The Complaining Cow V Tesco Update #Tescofail (again)

Tesco doesn’t pay out when it lost in court

Social media sharing the Tesco court case

So I went to court. I won. Jolly good. While I waited for Tesco to pay up I thought I’d have a bit more fun at Tesco’s expense. Well why not? Firstly I drummed up some interest on Twitter for the post I published the following Monday. Over 100 tweets and rt’s that I know about, thousands of views of the blog post and how #Tescofail wasn’t trending I don’t know! Thank you to everyone who joined in the fun last month!

Then I thought I’d have a bit more fun. Would you call it being vindictive? Yeah well whatever…!

Involving Sainsbury’s in the Tesco court case aftermath!

(Whilst I was having a bit of fun, WhichUK published “The power of the written word – don’t suffer in silence!” which included a link and description about what I do, including successfully taking Tesco to court).

I emailed Justin King the CEO of Sainsbury’s. I sent him the link to how he had previously dealt with a complaint and link to The Complaining Cow V Tesco. Within hours I had this response:

Friendly and professional
Friendly and professional

 

 

 

 

 

 

 

 

The sort of response I have come to expect from Justin King.

And the response to the same from the Tesco CEO?

I wrote to the CEO of Tesco and got the response I expected from him too. None. I sent him the links to both posts, same as Justin. I did add “Such narrow-mindedness and disregard for customers is probably a main reason for Tesco’s decline. Perhaps supermarkets should listen to customers, particularly those who complain and know how to get feedback from others who complain rather than treat them with such blatant ignorance. People are beginning to fight back against such treatment don’t you think?” 

Two days later I got a response from the Customer Service Executive. I won’t bore you with the whole email correspondence but it went something like this:

Them: Sorry to hear about The Complaining Cow’s experience, we can’t comment on competitors, working to improve services, if you have any specific concerns will investigate.
Me: Notice you referred to post about Sainsbury’s but not the one about the court case! Noted gave CEO chance to respond on posts about him but he didn’t take it up. Try reading the posts and responding.
Them: Sorry CEO can’t respond to emails personally. (Funny how Sainsbury’s CEO can isn’t it? Oh and aren’t they doing better financially?) If the customer would like to contact them directly they’ll look into the post.
Me: Look a the email address, I am the customer…

Them:

Another #Tescofail
Another #Tescofail

Why Tesco hadn’t paid court order

Anyway, in the meantime I was told that I would receive the papers within a week and Tesco had 14 days from judgement to pay. Annoyingly, 14 days came and went and still no papers. I telephoned the court and was told that the Judge should not have told me that. Oh right Missus Stroppy Pants, you going to tell him that? No, she decided to tell me. Mistake. I might let the Judge know that apparently he is wrong and she is right. What do you think? Apparently administrators at Bow County Court think that it is okay to send out the papers on the date that I should have received payment. This means that the defendant who didn’t turn up at court wouldn’t know how much to pay either until they received the papers the same day. So, I could have sent in the baliffs on the 14th day, or rather the 15th day when I actually got the papers. That would have been funny. But they didn’t know how much to pay or even what the judgement was!

On the 29th June I received a letter from Tesco stating that a cheque was in the post and that the order was not posted until the day after payment should have been received. Far be it from me for being pedantic but actually it was posted on the day payment should have been received. Anyway, I am being kind. I know, I know, out of character. I will wait 14 days from them receiving the order and then, then if I don’t receive payment I’m sending in the bailiffs…….

Who hopes I don’t receive payment???

The Complaining Cow’s history with Tesco all the links to ongoing stories and communications with Tesco. This includes meeting and interviewing the CEO who took over from Clarke.

When flowers aren’t delivered: What to do

Asserting your consumer rights

A few months ago I ordered a bouquet of flowers for my husband’s sister. Now I have to say I’ve used Flowers Direct a lot over the years and never had a problem until now…!

lilies in a vaseLuckily my husband asked his sister if she liked the flowers and she said she hadn’t received them. As you would expect if you have read anything on this Blog I complained. I emailed on the 30th April to say that they hadn’t been delivered. I got a stunning email in return. I received a confirmation on the 1st May that the delivery on the 30th April would be made. Good eh? I emailed again and got a response to say that they were looking into it. Days later I emailed again but heard nothing. So on the 11th May I emailed the CEO quoting the relevant Laws that they were breaking. (Supply of Goods and Service Act 1982 and Sale and Supply of Goods Act 1994) (For goods and services after October 1st 2015 use the Consumer Rights Act 2015). No response. So what does one do then? You can always do something! I drafted a letter to the Credit Card company as Flowers Direct had not delivered anything for the money. I sent them a copy and guess what? Yes, I got a reply!

The amount was under £100 and so it was therefore not protected by Section 75 of the Consumer Credit Card Act . However it would be fraud if a company took money and didn’t provide anything for it!

Evaluation
Flowers Direct was involved in some business buying out another and so emails were getting lost I was told. So often it’s poor internal communication that results in the non delivery of goods/service. The Customer Services Representative gave a full refund and asked if I would like a bouquet sent to the recipient or myself. I told her both (and got them!)

So if your customer service could do with some innovation see The Complaining Cow Services.

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

 

For advice , tips, consumer laws  and template letters. GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

 

Your Rights, Mail Order, Online and Deliveries for more on your delivery rights.

Top 20 Tips for Complaining Effectively

Helen Dewdney, The Complaining Cow BBC Breakfast TV Discusses How We Complain in the UK

How to Complain Effectively