Sainsbury’s Justin King shows how to care for customers

This is a post from 2012

Last Christmas I arranged a Sainsbury’s delivery. Free delivery for over a £100 for the Thursday. Family, visitors and all that stuff ensured it was a large order. Over a week or so I added to it. Now, you have to ensure that if you change your order at all that you must checkout again. You can amend your order until 11pm the day before delivery.

So, there I was amending my order and went to checkout at 11.01pm and lost my order! I could have cried! I telephoned Customer Services who were really unhelpful. I pointed out that no-one else could have taken my slot at that time and they could fax the order through to the store particularly as the delivery was for the afternoon. They would not help.

Santa Mildrew
Happy Christmas at Sainsbury’s!

Although partly but not all my fault, I had still received poor customer service and their system wasn’t great.  So, I trawled their site (and I do think that the section has now gone!) and found some wording that suited my needs! It said something along the lines of completing the order by 11.00pm but not actually checking out. (Sorry at the point of finding all this out I didn’t know I would need to keep it all as reference for a Blog so don’t have the actual wording!) So, armed with this ambiguity, the fact that their site is slow at checking out time and the CEO’s email address from this ceoemail.com. I emailed Justin King.

So after pointing out the appalling customer service and how I would never shop at Sainsbury’s again and they would be losing a good customer and a few more moos here and there I requested that I still got my order even paying for the delivery for the following day if necessary as I appreciated that he would not read the email until several hours later. (That was kind of me I felt).

The response was amongst the cream of the crop in the hundreds of replies to complaints over the last few years. Justin King responded personally. Excellent start. It used to happen occasionally, but as people are getting access to CEO’s emails more readily it usually gets passed to his/her Executive Office, but at least it is not the Customer Service department. It IS more likely to get a better response so don’t be disheartened if you don’t get a response from the CEO anywhere when you complain. As for business, well look what happens when the CEO responds personally. Word gets round that you care about your customers. Care about your customers the profits will look after themselves.

Justin King apologised for the Customer Service most profusely and stated that I would get the delivery the following day and some compensation. Pretty good eh? Actually it was better than that because I got through an email from the website thanking me for the order and providing the list of my items and a new delivery date/time and another email with a £30 voucher before I even got the email from Justin King. It is of course most likely that he got someone to sort this out rather than arranging a delivery himself (I don’t think my name precedes me that much!) However, he did something and he wrote. At the very least he ensured that the Customer Service I received once the email to him had been read was superb.

Also worth a mention. I’ve often complained to Sainsbury’s and Tesco and without doubt Sainsbury’s respond more appropriately, do what they can to make amends and always provide vouchers. Treating your customers well and apologising with the word “sorry” and offering goodwill gestures encourages loyalty. Everyone makes mistakes, it’s how you address them that matters.

However, an update as of 05/05/15 I don’t think the new CEO is good for Sainsburys. Look at what he’s done with the rewards card. The jury is still out with Dave Lewis at Tesco but I do think it is going on the right direction. But who is loyal to any of them?

Evaluation

Said it before and I’ll say it again, customer service comes from the top. Justin King clearly sees that Customer Service is vital in gaining and retaining a top position over other supermarkets. It does work, I have been and will continue to use Sainsbury’s more. Compare this with Tesco customer service where there appears to be a quite different approach to customers.

Sainsbury’s contact details
Customer service email here
Customer service ‘phone numbers here
CEO email address here

Update 07/09/16

The tide is changing with a change of CEOs in both Sainsbury’s and Tesco. Sainsbury’s profits wounded in supermarket price war, Sainsbury’s nectar turns sourThe Complaining Cow’s history with Tesco

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

 

But if you want to complain to any supermarket you may find the bestselling book GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! useful.

 

Tesco – Phillip Clarke is no Sir Terry Leahy

And a few years on we have Dave Lewis as the new group CEO and Matt Davies as the UK CEO being interviewed by me! (Although Tesco had full editorial control):

Tesco | Complaining Cow meets Dave Lewis and Matt Davies

For links to lots more recent stories about Tesco and me including taking them to court and winning see Complaining Cow history with Tesco.

For the whole story so far see Case study: Tesco and a consumer champion

Tesco UK CEO email address

Tesco Group CEO email address

The post below is from 2012.

I had a right beef with Tesco! 

Tesco Service Omnishambles!

Diabolical! It was my latest dealings with Tesco Customer Service that gave me the final nudge to get this Blog started!

Update January 2015

I have realised that when you put “Tesco Complaints” into Google that this post comes up. Hilarious really. Since writing this post I have had more dealings with Tesco, including taking them to Court. Please see links to all these posts The Complaining Cow and Tesco history

Also people will insist on assuming that they can complain to me as if I were a Tesco employee. Rather foolish and obviously shows that they haven’t even read this post! Also, gives some indication perhaps as to why their complaint is being ignored by Tesco if they  don’t actually read things or are simply rude!

Tesco contacts for complaints

I also keep being asked for contact details for Tesco so here you are:

Tesco contact details:

email for customer services: customer.services@tesco.co.uk
email for CEO here
All Tesco departments contact details here. ‘phone numbers and addresses.

If you are looking for how to complain to Tesco, see the links are above and you might also be interested in using the book How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

Tesco – Phillip Clarke is no Sir Terry Leahy

Years ago I complained to Tesco when Tesco was doing well and when Sir Terry Leahy was CEO there. I got a personal response that was signed by him. One can assume that as the new incumbent Phillip Clarke  ignored several emails from me and the customer service is shambolic, that contempt for the customer is creeping in, perhaps a very good reason why Tesco has slipped from its top position.

Summary (all correspondence available on request!):

4th June took items ordered from Tesco Clothing online back to the store for refund. Had used double up vouchers. Customer Services representative did not know what to do and had to telephone Tesco. I was told that he needed to “…give [me] a few pennies and that somewhere between £5 and £10 will be credited to [my] account.” Told him not acceptable! More confusion and went back after shopping and was given misinformation and nothing in writing although I requested it.
4th June wrote to Clubcard no reply
12th June forwarded email to Customer Services requesting something done, pointing out that doubling up vouchers offer ended on the 13th June and £5 was still in the Clothing website account incorrectly, it should be on the Clubcard or £10 in Clothing otherwise it was a credit note and not a full refund
13th June forwarded email to Phillip Clarke Tesco CEO requesting something done
14th June Tweeted to Tesco and after several Tweets sent details on
15th June and got a reply that did not relate to the complaint but a previous one and made no sense!
15th June Tweeted as such to Tesco and emailed back. Told back in touch as soon as possible
15th June – received email stating that she was unable to work out what complaint to respond to (despite the actual email being in the body of the email and nothing else in the original email!) Offered £20
17th June – wrote back attaching the relevant email again and pointing out that I had now missed website offers due to their delay in responding
18th June – still no response
19th June in the evening – Tweeted that still not had response
19th June – Tesco told me email was in the queue. Reminded them that my original email was dated 4th June! Told that the manager could ‘phone but couldn’t email! Asked for that bizarre state of affairs to be added to the list of complaints! (Was never explained why she could ‘phone but not email!)
19th June – told would get a response by email soon as possible
21st June – still no response. Told would get that one that morning
21st June PM – got an email from the Executive team offered £40 Tesco Moneycard apologised but did not address all complaints, I emailed back as did he no further forward.
26th June – received an email from the Customer Relations Manager at Tesco apologising and saying that the CEO office had responded. I emailed back pointing out the 2 issues regarding not being able to take advantage of offers on the website due to the delay in responding had not been addressed
28th June – received email from Executive Office stating surprise that I had said 2 issues were not addressed and I had copied and pasted a paragraph from previous email which did not address them!
3rd July  – sent a clarification email, I also asked if he would like a link when my Blog was up and running!
6th July – agreed in part with what I said (he had no choice, I was left with money in my Clothing account against their own policy!) that’s the end of this matter at last. Would have been at the £40 but he went and wrote to me suggesting I was wrong and he certainly wasn’t going to get away with THAT!

I asked if they would like to pay me for my knowledge and experience of customer service and how they could improve. They declined my offer! How very silly!

Evaluation

This was a sorry state of customer service. So many people wasting so much of my time! So many not given the right tools. It reflects badly on Tesco too when you think this is how the CEO of Sainsbury’s responds to a complaint. A different league in CEOs from a customer’s point of view I’m sure you’ll agree?!

As you can see, it wasn’t about gaining money it was about the principle of the thing. Annoyingly I went to Tesco to use the Moneycard so I could then take my custom in future to Sainsbury’s and forgot to use the card! Dozy cow! But the next time I went I bought just over £40 of shopping had a £4 off voucher used a £10 Tesco gift card (I have forgotten what I complained about to get that!!) and the £40 card. £13 left. £40 worth of shopping and get £13 change! Amooooosed me!

Seriously though, in May of this year Which? published a Customer Service survey of 11,000 people. Tesco came 4th worst!  A change in focus from the new CEO at Apple from customer to revenue (remember Steve Jobs’ legacy Good enough is not good enough) is not helping their profits either!

Customer Service 2 out of 10
CEO 0 out of 10
Executive Office 6 out of 10
Prize £40

Update to this post. Do have a look at the other Tesco posts some are more amusing 🙂