Terrible customer service - this time it's TESCO

Probably send the label back to Tesco pointing out the error and no doubt you will get a refund, perhaps also extra as a goodwill gesture, far easier than dealing with the shop

Obviously there shouldn't have been any question of you getting a refund. I'm amazed the assistant considered arguing about it a good use of their time - there's an error on the label that made you do something that had the potential to cause harm. The cooked meat could've been frozen before it was put in the meal so shouldn't be frozen again.

I would've taken it back too if I'd noticed and I was going into Tesco anyway. Tesco made a mistake, they needed to put things right for you. Most shop staff would've responded sensibly and reasonably, you were unlucky that you spoke to someone who couldn't apply logic to an out of the ordinary situation.

I freeze loads of stuff that says don't freeze. If the food is cooked through, freezing it is unlikely to result in food poisoning, although it may not be as enjoyable and the cream could separate. That said, Tesco should have treated you better. I'd raise it with head office because of the conflicting advice on the packet.

This isn't true. I used to work for a tesco own brand supplier and complaints was part of my job.

What happens is, the customer goes in and complains (quite rightly in OPs case, that's a serious error on the packaging)

The customer service person logs it on their system, and retains the item/packaging. They refund the customer.

An email is generated that goes to the factory with the complaint details. The factory sends the tesco branch a stamped addressed envelope to send the product back to the factory.

The factory recieved the product and/or packaging and conducts an investigation. This would involve the people who wrote the packaging specification.

An updated spec and packaging reprint would be needed in this case. It sounds like it already happened (most likely because of customer complaints!) as OP says the current products don't have the snowflake flash.

The factory would write to the store with an explanation, or the customer directly if they provided their details.

OP, use the tesco chat bot or write to Tesco Stores Ltd.Welwyn Garden City AL7 1GA U.K and complain both about the product and the service.

@wasntlikethisinthegoodolddays so it seems the mistake on the packaging was realised and they've changed it.
Issue over.

This is so pathetic it’s depressing. £4. To actually come on mumsnet to complain about it too. Do something with your life OP 🤦🏼‍♀️

Ah sorry missed your pic! That’s very odd then.

If helpful, I freeze the Charlie Bigham meals even though they say don’t freeze and never has an issue.

OP

Tesco have been good via telelphone re odd complaint when we first started having shopping/online del at our home

You made the fundamental mistake of going back to the local Tesco or any Tesco for that matter. You need to call their customer services and I'm certain you will get a satisfactory resolution!!

HTH

Edit: missed OP’s image, ignore this post

To be honest there's not a lot the sales assistant could do except apologise and give a refund.
They would have no way of contacting the packaging design team. The store manager wouldn't either.
They could report it to the next level up (area manager) who would in turn have to pass the complaint on to higher.....and would then probably then get lost in a sea of other messages.
@wasntlikethisinthegoodolddays you should send an email to customer services directly.
Keep it simple and factual that there is confusing/incorrect wording on the package.

The not suitable for home freezing instruction doesn't mean the food will harm you if frozen, just that it won't taste as nice. I freeze things with that instruction all the time.

She was in the wrong but you shouldn't have gone back to store. Should have emailed customer services head office with the pics. In store assistants won't be in a position to organize changes to the packaging for future batches.

Tbh I would have eaten it anyway and then just sent them the label back so that they could rectify it, I couldn't be bothered traipsing back to Tesco to argue with a shop assistant over 4 quid.

@RookieMa which label should the OP have read? The one on the front or the one on the back?

She hates customer's who have a valid complaint?

RookieMa · Today 09:10
My DD works PT in a shop and she tells me they all absolutely hate customers like this

If she is anything like you I'd say the customers absolutely hate her too.

Your daughter sounds like she's in the wrong job.

So it had a freezer sign on the front but different instructions on the back, not suitable for home freezing generally means quality will not be the same rather than food safety so I would have probably ate it anyway, if it was unsafe wording would be much stronger.

In Waitrose there are notices up in the store at the fridges saying what can't be returned, including fridge stuff, maybe Tesco should have done this

Definitely contact the head office or complaints dept or whatever. If a packet says one thing, you shouldn't then have to closely scrutinise the rest of the packet just in case it there is further conflicting info!