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 the whole story so far see Case study: Tesco and a consumer champion
The post below is from 2012.
I had a right beef with Tesco!
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:
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!
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
Update to this post. Do have a look at the other Tesco posts some are more amusing 🙂