Tesco pudding leaves very bad taste ~ Tesco-Complaint

Wednesday, January 03, 2007

Tesco pudding leaves very bad taste

Barrow-in-Furness Tesco is just like many other Tesco stores in treating customers as though they are all untrustworthy charlatans. Heres what the North West Evening Mail reported today:

LIKE a plump Christmas pudding, retail giant Tesco has landed itself in hot water over a festive dessert. Two sisters, Margaret Tucker, 65, and Lorraine Hill, 57, are steaming after cashing in on what they had thought was a 20 per cent discount on Tesco’s finest pud. They spotted the bargain while shopping on December 5, but later that afternoon they noticed that they had been charged the full price.

When Margaret returned to the store three hours later she took one of the managers round to show her where she had picked up the bargain. But to her amazement the display and the 20 per cent ticket had vanished. The manager at the store — who came on duty after the sisters had done their shopping — insisted there had been no such offer that day. Then the customer services desk said no such offer had ever existed. When the pair wrote a letter of complaint the store wrote back saying an offer had existed but ended a few days earlier. The letter claimed that all discounts signs had been removed before the pair’s shopping trip.

The sisters visited the store a second time to meet another manager and to view CCTV footage in the hope of finding evidence to back their case. Lorraine said: “Despite the fact there are cameras all over the store — and one very close to where we had picked up the pudding — we were told the cameras do not work all the time.”

The sisters, who are demanding an apology and an explanation, insisted they had not imagined the discount. They claim the discount signs should have been removed if the offer was no longer valid. Mrs Hill, from Mount Pleasant, Barrow, said: “I am becoming increasingly concerned that Tesco locally and nationally is prepared to stand by the humiliation of my sister in the Barrow store and implying, in writing, that she and I had some kind of joint hallucination on December 5.”

At no point did the store offer to give them a free Christmas pudding — only a full refund. To add to the confusion the sisters received another letter from Tesco customer services in Dundee shortly after contacting us, in which they now blame tills for not registering “the multi-saver purchase”. They claim the tills have now been fixed and apologised for the inconvenience. They said the complaint would be passed to Barrow store manager Rob Alexander. Mrs Hill has now written to Mr Alexander to see if he can help.

We have since contacted Tesco and they promised to look into this fully. They apologised for the sisters’ troubles. A spokesman refused to be drawn on whether they had implied the sisters were lying. He said: “It does seem to be a misunderstanding. The store is going to be in touch. “We are sorry for the distress. They could be sent something.”

We also suggested they should give the sisters £200 worth of vouchers as an apology. They can afford it, having made £2.2bn profit last year. Later that day Mrs Hill was offered flowers and chocolates by Tesco — but refused them."


Tesco Manager said...

I think that in this case these two sisters AND the Tesco store in question are just as nonsensical as each other! The Tesco store for not just giving the customers the benefit of the doubt over a couple of quid, but also the sisters for not just taking a full refund. If there was no evidence at a later time of an error, then the only logical action to take is a refund of the product. Although these ladies probably had seen the offer displayed, there are many more occasions where customer do make mistakes. For example, there was a customer at my store where we had an ongoing complaint with whereby she insisted some wine was on offer, however the wine had never been on offer at all, so it wasn't even a case of an old label being left up. She had puchased over £100 worth and was insisting on a refund and to keep the wine!
It has been more the actions of customers reporting false overcharges and claiming unreasonable refunds in the past that has made us more inclined to verify overcharges.

tesco-complaint said...

You honestly think its nonsensical for the old ladies to keep their xmas pudding once bought and sitting at home?

They clearly don't appreciate Tesco squirming around their return and refund policy and clearly particularly don't like being tacitly called liars by Tesco.

Tesco Manager said...

Well, that piece of "journalism" didn't really make it clear if they had returned back to the store with the actual product or if it was still at home. At the end of the day, if an error is made, the usual procedure is a full refund and product free. On occasions like this it either may or may not have been incorrect. Unfortunatley, if the correct tickets are up at the time of query, then it's a bit late really. A full refund can always be given, (providing it's returned as sold) then you are not out of pocket, just missed out on a discount. Oh and before you rant on about inconvenience and "petrol money", 28 days is given for a return, so it can be at "your convenience".

However, if it were me, I would have at least offered them the difference if not a full refund. Anything of low value is not worth disputing with the customer, especially, like in this situation, it would have been possible for the wrong tickets to be displayed at the time of their purchase.

tesco-complaint said...

Tesco Manager: It is very clear from the article that they went home and returned three hours later - see here:

"They spotted the bargain while shopping on December 5, but later that afternoon they noticed that they had been charged the full price.

When Margaret returned to the store three hours later she took one of the managers round to show her where she had picked up the bargain."

Tesco Manager said...

Actually, it DOES NOT mention they went HOME, you are just assuming they did. Even if they did, they may have brought item with them, usually customers do bring the product back, not just the receipt. So your "very clear" hardly describes what is written. It looks like what ever I comment on, you will just argue every aspect of it becuase I work for the company you are obsessed with, and jealous, like many others of our profits.

tesco-complaint said...

Yes you are quite right and I agree Tesco should have at least done what you suggested.

There are two of us posting as T-C. I, Richard, am very sorry you feel that either of us are attacking you. We have no such intention. We welcome your comments and participation.

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