Terry Nunn
- Location: London Road, Dover
- Registered: 12 Mar 2008
- Posts: 4,302
As I don't seem to be getting very far with a problem that I had two months ago I thought that I would make public my e-mail sent this morning.
"Attn Rose Zielinski.
Dear Ms Zielinski,
I will if I may précis previous events and correspondence.
On Sunday 16th March while packing my shopping the top came off a bottle of floor cleaner. The liquid soaked my shirt, splashed my face and, had I not been wearing glasses, would have gone into my eyes. The lady at the check-out merely asked if I wanted a replacement. I responded by saying that if the bottles were faulty I most certainly did not want one. I then had to ask for a paper towel in order to wipe my face and glasses. I asked the lady to report the product and advise me what was being done about it. I was told that I would have to go to customer services. I made the point that I was soaking wet with cleaner (the ingredients might have been anything) and had no intention of queuing up to explain what had happened. I asked her to put on her red light to summon someone to take details while I continued to pack.
The young man who came repeated that I would have to go to customer services.
I stood my ground and made a fuss whereupon he did take details which included the product and our Clubcard number. It seemed to me that the two people involved had no idea about what to do in what was to my mind a health and safety situation.
Hearing nothing, I e-mailed details on 31th March and had an auto reply.
On 22nd April, over one month after the event, I had an e-mail from you containing the following:-
"Our Store Manager, Mr Peter Watson, has been informed of your complaint and was also very concerned about what had happened. You will be contacted as soon as possible, once the matter has been fully investigated."
I have heard nothing from Mr Peter Watson. I would have thought that after two months he might even have found the time to lift the telephone and I am so appalled at the lack of customer care that it is likely that we as a family will no longer shop or buy petrol from you store. This is a great pity as most of our weekly shopping had previously taken place in the Dover store. We now find that we are unable to purchase such a wide range of goods in the other supermarkets and spend a lot more time visiting several stores instead of one. Also the convenience of being able to purchase petrol on the same site was an added attraction."
Terry
Quis custodiet ipsos custodes?
Why am I not surprised? Oh, yes, it must be because I have had simlar experiences...and so have my friends......and others......Customer Care? Don't make me laugh.
Guest 653- Registered: 13 Mar 2008
- Posts: 10,540
Perhaps it's a case of "too big to care" Terry. It is a disgrace though that they haven't responded to you - try going higher up - if you can find any contact details.
Too many peole just don't give a (I was going to put a naughty word here, but it is a public forum, so didn't) stuff.
Perhaps it's also a case of people being out of their depth in their job - the "Peter Principle" - people being promoted above their level of competence.
Roger
Terry Nunn- Location: London Road, Dover
- Registered: 12 Mar 2008
- Posts: 4,302
It was the attitude that riled me Roger. "Not our problem go see someone else". They expected me to queue up dripping wet in floor cleaner, all I wanted to do was to go home have a shower and change my clothes.
Routine used to be spend part of Saturday morning shopping, rest of morning putting things away. Half a day gone.
Routine now is, I get the 16.36 15 bus to Canterbury followed by the 17.25 Uni Darwin bus. Meet Maureen, drive to ASDA, do the shopping, home and feet up by 20.00.
Saturday now free, don't know why we didn't do it earlier.
Petrol's cheaper as well!
Terry
Quis custodiet ipsos custodes?
Good on yer!! Good outcome! If you go higher up with those people you end up coming out past their tonsils.........
Terry Nunn- Location: London Road, Dover
- Registered: 12 Mar 2008
- Posts: 4,302
I resurrect this thread with an update. This is the text of a letter posted today:-
Dear Mr Watson,
Ref TES4937530X CC No 63400402275169131
This is an extract from an e-mail from your customer services department:-
"Our Store Manager, Mr Peter Watson, has been informed of your complaint and was also very concerned about what had happened. You will be contacted as soon as possible, once the matter has been fully investigated.
I am confident that when you hear from Peter, a satisfactory conclusion can be reached in order to resolve this unfortunate incident."
It is now three months since the incident and nearly two months from the date of that e-mail. I have heard nothing.
I cannot believe that you are ignoring what is to my mind a customer health and safety issue. If you check our Clubcard number you will find that it is some time since we visited any Tesco store. This will remain the case until some satisfactory reply has been received.
Please respond with (A) what has been done about the problem and (B) why you have been so lax in responding.
Terry
Quis custodiet ipsos custodes?
howard mcsweeney1- Location: Dover
- Registered: 12 Mar 2008
- Posts: 62,352
this probably happens quite a lot with so many branches.
i would imagine that they would build into their costings, that they will upset a certain number of customers.
this always happens when an institution becomes so big.
They have such a monopoly they will not care about a few of us. It's a monster.
Terry Nunn- Location: London Road, Dover
- Registered: 12 Mar 2008
- Posts: 4,302
It seems Mr Watson, the Dover manager, is cast in the corporate mould. To date he has ignored my letter.
ASDA tomorrow again then!
Terry
Quis custodiet ipsos custodes?
Perhaps I can use this as a useful Corporate lesson in How Not To Do This!!!!!!
Terry Nunn- Location: London Road, Dover
- Registered: 12 Mar 2008
- Posts: 4,302
"I don't belive it!" Cor blimey mate, getting into 4291 territory here. Just had an email from "Customer Services".......
Win a year's shopping at Tesco!
I am lost for words.
Terry
Quis custodiet ipsos custodes?
howard mcsweeney1- Location: Dover
- Registered: 12 Mar 2008
- Posts: 62,352
seems like they are all heart after all.
would not get that at the co-op.
Have you got a years free shopping, the opportunity to win it, or a flyer about getting the opportunity to win it....!!!!????
Confused of Dover
Terry Nunn- Location: London Road, Dover
- Registered: 12 Mar 2008
- Posts: 4,302
It looked like a scam Bern, I didn't click the link, I consigned it to the bin.
Terry
Quis custodiet ipsos custodes?
Guest 660- Registered: 14 Mar 2008
- Posts: 3,205
Terry ....oh ...Terry.... did I see a Te**o van outside your house this afternoon,have you collapsed your campaign against them,or is all forgiven,we want the truth.
If you knew what I know,we would both be in trouble!
Terry Nunn- Location: London Road, Dover
- Registered: 12 Mar 2008
- Posts: 4,302
Can I never do anything without being observed?
Here is the long story.
My wife works at UKC. Tomorrow is Congregations. All the students get whatever they have been awarded and get their pictures taken in their gowns with their mums and dads holding their piece of paper that will ensure that they get a good job in the big wide world.
Maureen's department, SECL, or the School of European Culture and Languages hold a small "do" for the students and parents. Various firms supply different things for it. As it happens the most convenient supplier of some items is Tesco. However, Tesco will not deliver to them. I relented and said "Ok have it delivered here".
So now, I have filled up the King's Hall and our freezers with ice, my dining room is full of orange juice and bottled water and there are peanuts and crisps as far as the eye can see.
But I still go to ASDA.
Terry
Quis custodiet ipsos custodes?
Guest 666- Registered: 25 Mar 2008
- Posts: 323
I wouldn't hold your breath, you'll go blue, my experience is that you go to 'Customer Services' who then tell you they cannot deal with 'In-Store' anymore, but have to escalate it to 'Head Office' whereapon it is promptly mislaid/forgotten/shredded and you never hear another word of it.
Oh Boy!, That'll be the day.........
BuddyG you beat me to it!
It seems nowdays Store Managers dont have as much "clout" as they used to and their strings are pulled from head office. A few times in different stores ive had to stand there in front of the manager and phone head office to get a problem correct.
Im sure a call to Tecso customer services will have the manager contact you back.
Terry Nunn- Location: London Road, Dover
- Registered: 12 Mar 2008
- Posts: 4,302
It's customer services at head office that I've been dealing with Dave.
Tesco at all levels don't seem to care.
Terry
Quis custodiet ipsos custodes?
Ah, im with you!
Looks like theirs nothing more you can do expect avoid using them. Its a poor state of affairs when head office dont even get back in touch.