No Tesco New Year For You, Sir!

I visited Tesco at Duloch Park on my way home from work as it was the closest supermarket, BIG BIG BIG mistake. I went in, selected all the drink I was going to need for New Years eve as i was working a double shift this day and wouldn't be able to visit another store to purchase alcohol. At the check out i was asked for ID which was fair enough as i am under 21, however my friend who was also with me who was not purchasing any of the alcohol was then id'd. As she wasn't buying alcohol she wasn't carrying her id! DUH! I who had shown my id (driving licence) was then refused my items as my friend didn't have ID. In deep shock i explained that I was the one purchasing the drink and i had shown my ID, they still denied. They then had the cheek to ask if i still wanted to purchase the mixers (great when u've got no drink to mix them with). We politely declined as the whole of tesco looked on we then walked away humiliated. As we walked away we realised that we had been unfairly treated and decided to complain to the manager. The manager took her time to come down and by this time it was too late to purchase alcohol! We asked why this had happened to which she replied 'oh I don't know'. She said that she couldn't understand why this had happened and went to speak to the checkout staff and a higher manager. After a 20 minute wait she came back and said all she could do was say sorry and the staff were confused. There was nothing else she could do as it was past the time for selling alcohol. So we left the 'happy to help' tesco store in embarrassment!!

Tesco-Complaint Comment: To get to speak to a Tesco "Manager" takes ages which is ridiculous. This situation where time becomes a factor preventing resolution of a problem caused by Tesco happens regularly. They cannot sell alcohol after a certain time and apparently cannot give refunds after 11pm (!) yet they will still not rush to deal with problems. Our experience is that good Customer Service does not exist at most Tesco stores and where it does it is due to the good nature of the individual staff members as opposed to good staff training by Tesco. It does not need to be this way and Sainsbury's customer service in our experience is wildly better. Tesco continue in this manner because every penny saved on training and promoting good customer service can be added to the profit forecast: "Every Little Helps"

Mummy, why do Tesco lie?

I went into my local Kettering branch of Tesco at about 7.15pm 12th Dec,2006. I went to the bakery, chose a nice white loaf that needed slicing. There were no other customers at the bakery. The young chap working in the bakery was standing on the customer side of the counter, engrossed with a little hand held machine. After a wait of about a minute I said ‘excuse me.’ He looked up and glared horribly at me, said nothing, and went back to his hand held machine. I stood there quietly for a couple of minutes, feeling sheepish for disturbing him, but still needing my bread sliced. I was prepared to wait as long as it took. I waited passively and quietly with my son for a few minutes, when suddenly the baker chap lunged towards me and violently grabbed the bread from my hand and flew into a rage into the bakery to slice it.

I called out to him asking him why he was behaving so awfully towards me. He was in a rage. I told him I wanted to see the manager. He said things I could not understand and was swearing and shouting,at me for no reason! My young son was with me and he was as shocked as I was by this odd behaviour! I went to the clothing section and spoke to a member of staff who went to look for the duty manager. In the meantime, the baker came back and literally hurled the bread into my basket from about 7 ft away - and ran off! The duty manager arrived and I told him what had happened. I asked him if perhaps the bakery chap was someone with special needs who may be unable to relate normally, because that it how his behaviour towards me seemed. I sincerely thought this was the only logical reason for his lunge towards me! The duty manager said he was sorry, etc. and that he would have a word with the chap, etc. I was clearly dazed by it all. One never understands why someone would treat them so badly and with such bizarre agression for no reason!

I was very distressed and quite shaken, and tried to carry on shopping. I was bewildered, shaken, upset and distraught! The duty manager caught up with me in the pasta aisle and told me that the bakery chap was sorry. He said something about the chap’s boss leaving him there alone to do so much work and then mentioned something about ‘all the packing’ to do and people kept coming up to him to get their bread sliced and he just ‘took it out on you.’ I asked why someone doesn’t help him so he wouldn’t be so distressed. He replied, ‘Oh you know, targets, cutbacks, that sort of thing.’ It was an unhelpful excuse. As the duty manager walked away leaving us still in a state of confusion and some considerable shock, my son said “But Mum, the sign said; “We are happy to slice your bread”.

I sent 2 letters to Tesco, but did not get a reply. I sent an email to them and got this reply yesterday:

"Thank you for your email.
I was sorry to learn of the problem you experienced at our Kettering store and I apologise for the upset caused.
I would like to assure you that this is not our usual standard of service and I am confident this has been an isolated incident.
I have spoken with the duty manager and am happy with the resolution to this incident. He has advised that the appropriate action and retraining has been implimented at the store.
Whilst there is little that can be done to alleviate the inconvenience that has already been caused, I am very sorry indeed that this has happened.
Thank you for bringing this matter to our attention.
Kind Regards
Tesco Customer Service"

How's that for customer relations? It's alright for them, the guy has been talked to and has had 'retraining'! Great! In the meantime, the horrendous treatment of a loyal customer means nothing. There seems to be a total lack of care for the customer. I will NEVER EVER spen a single penny in Tesco again. If a customer can go in, shop, spend money and get practically assaulted by an overworked member of staff because they happen to be in the wrong place at the wrong time, and all you get for your worst nightmare is a pathetic apology.... that is bad bad business. I spoke to Customer Relations today. He said "that is all we can do. Tesco does not give vouchers or any other type of recompense. We only say 'sorry'."

Fine. I'll be keeping my business from them. No business is so big that it can't crumble from it's own overblown incompetance, blundering customer care, cutbacks, targets and poor policies. Hey, imagine if he had hit someone... I guess Tesco would only say "Sorry".

It will all end in tears for Tesco because when these things start to work their way down to affecting customer's well-being, there's no way Tesco can go on like this and prosper. I went to Sainsburys today and spent £98. That would have normally gone into Tesco's undeserving coffers. I was most upset at my appalling treatment, now I am just furious!

Lynda

Tesco's Cruelty to Live Turtles & Frogs?

I was shocked to discover that Tesco is selling live animals for consumption in its stores in China.

For those of you who don't know, China is a country where dogs, cats and other animals, destined for the dinner plates of the growing ranks of the nouveau riche, are routinely skinned alive after being stabbed in their genitals. I should know, my family lived there for a year. A popular way of killing turtles, which Tesco is selling live trussed up in sealed bags, is to cut them out of their shells alive. In China there are no animal welfare laws and no regulations. Anything goes.

I am appalled that Tesco is cashing in on this cruelty. And before you reach for the patronising letter template explaining how it is wrong to impose our values on others, let me ask you if Tesco would consider selling child porn in countries where paedophilia was legal? Of course not. Then why stack petrified animals on shelves like they are tins of beans?

Of course, as a company driven by profit and not by morals, you will probably take the view that upsetting a few of your European customers is worth the headway you think you will make by pleasing customers in the world's fastest growing economy. You may be right, of course, but some of us have morals. And for that reason I shall not be shopping at Tesco while it continues to sell live animals for consumption. So please, no more vouchers sent to my partner in a bid to tempt us back to your Slough store.

A copy of this letter together with my address is in the post so you can take us off your mailing list. I will also be telling all my friends and family not to shop in your stores and shall be posting leaflets to neighbours.

Sincerely, Ms L de Sousa

Click for further information in the comments section
External Links: Tortoise Trust Asian Turtle Crisis Tescopoly Article Asian Animal Protection Network

Loyal Tesco Manager Bullied Out

I have been employed at Tesco for the past ten years and four months. Six years as a General Assistant, eighteen months as Dairy/CPM Manager, two years as Fresh Food Stock Control Manager and eight months as Checkout Manager Services. I handed in my notice just over a week ago and this morning I was told to ‘get out’ by the Store Manager.

I had confided in a ‘trust worthy’ colleague this morning that I would not be able to serve my full notice due the new company I will be starting with needed me in for an induction before I was due to leave. I felt guilty about this and spent this morning plucking up the courage to inform the Store Manager. You may think it strange that I needed to ‘pluck up’ courage to do this simple task but since the Store Manager has joined the store this year, the general consensus among the management team is that he bullies his staff and managers.

I have experienced this first hand on a number of occasions and to have a man who is in serious need of training around people skills and anger management in charge of a store, to me, is ludicrous.

This ‘trustworthy colleague’ went to the Store Manager and informed him of my intentions behind my back, I feel, to improve her personal credibility with him as most managers are doing since he joined the store. I cannot believe the ‘One team, the Tesco team’ attitude that was once in place when the previous Store manager was in charge has diminished into back-stabbing amongst the management team in a bid to stay on the current store managers good side.

After being laid-up in bed with the flu since Christmas Day, I returned to work this morning to my usual reception (and for many others) from Neil. Not a ‘How are you feeling?’, not a ‘Did you have a nice Christmas?’, not even a simple ‘Hello’ or ‘Good Morning’ but a cold shoulder and being ignored as if I was invisible.

I was called in to his office and asked what I had said to my colleague this morning to which I replied ‘I’m sorry but my last day will be today as I am needed in for an induction at my new company tomorrow so unfortunately I cannot work my notice until Sunday as previously agreed’.

He then said ‘I want you gone now. And I will be holding your pay back as long as possible’. Is this the thanks I get for ten years loyal service? Most companies would thank their staff for their commitment as it is very rare for someone to stay with the same company for that long, let alone the same store as I am sure you are aware. As I left the store, saying my goodbyes to staff, some of which I had been working with since I was sixteen years old, I was ushered out of the store by the Store Manager as he whispered in his usual aggressive manner ‘Good luck in your new job. You’ll need it. You know you’ll need it don’t you?!’ One final humiliation from Tesco as my leaving present. Thank you very much.

I did not want to leave on bad terms as you never know what will happen and I may well want to apply for a job with Tesco in future as up until the Store Manager took over (literally) I enjoyed my job working under the previous five or six Store Managers. But I now feel all my bridges with the company have been burned by his obvious bitterness and dislike towards me.

Every year as a Manager I have achieved a green light for my performance document and never had any indication I was doing an unsatisfactory job until the Store Manager found out I had been looking for another job. This happened the day of my half year review. He approached my as I came off a check out and said ‘I hear your looking for a new job, we’ll discuss it in your review’. ‘Fair enough’ I thought. It was never mentioned in my review or ever again. At the time I was just inquiring as I felt I had no chance in the near future of moving to the next work level and I am an ambitious person so I thought I would see what was about. He had obviously decided he did not want me as one of his team or surely he would have at least had a conversation about it with me.

I fear for the Store as I know for a fact many of the Managers feel the same way as I but are too frightened to speak out. Morale is at an all time low. The last eight months has been a living hell for me consisting of sleepless nights, worrying what I would get in trouble for or blamed for when I came into work. Is this how we should feel working for a company who preach how they look after their staff? How many more Managers will it take to step down or leave because of this man before something will be done?

Tesco Direct in Vegetative State

I recently decided to try the Tesco Direct service, but as I have a Tesco store nearby which has a Tesco direct counter, and that delivery was faster and cheaper, I decided to have the item sent there. The Item was a pair of GHD hair straighteners for my daughter for Christmas.

I was promised a delivery date of 23rd December after 4.00 PM (don’t ask why I left it so late, needless to say, being a man, I had no idea that GHD hair straighnters would not be easily available from high street shops). Anyway, I got a phone call from Tesco’s at 12.00 PM on the 23rd saying that my delivery had turned up early. At this point, I was feeling rather smug with myself for having managed to find a pair of the straigthners.

I eventually went to pick them up, but when the assistant went to fetch the package, it was a huge box. Naturally I was suspicious at this point and decided to open the package to check that it was what I had ordered. It turned out to be a vegetable steamer. After informing the assistant that this was not what ordered, she phoned Tesco direct HQ to enquire. I was offered a refund.

Naturally, being let down by Tesco 2 days before Christmas, I was a little aggrieved to be offered just a refund, and demanded that I see the manager. The manager phoned Tesco Direct himself, to see what he could do about the situation. I was told that I would have to re-order and there was nothing Tesco Direct could do , he even said that Tesco Direct were very little to do with the Tesco stores and that he should not really be dealing with complaints.

What upset me the most was that after dealing with so many internet shopping companies, was the lack of interest in Tesco Direct in offering anything other than a refund – as though a refund was an offer of kindness on their behalf. Companies like Amazon – a more reputable internet delivery company offer instant vouchers if they make a mistake – no quibble – you don’t even need to ask.

What did I get from Tesco direct, for completely wasting my time, and letting down me and my daughter at Christmas? ... only an automated e-mail informing me of my refund. Nice personal touch. Well, I know where I *wont* be spending my money in the future.

Pete from Long Eaton

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...