2011-01-10T20:50:24.427+00:00If you would like to expose your Tesco complaint or story to the public and wider media immediately, rather than emailing them to TC, please post them on this blog post.
2009-12-19T01:36:30.714+00:00This blog has been swamped with complaints from many disgruntled customers over the 2009 festive period. While Tesco boast of increased profits through internet sales of toys, one family has been left waiting in twelve hours per day for twelve days and still hasn’t received Christmas presents for their cute little toddler, Andrew, aged 3, and his older brother Peter aged 8. The “12 days of Christmas” are famous as a time for receiving gifts. The “12 days of Tesco” is a sorry tale of 12 days of empty promises and bungling couriers. Tesco’s first attempt was to send Andrew a Snow White costume! On the first day of Tesco, Friday 4th December, Dorothy ordered a toy aeroplane, 4 police toys plus a Power Ranger suit for Andrew. She was told that she would need to be at home on the Monday from 7am until 7pm. 12 hours is a long time to wait, but Dorothy considered it worthwhile for the tremendous value that was on offer. Dorothy admits her house in south-west London isn’t easy to find, but gave clear directions for the delivery with the instruction for the driver to phone if needing help in finding the property. She repeated these instructions time and again in endless phone calls over the next 10 days, but no driver ever phoned to ask for help. Hoping for delivery On the second day of Tesco, the 12 hours ticked by slowly, but at 6.15pm Tesco were still confidently promising delivery within 45 minutes. Nothing arrived. On the third day of Tesco, Tesco said that they had tried to deliver but needed more information (which had already been given) to find the house. Dorothy was promised a £10 discount. Ten days later, this had still not been credited to her account.Tesco couldn’t tell what had happened to the toys as their computer scanning system had failed as it couldn’t cope with the high volume of orders. At this stage Dorothy was put in touch with Eddie who was extremely helpful if trying to progress the order and gave Dorothy his direct number. Dorothy rang Eddie many times but realised eventually that she was running up a massive phone bill as, to contact Eddie, she had to ring a national-rate number at peak hours. For the fourth day of Tesco, Dorothy was promised a 2 hour delivery slot and then later told that the couriers couldn’t offer a 2 hour slot to her address. She would have to wait in for 12 hours again. Still, it would be worth it to get those bargain toys.The hours passed and a delivery arrived. Dorothy’s blind neighbour was looking after the house at this stage. Of course, she couldn’t check the order. So when Dorothy returned, she found that there were no toys. There was no Power Ranger suit. Instead, Tesco had sent little Andrew a Snow White costume! Whilst not believing in gender-stereotyping, Dorothy didn’t think that this was what Andrew would want from Santa and thinks that his older brother Peter may make fun of him. Goods lost On the fifth day of Tesco, Tesco admitted that they had now lost the goods. They tried to get Dorothy to cancel the order. However, as the bargain prices were no longer available, Dorothy insisted on continuing with the order. On the sixth day of Tesco, Tesco found the goods and promised to deliver. Nothing happened. The weekend came and went. Still no toys. On the seventh day of Tesco, Tesco claimed to have tried to deliver on the Saturday evening, This time, they hadn’t asked the family to be at home, but they were in the house. No driver came to the door or phoned to ask for directions. Sunday came and went – the eighth day of Tesco. On the ninth day of Tesco, Dorothy tried a different approach. Instead of phoning, she e-mailed Tesco. This led to a flurry of phone calls with Tesco definitely promising immediate delivery. Dorothy was contacted by a Warehouse Supervisor called Angela. She had the Power Ranger suit and would put on a van. What about the toys? Angela seemed unaware of these, but eventually found them. She reassured Dorothy that everything was together [...]
2009-10-05T02:46:00.002+01:00Dear Mr Leahy, I write to you today as I'm rather concerned that after writing letters to your complaints address in Enfield I never seem to receive a reply? After a short search on the web I find this is not only common practice for Tesco, its actually rife! I'm left with no option but to contact you directly, and also have started a blog on the web about it, with copies of all letters and e-mails due to be posted there! The letters of complaint went as follows: First letter, was asking, quite politely why the Tesco store in Broughton refuses to stock carrier bags? Severál times we've visited the store the do our shopping however there never seems to be any carrier bags. You're often confronted with a deadpan question of "do you want any bags" - well considering I've just spent £250 in your store of course I want carrier bags. If this had happened once, it wouldn't have riled me, however it happens time and time again! My response now is just to leave the shopping there and walk out of the store. I have asked staff time and time again why there aren't any carrier bags available, the response I've had on more than one occasion is: "The Welsh Assembly have made it illegal to give out new carrier bags" or "The Welsh assembly only let us give out so many bags per year" or "its more environmentally friendly" - The Welsh Assembly haven't yet put any restrictions on the provision of carrier bags, I practice as a solicitor in Wales and the last I knew the plan was still in consultation stage... Furthermore, you cannot argue on the basis of it being more environmentally friendly, if this were your real concern you'd be issuing sustainable, recylable paper bags, the same type they've been issuing in America for many years now! The fact that your staff are willing to lie to a loyal customer is one thing, the fact that they feel you've got no right to ask for a carrier bag is one thing. After buying a basket full of shopping after work one evening, which totalled £46.51, and asking if I could have a carrier bag, the member of staff said "I haven't got any" after asking if she could ask for some more, or get some more she said "There's nothing I can do about it, I haven't got any" - so my response was to walk out of the store without the shopping and without having paid for it, hearing her grumble something under hear breath, which I shall not repeat! Further to this, as stated before, your staff in the customer care address on your website simply do not reply to letters your customers have taken time to write and spent money to post, and same as I've said there are acres of coverage on the net, which makes this out to be quite common place! Unless I receive a response, in a timely manner, I will stop shopping in Tesco stores. I've looked through my credit card statement from last year, and in total I spent: £12,272 in your stores. In a climate where your competitors are seeing their customer base increase whilst yours doesn't seem to be doing anything (hence giving away double club card points etc) it is of no surprise, perhaps their finding a better quality of service at places like: Sainsbury's; Waitrose; Morrison's and Asda. I look forward to hearing from you, and this letter can be found on the internet. Yours Sincerely, Gareth Baines [...]
2009-05-16T23:13:11.498+01:00View complaint letter and photographs sent to Tesco CEO by Ravi here:
After complaining hard, I was told that just one woman can help me – Debbie Mallerman. I emailed her to complain and it has taken exactly a week (and 4 emails) to get any response from her – which looks to be a standard response just refusing to refund.
How can they justify charging someone for a 10 week service when they cancel within an hour of signing up? It is not a lot of money but out of pure principal I am seething and have pledged to boycott Tesco completely – they will lose more than the £30 from me that’s for sure.
I know what you’re saying – its £30! But it is the principal. Tesco probably have a few thousand off me over the year and I feel that a little flexibility is appropriate in order to maintain happy customers. I run a business and would not dream of ostracising a customer in this way. If this is the way Tesco want to work then they will lose me, and I will become a permanent fixture in Sainsburys. The old saying look after the pennies and the pounds look after themselves translates well to customers too. I may be just one tiny speck in the Tesco spectrum, but if they upset enough of us, they’ll start to feel the pinch!
2009-02-16T00:27:13.267+00:00Chickens, Hugh and Tesco Poo: The awfully arrogant Tesco spinnerView here: http://video.google.co.uk/videoplay?docid=2126270640859779693&hl=unYou may have seen the second documentary earlier this week by Hugh Fearnley-Whittingstall on Channel Four, highlighting some of the horrifying conditions that cheaper Chickens endure before being slaughtered.The disgusting PR arrogance from Tesco HQ at Cheshunt was enough to make customers fume at their TV sets. It's labelling is 100% accurate and all its chickens live in harmony... right?TC has been inundated with comments about the contents of the programme. We'd like to hear more of your views - so why not post your complaints in response to the programme on this post.Will you be buying Tesco chickens again? Or are you now buying 'free to roam' only? What do you think of Tesco's response?Here's a selection of complaints received by TC on 31st January 2009:Dear Sir/Madam,As a loyal Tesco customer I was extremely dismayed to watch Channel 4's Hugh Fearnley Whittingstall's documentary on your treatment of chickens. Not only was I horrified by Tesco's interpretation of the RSCPA standards, and of how far short you fell of actually adhereing to these basic guidelines; but I was angered by the treatment shown to anyone who dares to challenge your practices. I consider this treatment corporate bullying at its most powerful.This behaviour is something that has been highlighted to customers in recent times through several mediums and something which I feel strongly against. Your PR response for this show was arrogant and typical of what one has come to expect from a powerful chain like Tesco's.As a result of your treatment of us mere mortal customers and small shareholders I have decided that I shall never shop in your store again, choosing stores that treat people with respect and social conscience instead, and I look forward to sharing my views with many others.Yours Sincerely,Aoife Kelleher Gareth said... Re : Intensive Standard ChickensComplete corporate arrogance - well just watch Tescos.... people power will win the day and ultimately MAKE you take action because the only thing you understand is ££££££.Im taking my £5000 p.a shopping business elsewhere and never stepping foot in a Tescos ever again.Bye Bye.And another complaint, also received today. Alison sent a duplicate to Sir Terry Leahy:To Whom it may concern, Firstly, can I ask why it is so incredibly difficult to find an e-mail address so I can write to you...There is not 1 general contact e-mail on you website. The reason I am writing is to register my utter disgust at tescos after watching the Hugh Fearnley Whittingstall's channel 4 programme about your lack of policy and disgraceful underhand tactics with regards chickens. I must spend at least £300-£400 each month at your various stores, so I am not just a do-good hippy jumping on a band-wagon. Your company makes billions of pounds profit every year, yet you seem to be happy to put basic morals and basic animal welfare below the need to make still more money. I doubt your'e overly interested in my complaint or my concerns so I will keep it brief.....unless you change your policy and begin to act responsibly, I will no longer shop at your stores. I have written my club card details below so you can confirm this. With this regard, even in the current economic climate, you have shamefully underestimated public opinion. Regards Alison HoldenRECEIVED 15TH FEBRUARY 2009Dear Sir/Madam Re: Hugh Fearnley-Whittingstall and Tesco Chicken program After watching the highly publicised ‘Chickens, Hugh & Tesco Too’ aired on Channel 4 on the 26 January I feel compelled to write to express my disappointment[...]
2008-12-16T02:33:38.029+00:00Phil Barnes sent in this email to TC on December 11th:(image)
Here’s a snippet of a complaint I sent to Tescos…
I write extremely angry and frustrated at the shoddy service provided by Tesco online. After hours of searching and selecting for products online, entering my personal and bank details I finally place my first order online, due to be delivered the next day between 9 and 11pm. I didn’t mind this effort as it would save me having to go shopping for some stocking fillers; I don't have much free time.
The order arrives and I'm informed by the driver that some of the products have been replaced with others due to stock shortages. Fair enough I said, expecting a couple of items to be replaced with alternatives. On checking the invoice 17 or the 20 (approx) items I ordered had been replaced. To make matters worse, the prices were not comparable. For example an item costing 50p had been replaced with an item costing £7.99. All in all the total shopping bill had gone from £15 to £60 (approx). I find this ludicrous that common sense didn't tell someone that this would be unacceptable to me.
At this time I am still awaiting a call about refunding me accordingly but I guess it's not a priority to you. You have completely wasted my time and I am unsure how I am going to find time to repeat the process. As you can probably expect, I will not be shopping with Tesco online again. I have fear of ordering £100 of shopping and getting £500 bill. In fact, I am that annoyed, think Sainsbury’s can now take my £1,000 per month spend.
I can't even believe I have wasted more of my time writing this. Idiots.
2008-12-09T05:36:56.795+00:00I read in the paper yesterday that you have empowered your sales personnel to decline selling alcohol to adults accompanied by teenagers or underage persons on the off chance that they may break the law by passing it to the underage person.
2008-12-09T05:37:26.776+00:00Good Morning Sir Terry,Some background information on me - I am a disabled person with both physical and mental health issues. I do not like crowds, suffer paranoia and struggle to stand/walk for long after fracturing my back some years ago.I have just returned from your Fforestfach, Swansea store, where I was assaulted, because of your poor handling of the release of Grand Theft Auto for the Playstation 3 and X-Box 360. I decided too late that I would like GTA and was unable to pre-order a copy from the usual games retailers. Knowing that Tesco sells games and is often competitive on price, my Wife phoned the store yesterday evening to check they were going to have stock. We were told that they had plenty, there was no need to queue early but they could not confirm the price.11.35 arrived and we set off for the store. We arrived approximately12 minutes later and entered the store, heading immediately for the games aisle. I didn't see the point of getting the electric buggy as usual as I wouldn't be doing a lot of walking. There was a queue already formed but, it didn't seem too large so we joined it. At this point I commented to my Wife that we may not get a copy but as it was approaching midnight, we may as well wait. On or just after midnight, the queue rapidly moved forward. It soon became apparent that instead of placing the games on the shelves, they were going to be sold from the customer services desk. I walked as quickly as possible and soon became embroiled in a scrum of people to get a game. This was an extremely difficult thing for me to do because of the amount of people and their close proximity to me. There were several people that were pushing in and forcing their way through to the front. I stood my ground despite being jostled and pushed back and forth putting pressure on my back. Suddenly out of nowhere, I was punched or elbowed in the ribs. I stood there for a moment afraid of what to do and then, enraged, I left the queue to complain to the security guard.I explained to the security guard what had just happened and I now apologise for my use of language towards him. You have to remember that I had just been hit and was quite upset to say the least. I asked him who was responsible for the situation. He advised it was the problem of the Duty Manager and duly went to make a call for him. The Duty Manager some moments later meandered up to me. I explained what had happened yet again, still quite shaken by the whole thing. He informed me that it wasn't his fault but that of the Store Manager for choosing the method of sale. Now, I am not stupid, I realise that having dozens of gamers wandering around with their copy of GTA could pose a security risk but, the organisation was a big problem. I reiterated this point to the Duty Manager who spoke to a colleague on the security desk and wandered off to check the CCTV footage. Some time passed whereupon he meandered back to me with his hands in his pockets head bowed. He duly asked what I expected turning up when I did quoting the time on the CCTV. He said there were people in front of me who deserved to get their copy first.He implied that I had not queued and was trying to get a copy by dubious methods. I again reiterated that it was not about actually getting a copy anymore but about being assaulted. I had given up on getting a copy as they had run out of PS3 copies whilst he was reviewing things. There were people in the original queue behind me, that actually managed to avoid being assaulted, and stay in the scrum, who received a copy of the PS3 version. At this point, we left.The whole management of[...]
2008-12-09T05:37:33.757+00:00(image) I am writing with regards to a loaf of Thick sliced Wholemeal Kingsmill Bread I purchased from Tesco in Leyton E10 on 23rd April 2008.
2008-12-09T05:37:42.512+00:00Hi, Just had a bad experience with Tesco... for the sake of 30p. This is the email we just sent them which explains it all... Dear Sir, My partner and I have been customers of Tesco for some years now, both instore and online, and have always felt valued and cared for as customers. Unfortunately, that experience has come to an abrupt end! Having placed an order online on 18.04.2008 and received a confirmation email, I was contacted by telephone this morning, Saturday 19th April 2008, to inform me that my payment was not authorised. The advisor offered to call me back within five minutes once I'd obtained my card details. She never called back. Upon further investigation I discovered the reason for the payment not going through; although I had left £35 in my account and the order was less than £34, a £2 debit was removed from my account to verify my card details.I called customer services who transferred me to the store responsible for the delivery. The manager explained there was nothing he could do, not even remove 1 item from my shopping as there was less than £1 difference. He blamed my bank for not re-crediting the £2 in time. This resulted in me calling my bank three times and Tesco customer services a further two times as each company blamed the other for witholding the £2 that caused my payment to fail. As a working couple with two young children we were relying on this shopping as we can't get to the store without spending £15 on taxi fares. This experience has left me very upset and worried as we know that we can't spend that amount of money and get the same volume of products and quality from a "convenience store " that we've always received from Tesco. Due to this, my partner has had to come home from work earlier, sacrificing a days pay as we have no food in the property and need to get to a supermarket before we're left with no provisions for the entire weekend. I am hoping that you will be able to give me the kind of service I've come to expect and reply to this email with any suggestions you may have regarding my situation. I am hoping that I do not have to remove my custom in favour of another retailer. Not holding out much hope of getting it resolved. Oh well, we'd better start walking down the motorway to the supermarket 10 miles away or our kids will starve. [...]
2008-12-09T16:52:04.923+00:00SOURCE: BBC NewsA grandmother from Merseyside has applied for planning permission to demolish the home of Tesco chief executive Sir Terry Leahy. Dot Reid is retaliating against plans to bulldoze her home and 71 others in Kirkby, to make way for Everton's new stadium and a Tesco supermarket. The 58-year-old said Sir Terry, who lives in a mansion in Hertfordshire, deserved a taste of his own medicine. She plans to turn the site of the Tesco boss's house into a community garden. The grandmother lives on Spicer Grove where there are a mix of bungalows and houses, which would be bought under a compulsory purchase order and demolished under the plans. She helped set up a housing co-operative which was given government money to build the homes, which were finished in 1992. I want Sir Terry to have a taste of what we have to put up with Dot Reid She said: "These are more than just houses, they are homes. "I have been living under the threat of losing my home for 18 months now and it is very stressful. "I want Sir Terry to have a taste of what we have to put up with. "When we found out about the plans by Tesco and Everton, we thought it was disgusting." Mrs Reid has submitted an application to Welwyn Hatfield Borough Council in Hertfordshire for permission to demolish Sir Terry's 1930s mansion in Cuffley. 'Publicity stunt' Mrs Reid has plans for the site. "It's going be a nice community area. Trees and ponds and a little play area for the children, somewhere for the old people to go and sit and relax." A council spokeswoman said: "Welwyn Hatfield Borough Council has received a planning application from a resident of Kirkby relating to the demolition of a property in Cuffley and use of the space as a community garden. "This application will go through the normal planning process." A spokesman for Tesco said: "This is just a publicity stunt. "Unlike this application, for our application we spoke to hundreds, if not thousands, of residents in Kirkby, the vast majority of whom recognise this is a once-in-a-lifetime opportunity which will create 2,000 jobs."*****THE APPLICATION ITSELF CAN BE VIEWED HERE:https://fastweb.welhat.gov.uk/detail.asp?AltRef=S6/2008/0668/FP&ApplicationNumber=&AddressPrefix=&submit1=GoActual Documents open as .PDF file!*****[...]
2008-12-09T16:53:05.458+00:00I have emailed the letter below to firstname.lastname@example.org and email@example.com after a really distressing experience this evening.I placed the above online grocery order and arranged delivery for 28th March 2008 between 9-11pm. The driver arrived at 9.10pm approx and straight away i noticed that my order was not 'in carrier bags' as requested. Furthermore the order contained 2 items of dog food, one bag of dried dog food plus six tins of dog food - i do not have a dog. It also contained a packet of 6 snow ball cakes, which i had also not ordered. There was only one '21 pack' of walkers crisps - i had ordered 2, and to be honest this was the final straw. Myself and the driver began to 'tick' items off on the receipt but it became clear that the order was a complete mess, the driver said it would look badly on him as he was limited to time spent at each address so i asked him to take the order back. He advised me to telephone customer services to re-arrange the slot which i did soon after. I explained the issues to the operator and they arranged re-delivery for the following day - 24 hours after my original order. I also explained that i do my shopping online as i am disabled and have a young child at home, and we now have no food. The operator apologised - i also pointed out that as my delivery was completely messed up through NO fault of my own i objected to paying delivery charges, he said 'Tesco delivered your shopping - you sent it back!' - is this what you call customer service?? My order was totally incorrect, packaged incorrectly and now i'm told its my fault and expected to pay for an inferior service. The call ended.I then went to log into my Tesco account to check the change of delivery time, to my surprise the total amount of my shopping had increased by almost £20! Again i telephoned customer services only to be told that as the 'home delivery team' worked short hours there was no-one available to find out the reason. I requested that the order be cancelled completely.Now this leaves me with not only no shopping but no further funds to do my shopping elsewhere as the funds have been debited from my debit card and upon speaking to customer services for a third time i am advised that it can take up to 5 days for a refund. I really cannot believe that i could be left in such a complete and utter mess and no offer to rectify the situation. None of this is my fault and i will certainly think twice before using Tesco again - which is a real shame as i have used Tesco for almost 12 months now - but i suppose my business hardly makes a difference.I just hope someone in a similar situation to myself may not have to experience anything like this, i will be sending a copy of this email to Watchdog and Motability Magazine as i think you're customer service is non existent.I would like to continue shopping with Tesco but do not feel confident my custom is valued or that you are able to provide a basic delivery service.I hope you are able to get to the bottom of these problems and look forward to speaking to someone in authority who is able to take ownership of this and bring it to a mutually acceptable conclusion.Yours FaithfullyMrs Diane Dawson[...]