Fabulous. Can’t remember half of what I said, but here are a few things, as I also shared what many of you complained to me about Tesco that are being/will be addressed…..

  1. All those flipping pieces of paper and coupons you have at the till – they are looking at trying to improve that.
  2. Checkout assistants shouldn’t be asking us if we want carrier bags, just leave them there we aren’t going to take more than we need!
  3. There may be very few of us who are this daft, but you know when you do your shopping online and you order 10 kg bags of carrots or 10 punnets of fruit when you meant 10 single pieces? Told them they need to have something that comes up, “Did you mean to do that?” You can either tell it yes you did thank you very much or cry out your much over used expletive of choice and correct it.
  4. Told them that their triple chocolate cookies from the bakery are good but aren’t as good as Sainsbury’s.
  5. Tell us why something is coming up as not in stock online and the system is suggesting you have this alternative, particularly when it is more expensive!
  6. Wine by the case site as well as Tesco grocery site – don’t put bottles of wine that are out of stock in the offers. That. Really. Annoys me.
  7. Going to be back to chat to the woman in charge of community stuff – too right that will be a few hours with both work hats on!
  8. Sorting out the shelves, one of the most common complaints I hear about Tesco, stuff not on the shelves (or in the freezer)
  9. Improve communications between the social media team and customer service
  10. You’ll like this one. Customer opinions on new products. Did you know that no product goes on the shelves without a bunch of people of people testing and giving their opinions on it? No, nor did I. Did you know that they were looking for loads more people? No, nor did I. Would you ignore such a request? No, nor would I. So, instead of rambling on here even more than usual, I have asked Helen (no, not me I don’t write like that) to write a guest blog post. Coming soon a post about what is involved and how to get on the programme. You’re welcome 🙂

There was some other stuff but that’s commercially sensitive so you’ll have to wait 😛

The guide dog issue

Remember this story? The staff who told the woman she wasn’t allowed the guide dog in the store? Tesco was reported as having given £5,000 to charity and put training in place and that was it. I wasn’t going anywhere without addressing this story and as those of you who follow the blog know, I’m harsh but always fair. (I even thank Tesco in my book for providing such diabolical service which resulted in providing great material for the blog which gained so much interest it encouraged me to write the thing!)

Why on earth would you need to train someone that guide dogs are ok in stores? When the staff didn’t grow up in the UK and they have no knowledge or understanding of guide dogs (or hearing dogs etc.)

I was also going to go into one about how typical of Tesco it was to throw £5k at the problem and run away and why didn’t they buy a dog.  Tesco has bought a puppy. It takes 50k from breeding through training to retirement to pay for a guide dog and they have done that. Due to be born in January I believe.

Payment

Gotta laugh – the cheque for the books had been made payable to “The Complaining Cow”. Don’t actually have an account in that name… hands up all those hoping I don’t get paid so I take them to court again?

Presents

Who doesn’t love presents? Look what I was given to go home with –

I always say reward your complainers - they increase your profits!
I always say reward your complainers – they increase your profits!

Lots of the Tesco finest range but didn’t include my favourite chocolate truffles (ungrateful cow), included an 8 portion luxury Xmas pud (loathe! But OH very pleased) mince pies, chocolate, tea, nuts and cheesy bics.

 

So Tesco has won me over

How very dare you. I won’t stop complaining to Tesco until there is nothing left to complain about. And anyway the spies at Tesco said that I had tweeted Tesco 519 times. Think it’s slightly more than that now! Social media team has promised me this chocolate (they need to change those ball things to red though!) and alcohol when we reach a 1000 so that’s quite a few more complaints to go. And I leave you with one now. I was working late and tried to get link to those chocolate shoes and couldn’t. Black Friday early hours and couldn’t get onto the site. Sort it out Tesco.

Updates

Want to keep up to date on Tesco complaints, The Complaining Cow, tips on complaining, new consumer laws etc? Subscribe to the newsletter. You won’t be inundated, I only get round to sending one every few months!

The Complaining Cow’s history with Tesco gives the links to all the posts old, new and newer than this, covering how it all started, going to court and more.

Case study: Tesco and a consumer champion provides the whole story and should be of interest to you if you fancy improving your service and sales!

Tesco | Complaining Cow meets Dave Lewis and Matt Davies

How to complain about an item over a year old

Note – This is an old post. For purchases made before October 1st 2015 please see Consumer Rights Act 2015. The below will only apply for purchases made before this date.

The Sale of Goods Act 1979/Sale and Supply of Goods Act 1994

Generally speaking if the item is less than 6 months old and the item is faulty then the consumer should receive a full refund (minus any depreciation of value of use, e.g. a car used for 4 months has had some use and will have depreciated in value) a replacement or a repair. After 6 months it is up to the customer to prove that the fault was there at point of purchase. However, only take this as a guideline. When my son said that we should complain and take something back to a pound shop, even I drew the line! But there are cases when you can and should claim redress after 6 months. (More on laws protecting you from faulty purchases here.)

A faulty sofa
Damaged sofa

A friend of mine had bought a sofa over a year ago from a mail order company, Studio. It was clearly faulty and she was having difficulty getting a full refund. I took to writing an email for the CEO. I stated that there were 2 really sharp metal rods (thin ones) poking through out of the fabric, so when hands are put down the middle bit of the sofa it really hurts, obviously. Karen had only done this once now knowing it is was there, however, the item is clearly faulty and she has very young children to consider. Originally she was told that because she had had the bed more than a year there was nothing that could be done. However, once this was checked further (with one assumes, the legal department) she was told that it would have to go to quality control. Karen was promised a call back that never came and she had to chase it up and get a form to fill in and request to send photos of the issue which she did. The proof of postage for this was available. Again she had to chase and ‘phone again to be told that her letter had not arrived. Since then a leg has literally snapped off when she sat on the end causing her to fall. It was now obviously not level.

The sofa was clearly faulty and under the Sale and Supply of Goods Act 1994 she was entitled to a full refund. It was easily proven that the fault was there from the start and so the fact that she had had this item for over a year is irrelevant. In addition to the full refund I expected them to arrange for removal of the sofa and provide redress for the inconvenience caused, not least the damage to Karen’s hand, the time spent on the matter and the stress involved. Karen had not been able to use the sofa bed and so also expected redress for this particularly in light of Studio’s delayed and non-existent responses pro longing the matter.

I added my usual see you in court line if not satisfied with the response…

Result

Karen received a replacement (which is what she wanted) plus £50.

You should persevere when met with fob offs .

See Top 20 tips for effective complaining for lots of advice.

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

For consumer laws, information, advice and templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

 

How to Complain Effectively