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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to write a stroppy email to tesco customer services

46 replies

tjacksonpfc · 01/02/2011 17:34

Hi all need some perspective here please. I have just sent an email to tesco customer services about one of there stores.

We went in there after school for the dcs to spend there pocket money. They both picked up 2 packets of plastacine each priced up a 97p. When we put them through the till they came up at £1 each. We went to customer services and expalined to the woman behind the counter who went off to find out the price. When she came back she said we were correct and refunded the money.

I no it waqs only 12- but thats not the point how many other people have bought stuff priced up wrong and not realised the shop will be making money off of these people.

My other complaint about them was the way they put things out on there shelfs that are on offer. The dcs wanted a small packet of mini eggs they were priced up at 2 for £1 we pick up 1 packet of them and one smarties egg also with a 2 for £1 pricing no other signs there.

We get the the till for it to come up at £1.60 we query this to be told they arent in the same offer even though they are labeled the same on the same shelf and no sign to say otherwise.

The staff get really stropy when you question things so after this last insident today I have sent an email to there customer services complaining as this is happening on a weekly basis now and only in this store.

AIBU to be really fed up with it and complain.

Sorry for the long post

OP posts:
clevercloggs · 02/02/2011 09:28

ive written very annoyed letters to them twice before

they pretend to listen, but refuse to actually do anything constructive

they even agreed with everything i said, but still didnt do anything

I would do it but dont expect a resolution

DandyDan · 02/02/2011 09:37

One that nearly caught me was on price-reduced fruit. Two packs of grapes were on offer for a certain price - say, a pound cheaper than if you bought them separately. At the end of the day, they were marked down on Reduced Prices shelves, but once they are on those shelves, the "buy two for cheaper" price didn't count anymore. It turned out it was more expensive to buy the two packs of grapes when they were on the reduced shelves, than when they were bought ordinarily. I tried explaining this to the person on the till but they said those were the rules.

Original poster
tjacksonpfc · 02/02/2011 10:23

I haven't heared anything yet i will give them till tommrow then contact the ceo.

I think its comical though how on all there adverts they make out they are so customer friendly. Maybe they should be reported to trading standards for this alone as there customer service is rubbish.

OP posts:
TotemPole · 02/02/2011 10:56

Are they supposed to refund twice the difference at all Tesco stores, including Express & Metro ones?

TotemPole · 02/02/2011 11:06

OP, YANBU to complain. I should complain more.

In our local Tesco I think it's a combination of the database not working all the time, the staff not putting things on the right shelves, not taking the yellow labels off as the offer finishes & filling up shelves with close matches that aren't part of the offer.

BornToFolk · 02/02/2011 11:06

"The thing I hate most is that when THEY make a mistake they make you queue up at the customer services desk to rectify it."

I totally agree. A while ago, I bought some fruit/veg and the cashier rang it up as the wrong thing (I really can't remember what it was - something like ringing up loose baking potatoes as sweet potatoes). I was only buying a few bits so when I checked the receipt it was pretty obvious. I pointed it out to the cashier and was told I had to go to the customer services desk to join the massive queue there! Great, so I'm inconvenienced because of your mistake. Cheers. Train your till staff properly, Tesco!

meantosay · 02/02/2011 11:32

YANBU. I HATE it when something appears to be included in a special offer and when it isn't and you query it they point to a tiny sentence at the bottom of the sign saying '100 grm packets only' or some such, It is so deliberately deceptive because they know a lot of customers won't notice at the check out if they're buying loads of other stuff as well.

TimeToStartACHEEKYDiet · 02/02/2011 11:34

tjacksonpfc

iv had this before with offers, o once wanted a mars bar and a packet of rolos for Any 2 For 80p

Except when i paid for them - oh no you cant have 2 seperate items you have to have the same one. Hmm Ermm no thats not what the sign says it says ANY 2 for 80p not Any SAME 2 for 80p.

their response - Oh well thats tesco for you Confused

wish id have complained now.

TimeToStartACHEEKYDiet · 02/02/2011 11:35

EVen the securtity guy who was sent to check the price Hmm said yes it says ANY TWO. but was still refused them on that offer. i know it was only 8p different but they shouldnt have an offer that states that and then not give you them prices.

Original poster
tjacksonpfc · 02/02/2011 17:02

Well 24 hours gone now and no reply. I will give them another 24 hours then they will get and even stroppier email from me.

OP posts:
zukiecat · 02/02/2011 20:05

This reply has been deleted

Message withdrawn at poster's request.

unpa1dcar3r · 02/02/2011 20:20

I had a to do with Tesco some time ago and did ring CS.
They had their 5p per litre off if you spent over £50, so I did, except that it came up at £47 odd. Appreantly cos I'd bought formula milk which wasn't/isn't in their offer. I questioned why at their store CS and was told she didn't actually know why but could I ring their head office and then let them know. Which I did.
Apparently it's a Law that they cannot be seen to be encouraging bottle feeding!
Hmmm. Now my questions to the nice young man I spoke to were as follows:

  1. If your company is promoting breast feeding while discouraging bottle feeding why are they continuing to sell a product they don't agree with, other than to make profit? (He stammered er um er um)
  2. Does Tesco not think new mums have enough to feel guilty about already without some corporation telling them they should be if they bottle feed? (he blustered, cough cough aha erm)
  3. How do tesco expect me to feed my GRANDSON out of my puppies? (he burst out laughing and agreed with me) However apparently that's the law (since Blair and his 3,000 laws over 9 yrs) and that's how they stand legally. Totally hypocritical and judgemental IMO
unpa1dcar3r · 02/02/2011 20:24

Something else you have to take note of in tesco is that when you buy bigger thinking that ultimately you will be buying cheaper (e.g 50p per KG for a small box but say 47p per KG for a larger size) this often isn't the case.
I've noticed this most on their pet foods; used to have an 8.5 stone german shepherd so obviously would go for the 24 tins rather than 12 but 24 tins worked out about a penny a tin more expensive than buying 2 lots of 12. I asked the staff but they couldn't explain it either.

TwoIfBySea · 02/02/2011 20:30

This is why I no longer shop at Tesco. They are notorious for this. I was constantly going to the customer services and feeling mean because it was only a few pence...every single shop.

The final straw came when the check-out assistant put the card through twice, charging me twice for the shop and putting me dangerously close to my overdraft limit just before Christmas.

I went back to the store and was treated like I was trying to defraud them or something despite the proof I had and they had. The check-out manageress and assistant store manager were so damn rude I've made sure that I never shop in Tesco. (Same assistant store manager was later fired for putting a camera in the ladies toilets, naughty, naughty!)

To note, I've shopped in ASDA, Sainsbury's and Morrison's since and only once had a mistake which customer service refunded without a whole rolling eyes rigmarole.

Tesco are evil and I encourage everyone to boycott their mean backsides!

BalloonSlayer · 02/02/2011 20:50

I can only use one particular contact lens solution and it has always been expensive but recently the price rocketed up to £9.99 for a month's supply in Tesco.

I was Shock but coughed up as hardly anywhere sells it, and I thought maybe Tesco were having to import it or something.

Then I saw it in ASDA for £6.50 or thereabouts.

So now every month ASDA gets a whole shop from me that Tesco could have had.

Original poster
tjacksonpfc · 02/02/2011 22:18

If I havnt heared back from them tommorow i will be going up a step from customer services and contacting someone higher up.

OP posts:
Original poster
tjacksonpfc · 03/02/2011 11:02

Ok just a quick update I have now sent a letter to the CEO. As still not heared from customer services telling him the problems and saying that, if i get no response from him I will be getting in touch with trading standards. We will sit back and wait now and see what he has to say.

OP posts:
starfishmummy · 03/02/2011 11:14

A friend used to work in a big supoermarket and she knows the "ropes". Spurred on by her tales I am much more assertive in my complaints; if I have to take something back because it is faulty then I ask for my travel to be reimbursed (or parking if it is a shop in the town centre). This usually results in a £5 voucher as well as the refund/exchange.

Original poster
tjacksonpfc · 03/02/2011 11:25

It's a mirale I have already had a response from the CEO office thanking me for my email and saying it is recieving there attention and they will be back in touch with in 48 hours. So we will wait and see. Maybe we should have a mumsnet campaign about tescos. Smile

OP posts:
FreudianSlippery · 04/02/2011 14:21

Hope it goes well!

I'm complaining to Argos soon as the screws in the flat pack we bought were the wrong size. Dont want a refund or exchange I just want acknowledgement that it was poor manufacturing. And possibly a voucher :o

Original poster
tjacksonpfc · 08/02/2011 07:59

Update for people that have been following this thread. I recieved an email yesterday from the customer services chief exec.

It said that the CEO had passed my email over to her and they are currently investigating the store with regards to the details in my complaint. She said she will be back in touch with me shortly so we will wait and see what happens now.

OP posts:
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