Shopping Yesterday

What cheesed me off?

Nothing enough to actually write a letter of complaint to anyone but after 3 hours at the Lakeside outlet here is my little list

1) M & S didn’t have a coat discounted from £68 to £14  in my size
2) Home and Sense in Romford had a vase, I went to get it at Lakeside they didn’t have it
3) Next didn’t have my size (I’m a 10/12!) in hardly anything I liked in their outlet
4) Boots only had self service checkouts going, really hate them!
Then here comes the one that will have irritated many of you I’m sure..
5) Long queue at Asda outlet. THREE people all standing on the shop floor doing nothing but watching the queue and talking to each other. They weren’t helping any customers because they were all in the queue.
Oh and another common irritant;
6) Discount price cards tagged through t shirts. Cut it off and there’s not one but 2 holes. Idiotic.

Now, you could say that there isn’t anything stores can do about the above. But there is actually. You know what sizes go first, make more of them! Have an order in service from other stores in the chain. Put at least one member of staff on a checkout, we know you are saving money but actually it’s easy to go somewhere else when just buying snacks so it backfires. Manage staff properly and encourage them to use their initiative such dealing with long queues and staff not doing anything! Have a written procedure for attaching cards to clothes! You’d think it was common sense but the ridiculous amount of times it happens it just supports my belief that common sense is a skill and a difficult one to teach at that. Encourage them to use their initiative! See here for more tips!

Got some bargains though so can’t complain too much….

But should you need to email the CEOs of the above here they are:

Contact Marks and Spencer CEO
Contact Asda CEO
Contact Next CEO
Contact Boots CEO and
Contact Home Sense

 

 

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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):

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 here.

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 🙂

 

 

 

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