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!

Warning: How not complaining drives up fat cat profits!

Well, what happened in 2013? Just how much did I complain? Well, not a huge amount I would say. This doesn’t include public body complaints of course to which I do ask lots of Freedom of Information Act questions and complain!

I complained about all sorts of things from 40p from Tesco and the £40 from them in court. (See The Complaining Cow’s history with Tesco) to other supermarkets, banks and other retailers.

I know what you are thinking. 40p really? Yes really. Wrongly charged. Principle! Now, how many people do YOU think didn’t notice that wrong charge going through the till or in this case on an online order? How many thousands of people buy bacon a day do you think? Same with all the other small amounts. For example, 40p Really? I complained about 40p? Yes I did, and here’s why. I completed an online shopping order. All seemed fine. When I received my order with receipt, I checked it against the items. Oddly there was an additional item. This item was called “Department Sale”. What sort of vegetable is that you ask as well you might and so did I. After asking what this item was and apparently I had had two of them! Two lots of 20ps totalling 40p. So I was curious and as you know if you read my blog regularly, it’s a matter of principle! After asking about these charges this is how the email exchange panned out:

Tesco: If you order an item that isn’t on the online product database, we’re unable to scan the item through the home shopping system at your local store. So, to make sure that we don’t overcharge you for the product, we charge it at a heavily reduced price. This will show on your delivery paperwork as a 10p charge for example. I hope this has explained why we do this and thank you for taking the time to ask us about this.
Me: But what is the item?!!
Tesco: I am sorry that there has been such confusion over this issue and for the inconvenience being caused. Could you advise me of where this charge is shown on your order, and how much it is. I may be able to trace the product for you.
Me: You have had this information in the initial complaint. See attached please
Tesco: I am sorry but I have been unable to trace the exact goods that the charge relates to. However I have refunded the 40p back to your account and this will appear in 3 to 5 days. Thank you for your patience in this matter.
Me: So what you are saying is that there was no reason for this charge? I wonder how many other orders you put this charge on?
Tesco: Not at all! There was a reason for the charge as has been explained in previous emails. The problem is that without seeing what goods were physically delivered and then going through the delivery document to deduce which goods the charge was used for, it is impossible to say exactly what the charge was applied to.
Me: How can you order something online for an online order that isn’t on the database?
Tesco: Very easily when you start to understand that the online business and the store are different. An example would be where you might order apples online, but the store offer a regional variety of that apple which is not stored on our database. So to enable us to pick apples for you, we would have to mark it as a Department Sale to add it onto the order.
Me: I didn’t order anything that I’ve not ordered before and I’ve never had that remark on a receipt. Very dubious.

To which I did not have a response. Now, maybe I’m being thick and there was a good reason for the charge. I can’t really see it can you? Have you ever had this charge? Have you queried it? I wonder how many people have and haven’t queried it. Wonder what the total of “Department Sales” is.

So of course I complain about the larger amounts and encourage others to do so, but how much profit is being made from people not complaining about those pennies?

So, if you aren’t getting where with customer services you can always contact the CEO directly at ceoemail.com

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 effectively GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! for consumer laws, advice, guidance and template letters for most complaints in most sectors!

 

 

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