Tesco staff give me a headache ~ Tesco-Complaint

Sunday, April 05, 2009

Tesco staff give me a headache

Dear Tesco,

I have just been to your new South Road store in Dundee to do my usual weekly shop. As a sufferer of chronic headaches and recently diagnosed IBS I decided to get medication for both of these illnesses at Tesco as the local pharmacy does not open until later in the morning.

I tried to purchase paracetamol and ibuprofen for my headaches and buscopan for my IBS.
At the checkout (where three members of staff were huddled around chatting about Disney holidays) I put my messages through. WHen it came to the medication I ( and the other members of staff that were stilll chatting about holidays) were told that I couldn't purchase more than two types of painkillers.
Confused - I told the girl that there WERE only two types of 'painkillers' - paracetamol and ibuprofen. She said that the buscopan was a painkiller also. Confused, I said it was a muscle relaxant or antispasmodic.

SHe said she would have to ask her supervisor. So the box of Buscopan IBS (oh - it's clearly marked on the box) was shown to the supervisor and the members of staff who had stopped speaking about holidays. She said it was a painkiller. I said it wasn't - she should check the British National Formulary if she wasn't sure.
In the end my IBS meds were put through as a separate transaction - the mind boggles - and I suffered a lot of needless embarassment.
I am a longstanding and good customer of Tesco but this makes me want to shop somewhere else. Shouldn't your staff be taught to deal with these things a lot more sensitively? Why the hell were they allowed to hand about at the tills for so long chatting about personal things? Is there not a canteen for that kind of thing?
Thanks Tesco for making the start of my weekend so crap.
Kind regards,
Joanna Forbes
Clinical Research Nurse

128 comments:

James Leeves DM said...

1. Were you buying plain 'o;e buscopan or Buscopan plus as the second also contains Paracetamol?

2. It's the law unfortunatley that more than two types of painkillers can't be brought at the same time, take that up with your MP.

3. Staff are'nt robots, why shouldn't they have a chat, i've known medical staff to do the same when i'm being treated!

4. Couldn't have been that embaressing, you've just shared it with the world.

5. A new treatment i recommend for your IBS, is to remove your head from out of your backside. Stuck Up Customer.

Kind Regards

James Leeves
Duty Manager

Lodge Road Express
Southampton

Anonymous said...

Typical response from a manager! tosser!

Anonymous said...

What James refers to is accurate and correct. The tills are set up so the transactions can't go through, against the law, it would therefore have to go through as a separate transaction. I don't understand the problem with staff socialising either unless it was affecting the customer service. From the description given, it clearly didn't affect customer service as you were served promptly?! It begs the question to be asked...what should a staff member be doing at that time which is appropriate?! I couldn't think of anything worse if the supermarket was dominated by uncheerful robot workers.

Anonymous said...

It seems to me that the staff were only doing their job, Such restrictions are in place to protect people.

Anonymous said...

stop supporting them!

catspaws said...

I think that abuse about someone's medical condition is out of order. Buscopan is not a painkiller. Hanging around in a huddle chatting does not reflect a good image. I have had very frustrating experience with Tesco's to the point where I will not darken their doors again of let them blight my life again. There should be no embarrassment about bodily ailments. IBS can cause people a great deal of suffering & be a cause of suicide. Please don't make fun of it you might suffer with it one day. And no I don't suffer from it. The final comment reflects why I no longer shop at Tesco.

Anonymous said...

I dont know anything about Buscopan, but if there is a version that does contain paracetamol and you were trying to buy that then they were right to refuse the sale as they can only legally sell 2 packs of painkillers. As stupid as this rule is, this is a law at the end of the day. They shouldnt have actually sold the product to you in a separate transaction as it still breaks the law and it just makes the situation look pathetic.

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Anonymous said...

I don't think it's entirely due to the law, I believe the law says no more than 100 painkiller tablets can be sold in one go unless by a pharmacist.
I think an element of it is Tesco trying to cover themselves (however even 2 boxes worth of paracetamol will kill you).

Some of the tills programming is rather stupid, such as the requirement to have goods coming to the value of a coupon (even if you don't want change) - I've seen a supervisor add random things to the till to bring the total up to the coupon value. And the paracetamol limit can also be somewhat awkward - at one point the self service tills wouldn't let you buy more than 2, but didn't care if you were old enough.


With regard to the staff chatting, it's a crappy enough job as it is (I spent a summer working in Tesco), as long as it doesn't interfere with them doing their job too much I think it's fair enough.

Anonymous said...

end of world - i think not
get a bloody grip

Anonymous said...

These staff should face disciplinary action for their rudeness.
The law does not state they can only sell 2 packets at all; it is tesco just thinking they are all-important yet again.
Personally if I wanted to commit suicide, i'd pinch as many packs of tablets as I could, problem solved at the tills!

Anonymous said...

That is just awful! I also suffer from IBS and would very much hate discussing it with complete strangers apart from my Doctor of course.

Anonymous said...

It isn't the law, but Tesco among other retailers including boots, sainsburys and asda have voluntarily agreed to sell only 2 packets of pain killers to customers with the guidance of the royal pharmaciuticle society. Infact, poundland were recently in the news and were slammed because they allow the sale of 3 packs of painkillers per customer. So it isn't just tesco thinking they are all important again. If the product in question here did contain a painkiller, then yes they were right to refuse the sale of more than 2 packs of painkillers. The OP did not have to go into any detail about their condition with the members of staff.

Anonymous said...

Checkout operators are not fully trained on drugs. They were covering themselves from being disiplined, get over yourself

Anonymous said...

You stuck up customer.
Your exactly the customer i hate when you shop in tesco. Do you always have stupid complaints like this?

Anonymous said...

I think I may have a solution here. If you don`t like it, shop elsewhere.

If there isn`t anywhere else. You`re kindda stuck with the rules and you`re just going to have to grin and bear it.

Anonymous said...

Technically the checkout person was still wrong!! I used to work at Sainsbury's on the Online shopping department and you are allowed to buy 2 packets of paracetamol and 2 packets of anti-inflammatory drugs as that is the legal limit!! Personally I've been in and bought 2 packs of co-codimal and 2 packs of ibruprofen so the person on check outs needs to scrub up on their knowledge!! If it was illegal then it shouldn't have been allowed to go through on a separate transaction either as that is STILL illegal then cos it's still to the same person!!

Anonymous said...

The tills are set up to refuse.
If the person put more through, They risked their own job for the sake of someone they don't know.
Why dont you do the obvious thing, don't kick up a fuss (Im sure your not one of those people who moan and whinge *Rolls eyes*) And buy it half an hour later?

Anonymous said...

ok guys this is just some information for you guys. Iv seen a lot of people are making up the legal limits from the top of their heads. Im a pharmacist and have been trained in such matters.
The legal limit you can buy from the tills (not pharmacy tills is 16 tablets of a particular pain killer (whether that be one box 16 or two boxes of 8. The legal limit you can buy from a pharmacy counter is upto a 100 MAX, however very rarely you will be supplied with this many, as supply a quantity this size in under the discretion of the pharmacist. You cannot buy more than 100 tablets of a particular painkiller under no circumstances. The people working at checkouts are not medically trained like most people at petrol pumps or other grocers. Their is so legal requirement for them to be trained and so usually are not. Please be sypathetic to the people on checkouts who sell medication, as its not their fault they cannot answer your medical related questions. They do have to follow instructions on the till, and doing otherwise can cost them their job.

Anonymous said...

This post fro James can't be genuine, no mgr with any sense would put there name to his last comment, of Tesco found out they would get the bullit. I think his name has been added by a mischief maker. Why do people always blame companies for the behaviour of staff, you can train people but not control people every second of their working life, unfortunately people don't seem to treat each other with any courtesy any more, the sneak!

Anonymous said...

"The legal limit you can buy from the tills (not pharmacy tills is 16 tablets of a particular pain killer"

Dont you mean 32 tablets of any particular pain killer? Most painkillers come packed in 16's and people are allowed to buy 2 packs!

MIKEY :) said...

I love Tesco...! I like walking down the aisles at two in the morning when its empty :) its like I own the full shop and can take all the time in the world lol... It's strange, its like I dont have to go anywhere anymore - everything you need is there and there's plenty to go around... And things never run out or go out of stock. I do my shopping whilst wondering whats down the next line of shelves and thinking I want to eat the lot all in one go :) ... I miss something though :( we all see eachother there yet seem cut off from everyone and dont manage to socialise like we all used to... Yeah we meet - and greet and perhaps bump into a friend or a family member, or maybe see someone we fancy... but do we really shop with any real confidence? - any expectation and surprise!?? - or has our weekly trip to the big giant indoor supermarket become another burden to our lives???...

FROM A GUY WHO MISSES HIS LOCAL FRUIT N VEG SHOP lmao im only 25 aswell (it was when a was little an me mam used to yap for ages there lol).

justin said...

i work for a tesco store and the reason you wernt getting served is that you were buying 3 packets it is agenst the law for them to serve you the 3 packets they would have lost there jobs, been fined £5000 and in worse cases taken to court and wise up if someone cant have a chat for a few minuits then what can we do

Anonymous said...

anyone ever been bullied recently from tesco management?

Anonymous said...

Tesco should really teach the staff that they employ how to behave with the customers!

I was really angry the other day when a member of tesco staff verbally abused me just because I left my car near the petrol pump to visit the cash-machine. When I came back after practically 10 seconds I was welcomed back with the most ferocious shout I'd ever heard in my LIFE!

He'd asked my WHY the hell i'd left my car there.
He'd told me I was a"selfish stupid lady'. I told him that he wasn't my husband shouting at me like that and that i wouldn't be shopping at Tesco's again.Instead of walking away he answered back by saying that I wasn't the only customer 'if you don't come we will have thousands more customers!
This made me furious so I walked away.

I had a right to call the police there and then! I am DISGRACED with Tesco!!! :/

Anonymous said...

I bet you drive a BMW, what's the matter were all the disabled spots gone?

Anonymous said...

Why do you people hate tesco staff so much. I can guarantee you that i go way beyond customer service and give my customers 110 percent and still i get nasty people picking on me no matter how nice i am to them.The law is 2 packets, do you people want us to break the law just to keep you happy, would your risk breaking the law in your employment for us, dont think so, stop thinking about yourself all the time and consider other people maybe you will get some good karma, doubt it though.

SunnyD said...

^^ could not have put it any better myself.
I try harder for customers then just about anyone in my whole store, and to put up with stupid customers just because they want what they want and dont give 2 shits about the rules that we're forced to work by or anythig else... its pathetic.

If i got cut, called an ambulance and they patched it up, by your standards i could demand morphine and bitch when they tell me im being stupid for asking for something THEYVE BEEN TOLD THEY CANT GIVE OUT.

Fuckin case of shooting the messenger if ive ever seen it...

people like you are whats wrong with this world, always thinking about yourself... thanks.

Anonymous said...

Why is it everywhere you go in this country TESCO staff always seem to be a certain local type, usually with a strong local accent, gossipy, suspicious of anyone different looking, completely humourless (except for their own in-jokes which they cackle endlessly to) and always have this sort of one-eye-always-on-the clock/if they help you they're doing you a favour attitude? In my local TESCO I swear there's any army of them loafing around in the storeroom but you rarely see any of them out helping customers, or heaven forbid, actually restocking shelves, except for a few officious ones that like fussing about over nothing near tills (while the tills, incidentally, have big queues). So, are the staff indicative of the management or the other way round or are they all in this screw the poor customers together???

Anonymous said...

I hate customers like you, The tills scan the items an it says that you cant sell that item for whatever reason, its not the employees fault if they just ignored what they are told to do they could lose their jobs. And if i didn't socialise at all whilst working there i think i would have to buy a few boxes of pain killers to top myself!

Anonymous said...

The customer is always right - whatever the situation. If you dont like the job, which includes customer service, go get another one.

Anonymous said...

You (the staff) are here to serve me. NOT the other way round. Tossers! Now do the job you're paid to do.

Anonymous said...

As consumers we each come across reasons to be unhappy with a product or service from time to time.
In the majority of circumstances that unhappiness stems from a simple lack of quality.

Tesco's policies on the sale of painkillers and alcohol in the UK and Ireland while welcomed by many are applied inconsistently and ineffectively throughout their stores.

The attitude of the alleged Tesco's employees posted here (notably James and this lot) is a reflection of the quality of Tesco's investment in their staff.

Bad policy + Bad staff = Shop elswhere
Its a simple formula but one that works.

A lot of Tesco's staff don't want to work there, the job is demanding, they grow resentful of the customers, they misplace their anger because they are unable to maintain the level of service the customer has been advertised.

Oh and James (or any other Tesco employee with a similiar attitude) if you're reading this and I do hope you are because I was interested in your third point, I don't know if it's completely escaped your attention but you ought to brush up on your skills.

Anonymous said...

This is hardly the fault of your cashier, I used to work on checkouts in Tesco and the computer automatically flags up when someone is buying more than two packets of painkillers. If Buscopan was accidentally put in the system as a painkiller, then the cashier wouldn't have physically been able to sell you it as the computer won't scan a third (even if it's wrong). You absolutely can't expect someone working on a checkout to know exactly what every medication is for off the top of their heads, most cashiers are just students trying to pay the rent.
It's ignorance like this who make us miserable and rude to customers.

Anonymous said...

1. tesco cashiers are not pharmacists..if u have a genuine medical complaint visit your doctor.
2.canteen is for break time.
3.hols have to be discussed with manager usually on shop floor
4.are tesco staff not permitted to speak....get over yourself
If u dont agree with the laws of the land i suggest u contact your M.P,regarding the sale of painkillers.

Anonymous said...

to the person bitching that the tesco staff seem to be a certain type...what kind of accent are thety supposed to have..obviously they have a local accent..its where they live you idiot would you like an australian accent,or american,african perhaps oh or a bit of spanish...are you one of those snooty edinburgh types who claim to be scottish but have NO trace of a scottish accent...go shop elsewhere u moron

Anonymous said...

just in case you hadn't noticed this complaint was made about south road in dundee. james leeves (supposed tesco manager) works in southampton. why is he commenting, think someone is having a laugh. by the way i work in a dundee tesco store and i would get the sack if i had put that transaction through.

Anonymous said...

Richard William Evans ----- I get an headache or he causes my headaches, I wished I never met this person, the trouble he causes me and so on!!!

Anonymous said...

Richard William Evans ... Makes me sick!!!!

Anonymous said...

Richard William Evans .... Awful, awful,awful,awful person !!!!!

Anonymous said...

to the person who said the customers always right cum on everybody knows thats not true for gods sake grow up its customers like u tesco dont want,so shop elsewhere. i work for tesco and some customers are very sad complaining over the slightest thing. i think to myself if i was like that i would have tokill myself life is too short to complain over silly things like how many tablets can i purchase and staff talking amongst themselves while there isnt any customers sad gits god help ur family when ur at home no talking i def wouldnt like u has my partner so get a life bitch

Anonymous said...

if it doesnt go throught the til it doesnt go through the till... fuck up

madgurl_15 said...

I work at tesco and had the same problem with a lady, i explained i couldnt sell her more than 2 packs of paracetamol, then i had to call the supervisor over! I thought most people already new you cant buy more than 2 packs anyway!! And do people expect us to know all the contents of different pills we sell?! Most people understand are fine with it if you explain! And YES we do talk to each other!! its not a crime is it, i mean thats just stupid thinking we shouldnt even be allowed to chat!!!

Anonymous said...

I also work for Tesco and used to be a shift runner, I don't agree with staff being rude to customers but at the same point they do know their job better than the customers do. Legally we can only sell 2 packs of painkillers at a time. Having just looked on the internet I have found that buscopan IS classed as a pain killer so the member of staff was just doing their job, as for the staff talking to each other, I find it hard to believe that in whatever job it is that you do you don't chat to your colleges about holidays etc when your working so why shouldn't they?? There are ways of officially complaining to Tesco without posting snotty messages on here, I mean if u had gone via the official route then something may have been done about it

Anonymous said...

why are tesco managers such arseholes

Ed said...

I've had the same problem with the staff at ASDAs, ALDI and Tesco, but strangely LIDL doesn't apply the same restrictions. I have noticed however, that in many cases the level of education of checkout staff may not be greater than GCSEs/ O-levels, so you can't really blame them if they don't have the knowledge of legislation, it's the idiots in the head office who cause most of the problems, and judging by the 'manager' who posted earlier he too, is just as idiotic.

You CAN buy two packets of paracetamol, and two packets of Ibuprofen if you want. Neither pain killer interacts with the other and therefore do not have a cumulative effect. The 'two packs per customer/transaction' is a guideline and not law. The law states that only pharmacies can sell pack sizes greater than 16, and in any case no more than 100 tablets of Paracetamol or Aspirin in any RETAIL transaction. Go to www.mhra.gov.uk, for more info.

I loved the response from the Tesco manager, what lovely spelling, punctuation and grammar, I wonder which 'university' he went to! If these managers actually spent time learning about legislation that they are expected to uphold, then they would be better prepared when the general public asks a question. I note that when their staff start to stock shelves during the night, Health and Safety legislation is conveniently forgotten, I've lost count of the number of cages that are pushed out onto the shop floor and then left abandoned, along with long lines of stock placed creating bottlenecks and tripping hazards at every turn. God help Tescos when a customer is trapped during a fire because their escape is impeded due to the vast amount of stock that is left in the way! If their managers had any decent health and safety training such as NEBOSH and IOSH, they would understand the problems they are causing.

It would also be good if Tesco removed the Heads from the backsides of many of its staff, especially those who 'work' at the self service tills, my God if they can't see the brightly flashing RED lamp then they should stop talking and get on with observing, then they might be worth the pay they're given!

Anonymous said...

I just want to say to all the staff that work on till and selfservice i think we do a great job despite the few annoying , petty snippey remarks we have to put up with..... daily !!!!Tescos aim is to help customers with the enjoyment of shopping whether it be for a pint of milk or a weeks shop, we have feelings too you know and we are not robots. I think self service till are bloody hard to run and customers expect u to drop everything to attend to their needs they don't understand or acknowledge that maybe we are helping another customer...... there are up to six till being manned by one person after all.
I wish these moaners could have a go see how they coped some how i think they may find a newfound appreciation for the job....... but sadly i don't think so. as for pain killer , it is now possible to purchase anti inflammatory and pain killer at 2boxes of each i have no idea about the other tablets but it does flag up if we go over that limit it is not a cashiers fault , as for the minority of customers that live to complain well spare a thought for us hey we don't need it we will try to resolve issues that are in our powers but sometimes things happen humans aren't perfect but we have to work u know and yes it may be a menial job buti love my job as i get to meet interesting people and contribute to society , i have a good education but circumstances are not in my favour right now....... u know when u have had a bad day don't take it out on us pls oh and yes i chat......... alot but i also involve my customer and do my job what's the harm in that???


By the way managers in a whole are fabulous and are people too!!! Spare a thought i have had physical abuse from customers, insults and such would u put up with it whistling u were at work .......... didn't think so!!!

Anonymous said...

Ed, how can you possibly notice that the cashiers are only educated to GCSE level? Do they have a certain look? Also I would imagine that a lot of people who are fortunate enough to have a higher education would also be unsure on legislation. To all of you who seem to tar all tesco workers as rude and unhelpful perhaps should stop to wonder why? Is it the general assistants fault that the company they work for continually reduce staff levels so they often one person is doing the work of 4. Is it their fault that tesco will not replace equipment needed to do their jobs well. That due to unrealistic adverts made by the company many customers feel they can ask any member of staff a question or ask about any product that they will give a full detailed answer. The union in most stores is useless and to those who say get a job somewhere else it isn't that easy, if it was more people would! I have worked for tesco for 10 years and unfortunately have seen many changes for the worse. If customers really feel that they have had a Bad experience they should go through the correct channels and make an official complaint instead of slating the staff on sites such as this one.

Anonymous said...

Well...I do try and be helpful and friendly for the duration of my shift but first of all, half the staff at my store on checkouts are people pulled off other departments by inefficient managers and forgotten about. So I personally am worrying about my empty department all the time I'm on there and so may not be in the best frame of mind to really commit to customers. I consider myself a genuinely nice person so this is sad for me, but it happens.

Secondly, the working environment is just awful. Definitely blame the managers (who are probably less qualified than me, sadly) for their bad attitude and lack of knowledge, not the underpaid staff. I have a good degree, tons of work experience and voluntary work under my belt but it was the only job I could find. I feel like customers are patronising towards me when they know nothing of how hard I worked to end up in a place like that.

Finally...I was told a while ago that I might be required to work shifts for NO pay, just some hypothetical time back the month after. As I'm still waiting for time back from the last time I came in and wasn't told all the overtime had been cancelled, this is very frustrating.

You will find sales assistants are rushed off their feet, made to cover for poor managers and just generally ground down. So although there's no excuse for being rude, I'm often so depressed working there I'm close to tears and welcome any distraction, even for a short time.

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James Leeves DM said...
1. Were you buying plain 'o;e buscopan or Buscopan plus as the second also contains Paracetamol?

2. It's the law unfortunatley that more than two types of painkillers can't be brought at the same time, take that up with your MP.

3. Staff are'nt robots, why shouldn't they have a chat, i've known medical staff to do the same when i'm being treated!

4. Couldn't have been that embaressing, you've just shared it with the world.

5. A new treatment i recommend for your IBS, is to remove your head from out of your backside. Stuck Up Customer.

Kind Regards

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Lodge Road Express
Southampton

8:19 AM, APRIL 06, 2009

One might hope that the alleged "duty manager", James Leeves, has now left the employment of Tesco - that is, if he really was employed by them and if he really did leave the intemperate and misspelt comments that appeared under his name. How "embaressing" (sic) it must have been to have thus declared to the world that he was a semi-literate clod who knows precisely nothing about the law or, for that matter, even how to spell "embarrassing".

Was the oaf still inebriated when he wrote his foolish remarks?

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Separately there is MHRA **guidance** that suggests retailers should supply a max of 2 packets.

They won't be breaking the law if they sell six packets!

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