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!
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:
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…
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…….
Oi! Don’t just jump to the bottom to see if I won! There will be a test later you know to see if you read it all!
Let’s start the post with a great big sigh. *Sighs. Most people who ever shopped at Tesco will share my frustration. Actually I didn’t realise just how many until I took to Twitter and looked at the @Tesco timeline!
Okay so where to start. Well, unless you are some rich person who doesn’t live on the same planet as the rest of us, (in which case thank you Mr Cameron and colleagues for taking the time out of working out how to cut even more payment to the most needy so that they can’t afford to live and therefore die and become less of a burden to the tax payer, (I mean that is the theory isn’t it?) to read my Blog) you will know that Tesco provide reward vouchers for spending in their shop. More if you use their credit card. Every so often it is double up rewards time. Great. Nope. Why? Because most of these double up vouchers people tried to use on the TescoDirect website. Oh how efficient. Wrong again. Why? Because the website was utterly flawed.
So, I start my sorry tale back on the 20th November. The system said items were in stock, got to checkout they were not. I emailed and said this was failure of their site. I had cashed in vouchers that if not spent by the 13th December would be lost! I got the vouchers to buy something that once at the checkout (i.e. after you get your vouchers!) I couldn’t use! They would not refund if the items didn’t come back in stock. Personally I do not think that is fair do you?
So I spent them. Later I tried a million times (ok a slight exaggeration, maybe hundreds of thousands) to process my vouchers on £80 worth of items. I got this message “Sorry, we cannot place your order at the moment. We’re trying to fix the problem as soon as possible. Please try again later.” So fed up was I that I telephoned. That’s how annoyed I was. I hate telephoning complaints! The automated answering message informed me that they had had problems on the site and they were resolved. They were not and as was quite clear from the @UKTesco Twitter timeline, remained. Whilst waiting to try again on the line the line was cut off. Now, I wasn’t even speaking so it wasn’t me being rude! So I emailed. I got a response to say that the technical team were looking into it. I emailed back saying still a problem and expected redress as the time spent on the matter amounted to more than any savings from using the vouchers.
I got an email back saying that I would receive a goodwill gesture. (I believe that many gestures followed and none of them were goodwill ones). Charlotte told me that if I couldn’t use the vouchers then pay and she would refund on receipt of the voucher codes. So I duly tried again leaving the system for 24 hours. This time it was a different error. It accepted some of the codes. So I just paid for the full amount and emailed Charlotte. This was now the 26th November.
Now Tesco had my money. Actually it had the £80 plus £40 of vouchers which doubled up were £80 and those couldn’t be used. So I told Charlotte this and of course Charlotte just responded saying okay just let her have the voucher codes. No, it went unanswered. I forwarded it 2 days later stating that I would go to Trading Standards for breach of the Consumer Act for unfair trading and the Sale of Goods Act 1994 as amended for not honouring a contract. So that obviously got an answer. Nope. Emailed the following day saying that papers were ready to go the Small Claims Court. So of course I got a response then when they knew what I was talking about? Nope.
So I wrote to the CEO. Now, if you’ve read my other post about Tesco then you will know that I knew I wouldn’t get a response. So I did actually start the email with “Obviously this is a pointless email because you have demonstrated incredible contempt for your customers and this attitude it would appear is reflected all the way down the store and I see in your profits. There is a slight chance that someone in the Executive Office might see this though and save me the time and trouble of going to Trading Standards and the Small Claims Court”. I know I advise not using sarcasm but some people just really seriously try my patience.
Obviously no response. So I took to Twitter. @UKTesco offered to help. Great. Nope. As I have now learnt from chatting to many people who complain to @UKTesco you get standard responses, delay tactics and no actual resolution. (Mind you look at this lack of security for Tesco customers that the Tesco Twitter team revealed). To cut a long story short, @UKTesco said Charlotte was waiting for the voucher codes. Huh? Yes. It would appear that she didn’t think it appropriate to respond to 3 emails to her to ask me for them even if it was “again”. Look how many times I tweeted the same thing to @UKTesco as I bored many of my followers! At first I refused, demanding the courtesy of a response. That tweet went ignored. (All very rude and not the done thing on Twitter at the best of times never mind being the face of a large company). So I said I would do it their way and sent Charlotte the codes. So, of course, I did what they requested and I had a response. Nope. I tweeted @UKTesco, I said hello I’ve done it. I rt’d their response that they would look into it the following day when they still hadn’t got back to me. I asked if they were ignoring me. I didn’t get a response so take that a yes then! The last tweet they sent me said they would get back to me. They didn’t.
So there was nothing left for it. The Small Claims Court. I love it, the time consuming bit is over and it takes very little time to fill out a form. £25.
So over Christmas I took ‘em to court. All online, easy peasey £25 . Their defence was, shall we say non existent? I quote “That the defendant has been unable to use the vouchers is neither accepted nor denied” Eh what? Even better “The Defendant has no knowledge of any problems with these vouchers, as long as the claimant was using the correct process..” Copies of 3 emails saying there were problems, automated error message on their site and implementing an automated telephone message saying that there was a problem meant…?
So, a week before the 6th June they tried to negotiate. Obviously. They were gonna lose. I knew this. First off they didn’t even offer me the court fee! Asked for more got the court fee and a few quid extra and you know what? Sod ‘em, that’s what I thought! They know they will lose I know I will win, who else will take on these giants it’s up to me to show Tesco that the humble shopper will not be treated in this way. “See you in court” said me.
But I didn’t ‘cos they didn’t turn up. Well obviously it wasn’t worth their while, they knew they were going to lose. So suited and booted (well sandals actually the sun was shining) I sat before Judge Vokes. He told me that he couldn’t see how I was owed any more than the £80 and court fee. Uh oh, Uh oh Uh oh, panic panic I’m a gonna lose I thought! “They told me in writing that they would give me a goodwill gesture” I said. “Not legally binding” said Judge Vokes. Oh I was going off this guy. “Sale of Goods Act… Supply of Goods and Services Act….” said I. “Technical babble about vouchers and stuff” said the judge. I was really going off this guy now. Hmmmm “I thought it was important that the single person should make a stand against a big company like Tesco and make people realise that they can stand up to organisations treating customers with contempt” I tried. The judge gave me a big big smile nodded and said “Well done”. I was warming to him now. I wish I had taken a photo. “Although the goodwill gesture is not legally binding I can deem Tesco as being unreasonable and therefore award you £80 refund, £11 for expenses, and £50 for time. Total of £166”. I seriously liked Judge Vokes big time now. I’d done it. I’d won.
Now, what I want to know is, will I get Clubcard points with that? Pleeeeeeeeeeeeeeeeeeeeeeease pleeeeeeeeeeeeeeeeeeeeeeeeeeease let them not pay up in 14 days. I can send in the court bailiffs to sieze goods to the value of £166…… I’ll be picking up all the offers to get my money’s worth ‘an all!
I wanted to ask the Judge if he thought Tesco should employ me to reduce their level of complaints and increase their sales but thought better of it, thanked him for his time and bought some chocolate from Sainsbury’s across the road from the court and not the Tesco Express next door!
In short. I won. Many many hours of time on the matter and 7 months after the event, was it worth it? I think it was the principle of the thing! Would you have done it? Would you have let Tesco get away with keeping your £80 or would you have taken them to court?
June 21st update – payment not received watch this space for what I intend to do about that…