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The Complaining Cow interviews Tesco bosses Dave Lewis & Matt Davies

Exclusive interview, the first and only one with UK and Group CEOs of Tesco

The Complaning Cow & Tesco CEOs

The Complaining Cow and Tesco history

Frequent readers of this blog and followers on social media will know that I have quite a history with Tesco, in complaining, taking them to court, meeting Dave Lewis etc etc! Anyway when I met him in September 2014 he bought 100 of my books, made me get arm ache signing them all (he really should buy another 100 as it’s now been updated!) and invited me back to chat with his executive team in November 2014, when I said I should interview him.

The Tesco bosses interview background

It’s now nearly two years on and we got there. I know, how these organisations can work so slowly beats me. I had loads of questions, loads. The list grew and grew the longer they took to get their act together. Then we had a date and ol’ Dave decides the new Tesco UK CEO (Matt Davies) should also come. Maybe it was moral support?!  Apparently these two don’t do many interviews and this one was the first one they did together.

Then the powers that be said no-one would watch a film with 40 questions in it! Fair enough, so we got it shortlisted down to 10, filmed for the best part of half an hour and then it got edited.

You should know of course that there were really rather brilliant questions and challenges which were edited out 😉 In all seriousness though, it should be pointed out that Tesco did have full editorial control.

The Tesco interview

The Complaining Cow and Tesco CEOs

Can you see the chair I was sitting on and those nice biscuits on the table? I told the team that there was no way I was eating that chocolate biscuit until after the interview because I had cream trousers on. I don’t think people believed that I would be as daft as I was implying. By the time I had finished the biscuit there was chocolate on my trousers and underneath me on the chair. (I wonder if it still there? I did apologise). This skill of getting chocolate under oneself whilst eating was inherited from my Dad. So was the grey hair and funny bones but sadly not the brains! Anyway, I digress…

Tesco | Complaining Cow meets Dave Lewis and Matt Davies

What do I think? Well to be fair, I like both Dave and Matt  who are both very personable and with a sense of humour, which is a heck of a lot more than a lot of CEOs out there, I will say that! Dave is a lot better than his predecessor too but again, let’s be fair, Clarke was pushed. I think they are pretty genuine and I think they have the respect of their staff and really are working towards improving service (yes I know it couldn’t have got much worse!) The proof is there in the figures that sales are increasing.

Opinion on Dave Lewis and Matt Davies interview answers

How Dave sees Tesco connecting

This was interesting. I’ll be watching how they develop that, which is no easy task!

The Complaining Cow asks Matt Davies about pricing in Tesco

Tesco Pricing

Tesco is getting better in this area and, yes, we all love a bargain but I still don’t want to be working out whether 2 blocks of this cheese is better value than 1 block of that same cheese and needing a calculator to work out price per gram?!

Tesco Service

Time will tell – what was cut actually was a question from my Mum. She wanted to know why staff couldn’t just open a bag of oranges and let her buy a single one when there were no single ones available. Matt spoke about moving towards enabling customers to feel that they could be empowered to make those choices. Now that is an interesting concept and a tricky one to navigate, so we shall see.

Perceptions of Tesco quality

Again, quite interesting – Tesco will be doing an updated post on how to become a tester soon.

The Complaining Cow asks Tesco Dave Lewis about fake farms

The fake farms? 

The farms? Huh! Dave and I have batted emails back and forth about the fake farms issue and I still don’t agree or accept what he says. Shall I agree to disagree? Of course not. You can read more in the article Fake farms – a bad country smell that won’t go away, including background information from social media, NFU, ASA and Trading Standards

Right. Those Tesco adverts?

I’m pulling faces at Dave because he knows what I think of them. Tesco takes flak in the battle of the Christmas adverts and I don’t think they are getting any better. He didn’t answer the question about stereotyping (he must realise?! As someone who works in children’s services I don’t like the way the adverts portray Mum as knowing what she is doing and Dad doesn’t know about offers etc. and the message this is sending to children) And in any case why do you need to be paying expensive actors for these awful ads anyway?   Also – cut from the piece – I suggested that Dave might like to get some creative ideas from customers – we could tell him what we would like to see in an ad? He did say he thought it was a good idea… You could email him and tell him your ideas if you like.

As for the Tesco clothing?

Well I can tell you that sitting in front of them the evidence regarding shirts was right there! When we can buy wellies in May we will know they listened.

All in all? Had a good day, personable people to chat with (and the team involved with filming were fab, has to be said), lots to talk about and I’m quite sure quite a lot to complain about in the future! Remember Dave DID tell me to keep complaining and well, seems like a nice chap, so happy to oblige.

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

 

If you need help with complaining to Tesco or any other company GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

 

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How not to pay a charge made after transaction (and why!)

Outside of UK but inside EU
When I was on Rip Off Britain Live last year I took on a few cases. One of them was for someone whose mother had been charged a £30 booking fee after the booking process on a website that searches for flights then charges that admin fee on top (and for which she was not told about). She had booked a flight from Edinburgh to Southampton directly with the airline. The company’s hidden terms and conditions said that a charge could be made but did not provide the amount! Doubly unfair and doubly in breach of the law! Should you find yourself in this position of being charged after the booking process has completed and the company is based outside of the UK but within the EU, use this template to get your money back!

You will need to fill in all the xxxs with your information. Delete all instructions in brackets.

Dear xxx

On the date I booked a flight from xxx to xxx for (fill in date(s)) booking reference xxxxxx

The fare showed was £xxx. However, once I booked at this amount I was horrified to find that I had been charged a further £xx booking fee. This was not shown at the time of the booking. I am fully aware that in the terms and conditions it is stated that a booking service fee “may” be charged. However, and I quote the terms and conditions, which state “xxxxxxx.” (fill in anything that you have found relating to the charge that was not made known to you at time of booking i.e. hidden away in terms & conditions)

I was notified of the charge after the booking process. Making the charge after a consumer clicks the booking/payment is not part of the booking process. Company name is therefore in breach of its own terms and conditions. In order for it to be part of the process the charge should be shown.

(If the company states in its terms and conditions that it can make a charge after booking include the following paragraph). “The company name may charge a booking service fee which will be notified to you separately during the booking process.” is not an acceptable term. This could be any amount! It is obviously unfair to the consumer if the company can charge any amount it likes to a consumer without informing them of what it is before they have paid!

Company name is in breach of the EU Consumer Rights Directive 2013 (2011/83/EC). The directive prevents significant imbalances in the rights and obligations of consumers on the one hand and sellers and suppliers on the other hand. Terms that are found unfair under the Directive are not binding for consumers. It is quite clearly an unfair term to state that an unknown fee amount will be applied to the total. It is also clearly unfair to not state what this amount is at point of purchase. Under this Directive the trader must ensure that the customer understands what goods and services are being provided and that there are no hidden costs. Clearly this £xx charge was hidden. Ticking a box agreeing to terms and conditions that are not clear and in any case even if they were, were not detailed at point of purchase, is not acceptable under this Directive.

I therefore expect a full refund and redress for this unacceptable charge and stress that it has caused. I would also be interested in your comments regarding your ongoing breach of European law. Should I not be fully satisfied with your response I will not hesitate in taking the matter further. This will include but not be limited to contacting the UK European Consumer Centre which will pick up this complaint on my behalf with the relevant bodies in country where company is based including reporting your breach of the law and going to court if necessary.

I look forward to hearing from you

Yours faithfully/sincerely

For more details on complaining about holidays and flights outside of the UK but inside the EU see All you need to know about booking/complaining about holidays/flights.

Inside the UK
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 state that traders must not mislead you by giving false information or leaving out information as to the price of a product or the way the price is calculated. Also, the Consumer Protection from Unfair Trading Regulations 2014 states that a practice is unfair and therefore in breach of the law if it harms or is likely to harm the economic interests of the average consumer, so if you as a consumer made a decision that you would not have done if you had been given the full information or not been put under pressure.

For loads more on complaining about holidays and flights see All you need to know about booking/complaining about holidays/flights

 

 

 

For more advice, information and template letters to complain about all things consumer see the book How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

 

Discussing terms and conditions your rights on The One Show