A Tesco "Manager" replies... ~ Tesco-Complaint

Wednesday, December 20, 2006

A Tesco "Manager" replies...

I am a manager for Tesco. Firstly, I just want to make one point, no one is forced to shop at Tesco, if you have so much complaint about it, simply don't shop there. How boring life must be to spend time moaning about a supermarket! I have no complaint about my company, and the only bad treatment I have ever received is at the hands of customers including acts of unjustified aggression and threats of assault If any of you had the slightest idea about the work and effort that goes into providing the service to the customer at Tesco then you may think twice about the comments posted on this site. I just think that everyone is jealous of Tesco's position and no one likes to see anything successful. Why don't we celebrate a great British company.

My second point is about all these comments and dedicated websites on Tesco mispricing. Yes I admit on occasion there will be some pricing errors, either human error where a member of staff misses changing a label over or a computer error centrally. However, there are systems in place and a dedicated department to make sure prices are correct. Tesco is not intentionally over charging customers. Concerning the over charging policy, this is provided for as a gesture of good-will as way of apology for the inconvenience of being overcharged. Although it is VERY apparent that many "customers" are making a career out of this generous policy by intentionally purchasing high value products they believe will scan incorrectly. It is under these circumstances a refund may be refused by management and the "customer" banned.

Furthermore, it is well known that some criminals will intentionally swap labels around and even attempt to print their own labels to make out they have been overcharged. So if "customers" request refunds under suspicious circumstances then YES refunds should not be given out and these people banned from store.

Tesco-Complaint response in the comments section...

144 comments:

tesco-complaint said...

(1) Many of the complainants here have given up shopping at Tesco and none of the operators of this site any longer shop regularly at Tesco;

(2) You suggest those complaining on here must have boring lives for complaining which should bring to your own mind a question about the quality of your own life given you are in fact complaining about people complaining;

(3) You are quite correct that any customer who interferes with price labels is committing a criminal offence (attempt/actual obtaining property/pecuniary advantage by deception contrary to the Theft Act 1968) however you seem to not appreciate the fact that Tesco's rampant mispricing (far more prevalent than any other retailer it seems) is a criminal offence of misleading price indications contrary to the Consumer Protection Act 1987 and causes much more financial loss to Tesco's overcharged customers. However if you notice the "customers" here do not refer to Tesco Managers as "criminals"; perhaps following your instruction we should now refer to Tesco and its managers as criminals?;

(4) As mentioned before we invite you to write about the bad experiences you have received at the hands of Tesco customers - we cannot appreciate your experience without you giving details;

(5) It is extremely hard to find a Great British Company nowadays if you do not measure greatness by reference to expansionism and profit alone. One of the few examples of a Great British Company with outstanding customer service is Viking Direct. Perhaps Tesco could contact them to learn about responsible corporate governance and the provision of good customer service?

Al said...

If Tesco were doing a good job in providing customer service in the first place then there would be no need for this site.

Then, as you suggest, we could all go and find something more interesting to do...

Tesco Manager said...

I wouldn't describe the pricing errors in Tesco as rampant, and even though I am manager for Tesco I am also a customer and have never been overcharged for anything. In fact I've only been overcharged in the small retailers! I know for a fact that the system we use in store to implement price changes are quite robust but like anything are subject to human error. It is very easy to accidently miss one label change, and it is these errors mostly that come to light. However, we are the only supermarket that offers a full refund and keep the product free policy I believe. It just seems that everyone thinks there is some corporate conspiracy to over-charge customers. As soon as we know of an error we do everything we can to rectify the issue. I have worked for other companies in the past and not noticed any difference in the amount of mispricing. As far as the law is concerned im sure it's in place to stop retailers intentionally misleading consumers and there is no intention on Tesco's part. Lastly, I am certain that the average Tesco store is far more a victim of crime through theft, deception, fraud and scams. Come and spend a few days on the other side and you will all have a more balanced view.

Al said...

Already have...

Anonymous said...

great article well done

Tesco is doing well and out of millions of customers only a hand full of complete tossers have got together and made this site that actually adverties Tesco god i love google ads haha owned

Anonymous said...

Why does it take Tesco so long to refund clubcard xmas money when they are aware of a problem for six weeks (resulting in a customer not receiving their own money for xmas)?

Tom said...

I had no complaints about Tesos or their staff till Friday just past (22nd December). I bought a PC game on the Thursday, took it home and installed it. My PCs all meet the requirements of the game (Rainbow Six 3: Vegas (they actually are way ahead in all honesty) and I was well looking forward to spending some down time playing the game.

Unfortunately that wasn't to be as the game would install, but not play. I checked everything out over a few hours and then started hunting on the net for similar problems that people may have posted. Lo & behold it wasn't anything my end, as I expected, but it was the copy protection software on the DVD (securom). It basically didn't want to play with my DVD drives and legit CD/DVD creation software.

Now, the last time I had an issue like this (Ubi were the game company last time too!), I was able to return the game for an exchange or refund without any problems.

I took the game with me to the local Tescos store on Friday to see about changing the game to either another PC game or a Nintendo DS game for one of my 4 daughters, but CS staff had other ideas! First of all I was given a load of lip by the CS lady and then when I wasn't happy I was given even more lip by the CS Manager, who went on to try to teach me to suck eggs about computers. This guy didn't have a clue about the rubbish he was coming out with and kept reading the specs out from the back of the game... to which I replied with my specs. This goes on for a while and all the time the guy is treating me in a rather ignorant manner, which was really starting to get on my nerves as I was being as polite as possible under the circumstances.

I was OK until the CS Manager openly accused me of buying the game, copying it and coming back for a refund. Now I could have quite easily downloaded the game form many places as it's been uploaded for ages.

After that I just wasn't taking anymore rubbish from the jumped up arrogant idiot. That's when the 1st security moron comes on the scene and starts with some serious threats. I advised the security thug that I would retaliate if a single finger touched me.

Anyway, complaints are on the way to both trading standards and Tesco head office with the name of the CS manager and all that transpired.

I won't set foot in a Tescos store ever again and I will make sure that as many people know about this as possible. There were enough witnesses to what happened, so I think there will be many others staying away from our local store from now on after they saw how I was treated.

Anonymous said...

To the person above, all retailers do that with pc games, dont blame them, blame pirates.

tesco-complaint said...

Nonsense, pirates do not go to Tesco stores and buy and try to return. they download or swap amongst themselves. The people who go to Tesco and buy and then install and try to return games are a tiny proportion of Tesco customers. Why should all customers suffer because of a tiny minority? tesco appears not to trust any customer at all.

Anonymous said...

I work as a GA at a Tesco store in Southampton, and while I do have a number of grievances with the company and indeed the store, I would just like to make a few points in their defense. Firstly I have to agree with what the manager who started this topic said with regards to how hard Tesco staff work to ensure customers are getting the best they can. I know first hand that all staff work very hard for both the company and customers, and I also know that too many customers are rude, arrogant and totally unforgiving of even the smallest human error. However that said, Tesco itself is certainly not without fault. Secondly in regards to the poster with the PC game, I completely agree with all your comments and I agree you definately should not have been treated like that. However again that said, I must say that on the whole, Tesco and its staff do their best to ensure customers are happy, and I would recommend asking to speak to either the personnel manager or the store manager if you have any problems with customer service in a store.. they are the two best people to speak to.

Al said...

I would agree with the last comment, the majority of the staff want to help customers as best they can. Sometimes, however, they can't because they simply don't know the answer to a question due to a lack of proper training (I'm thinking of specialist depts. such as photos here) or are simply held back by rediculous rules and procedures.

Of course there will always be those who simply don't give a damn about the customers, but you get that in most places, not just Tesco.

Some customers do treat the staff in Tesco (and other stores) like dirt. Perhaps they think that the staff are somehow beneath them because they work in a shop or perhaps it's simply because they can get away with it.

I've witnessed one member of staff stand up to a customer who was verbally abusing her, but I never saw her again. I presume she was given the push or so little support she decided to leave.

Tesco Manager said...

The policy of restricting refunds and exchanges on PC Games, DVDs etc was only introduced due to the high volumes of refunds being obtained. It was very common for customers to buy CDs or DVDs play or copy them then return them for refund. Almost like using us as a free rental facilty. I'm not suggesting all customers were doing this, but an amount significant enough to amend the policy.

Secondly, in my many years experience, you would not believe the amount of entertainment and electrical products returned with claim of fault where in actual fact it was the fault of the user. Even today I had a customer try to return a LCD TV as faulty, but they had simply not switched it on at the back. They made no attempt to call the Support Line number provided or the store, but just bring it back all angry and upset. Needless to say they left with the same TV!

Anonymous said...

Hi,
I work as a dot.com delivery driver in Suffolk and will give you an insight into what I think of Tesco's. I used to think they were great until I saw what staffs have to put up with. (DOT.COM VANS) I have noticed how badly maintained the vans are, broken and missing wing mirrors, indicators that do not work, seat belts that do not return, wind screen wipers that do not work etc etc. Log the job for van repairs and the drivers still have to go out in them even if they are not repaired.

I have also seen certain people getting light loads and all new drivers seem to get the heaviest loads, favoritism at its best.

I have seen manager's use bully boy tactic's to members of staff. It seems to me that some manager's lack proper training and staff handling skills, so they try to push their weight around.

I myself have been made to go without lunch just to get the work out and arrived back in the yard feeling physically sick.

The fire doors are blocked with trays and crates off Lorries and the unloaders are too ignorant to move them out of the way. Heath and safety came round the other day and it was the only time the doors were clear.

Sorry if this is a bit off subject but Tesco's make their staff take unnecessary risks to get the job done.

Anonymous said...

I think this website is absolutely ridiculous, how sad are some people. I'm only 17 and I find it ridiculous on how people can complain so much about one supermarket.
Every business makes mistakes and the only reason Tescos mistakes are highlighted is because there are some real sad people in this world making hundreds of complaints on this website.
They do an excellent job for the size of there business. I've worked in retail and its hard work dealing with customers whom have about as much common sense as a baby.

I'd like to see all of the people making these complaints banged up in a tesco store and then we'd soon see how easy they found to run it.

Anonymous said...

shut up

Anonymous said...

The pricing errors in Tesco stores ARE rampant AND DELIBERATE! As a manager, you will know this, yet you choose to lie to the readers. NO criminals have EVER swapped labels around in Tesco stores, the staff put the labels there, and the wrong prices are often put there as Tesco likes to mislead as misleading increases profit margin. The double your difference guarantee had to be cancelled because Tesco were losing too much money through fraudulent pricing. Speical offers are OFTEN dearer than the original price. For example last year, Tesco Crispy Potatoes, price 69p. Sale price 75p with a FAKE "Was" price on the shelves, so they had actually gone up in price, NOT reduced! This is not the only example, there are literally thousands of these fake sale prices.

Tesco are the MOST crooked supermarket going!

And to customers daft enough to still shop at Tesco: take a good look at your "Free Range" chickens before you buy them: ALL Tesco chickens are pumped full of water, more than ANY other supermarket! And is it really free range? Think Tesco wouldn't do something like that? Think again! If your "free range" chicken has yellow or black burn marks on it, it's NOT free range, it's definately battery, NOT free range! And Tesco HAVE and still DO sell battery chickens as free range!
Plus, fridges often get turned off for several hours due to frequent problems with them - what is done with the meat that is ruined? It is sold as normal! yes, that's right, even years after the notorious date changing scam (which has happned since the report, as Tesco STILL change dates because any fine is cheaper than throwing out outdated stuff!), they are still trying to poison customers! Of course, "Tesco Manager" is going to BS about these cllaims, but I can guarantee everything I say on here is 100% true, whilst the Tesco Manager's statements are 90% false!

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I was in the newly opened Tesc store store
Doing some shopping whe a memberof staff pushed a large cage that they could see where they were going.
I was then forced to step back away from the cage and I where my ankle caught on a Very large jagged piece of metal. A manager came and called for maintained and a first aid person to come to us. The maintainence people were very prompt, but the first aid person took ages to come to me. In fact I commented to the manager that I could have bled to death by the time it took for the first aid person to arrive. Finally I was given fist aid with two very small plasters which was not suitable as before I had even got to the checkout the plasters had come off.
It has now been six weeks and no one has bothered to contact me to see if I was okay.
So much for proffessionism l and total lack of duty of care to its customers.
A very disappointed 60 year old grandmother