I have always admired Tesco - they have a very good range and they do it well. I have always felt that they followed the market closely and responded well to what customers wanted. Sadly, more recently I feel they have started to miss the point and I find that increasingly I am becoming dissatisfied ... Read review
Advantages: They do respond to complaints Disadvantages: They don't always make the necessary improvements
I have always admired Tesco - they have a very good range and they do it well. I have always felt that they followed the market closely and responded well to what customers wanted. Sadly, more recently I feel they have started to miss the point and I find that increasingly I am becoming dissatisfied with my shopping experience when I go there.
I am a regular Tesco shopper, my preferred time to go for my weekly shop is bright and early ... ...still buy large tins of Tesco beans in the store - I don't think I will - personally I prefer to be given a choice about products and nothing will make me buy Tesco beans in preference to Heinz - I will simply go elsewhere.
The following week I was appalled at the state of the citrus fruit - the grapefruit were a disgrace - there was mouldy and discoloured fruit on display and some of the fruit was very dried up. There were mouldy ... more
I have always admired Tesco - they have a very good range and they do it well. I have always felt that they followed the market closely and responded well to what customers wanted. Sadly, more recently I feel they have started to miss the point and I find that increasingly I am becoming dissatisfied with my shopping experience when I go there.
I am a regular Tesco shopper, my preferred time to go for my weekly shop is bright and early (about 8.00am) on a Saturday morning. I figure that at that time they should have restocked from the blitz that is Friday night shopping and I can get into (and out of) the store before all the Saturday shoppers have arrived. Generally that has worked as a strategy but more recently I have been disappointed.
Like many regular shoppers I do hate it when the layout is changed without warning - it generally results in me forgetting some of my regular items and it doesn't actually make me buy something I haven't seen before because I am so busy looking for my usual goods! I also hate it when they delist a product that I am used to purchasing although I do accept that they can't stock everything.
So it was one Saturday morning that I decided to lodge a 'customer complaint' about the delisting of some of my favourite items. I went to the stand that should have held the customer complaint forms to find it empty. That meant I had to go back into the store to the 'customer service desk' . Once there I was advised they were no longer doing the customer complaint cards as they kept getting lost - the only way now to register a complaint is to queue up at 'customer service' and let them log it on to the computer. I quickly noticed that whilst you can write anything you want on a card the only things that go into the computer is what they actually type - you can't see the screen, you don't get to input it so they have a free hand and it was quickly obvious to me that not everything I was listing was being put down. I did get a call as a result of the complaint but that was to tell me that, yes, the large tins of Heinz Beans had been delisted but I could still buy large tins of Tesco beans in the store - I don't think I will - personally I prefer to be given a choice about products and nothing will make me buy Tesco beans in preference to Heinz - I will simply go elsewhere.
The following week I was appalled at the state of the citrus fruit - the grapefruit were a disgrace - there was mouldy and discoloured fruit on display and some of the fruit was very dried up. There were mouldy oranges in the bags so I picked up the worst and took them to the 'customer service desk' they thanked me for bringing them across. They made no attempt to record it as a complaint at all - it wasn't until I insisted that it be recorded that they finally agreed to do so and even then they seemed to think that was quite sufficient. So I insisted that they got the manager over to ensure that he fully understood the situation. When he came he was courteous and keen to take the bag of mouldy fruit from me. I suggested that we both walk across to the fixture to see first hand the quality of fruit that he was selling as Grade 1 fruit. Once there he finally started to appreciate what I was saying - it was clear there was an issue and he was busy taking the decaying fruit off the fixture as I left.
Customer Service ******************** What I am looking for when I got into a supermarket to do the weekly shop is the following:
1. Good fresh produce (fruit and veg) which looks appetising and appealing - the only way to ensure this is there is for Tesco to make sure that it is checked regularly and that produce is removed when it starts to visibly deteriorate. In two of their stores local to me this clearly hasn't been happening recently.
2. Well stocked shelves - whilst I understand that some products appeal only to a limited number of customers and it isn't reasonable to stock every product I do resent leading brands being discontinued in an attempt to force customers to purchase own label products.
3. A clean and hygenic store - I can't fault Tesco on this in any of the stores I have been into
4. No queues at the checkout - well this always seems to depend on the individual store - they try to get it right but often respond to the build up just too late. They are trying to help by introducing some self service tills but in my experience they only work if there is more than one of you doing the shopping!
5. An effective in store complaints procedure - I don't want to have to queue up if I have cause to complain, I want to be able to write down my concerns and get a proper written response. I don't want to register my complaints verbally to someone who can edit what they actually write down and who seems totally disinterested in the points I have to make.
6. If the instore procedures aren't adequate I want the facility to send a complaint to Head Office - again I want to phrase my own complaint and get a proper response to it. Tesco seem to have removed that option from their website which makes me feel they have stopped listening - that is bad news for them because it may mean some of their customers stop shopping with them.
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All I can say is I am truly disappointed with Tesco - I have always regarded them as the leading food retailer and been impressed by the way in which they appear to listen to their customers and respond. Sadly this seems to have fallen by the wayside and they appear to have become more arrogant now that they feel their position is secure. I tried to record my dissatisfaction via their web site only to find there is no feature which allows you to do so. There is a freephone telephone number you can ring but although the staff are polite you do not get the impression that they are taking what you say seriously or that they will do anything about it.
Maybe next time I should direct my complaints about food quality to the local Environmental Health Offices? Frankly I would prefer not to have to do that - I want my local Tesco Extra store to respond to its customers and make things better rather than having to vote with my feet and go elsewhere.
Advantages: the experience of knowing how tesco online staff are trained Disadvantages: the experience of knowing how tesco online staff are trained
Tesco website NOT customer friendly. in my opinion as I wasted two hours of my life.
I decided that I would try grocery home delivery service through Tesco. I am not a web novice so I was pretty confident that I can take in most of the details on display and could work out the format used by tesco.
I found the Help page which had numerous headings and many links to query pages - I checked a few which I thought would be relevant. I did not systematiclly ... ...!!!!!!
I phoned up tesco help line - before I had said a complete sentance a man with a thick (english ) accent responded by saying " calm down madam " .I have a quiet audible voice which tends to become even calmer when faced with problems so my reponse to this person consisted of one more civil short sentence For those over a certain age you will know, to say that particular sentence to a female is the equivalent to saying "shoot me now" !! Customer ...
moniclare 29.01.2008
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Ciao members have rated this review on average: very helpful Review of Tesco Customer Service
Advantages: no advantages of tesco customer service at cleckheaton and batley branch Disadvantages: many people are wanting employment and tesco staff should be made to be polite
...always do my shopping at tesco but recently have found the customer service to be very rude and not helpful at all. infact they are downright nasty and i have been embarassed and made to feel very foolish for the 3rd time in a matter of a few months. if the staff (customer services) feel that it is a acceptable to treat customers this way then i can see customers going elsewhere to do their shopping. i for one will not be going to tesco again. 1st ... ...does not cost anything to be pleasant to other people. i shop at tesco 3 or 4 times a week but now feel enough is enough i would like to know what you think about rude staff who should be in that job if they cannot be polite to custimers. ...
craigwinslade 17.02.2009
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Ciao members have rated this review on average: very helpful Review of Tesco Customer Service
Advantages: close to home Disadvantages: appalling cutomer service
...at the Macclesfield Hibel Road Tesco one night as I left the store.The reason was I had parked in a disabled spot without a badge.Granted he wasnt to know that I was on 7 medications and had constant hip pain and find it hard to get out of my car unless the door is really wide,but it was 9.40pm and he would not stop shouting over the top of me as I tried to explain this to him and so I got in my car and drove off. A couple of weeks later, having ... ...sainsburys and only go to Tesco on a rare occasion when I really had to.Now to 24th Feb, my next trip,no comments from the ignorant security guard but on ym way out of the store I was accosted by the trolley collector who shouted OI YOU and pointed at me.OMG not again..........please dont harras me.I asked him nicely to leave me alone but to no avail.He followed me all the way to my car which was NOT parked in a disabled space I may add,yelling that ...
Maisee 02.03.2009
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Ciao members have rated this review on average: very helpful Review of Tesco Customer Service
I phoned tesco to change my address. An Indian guy answered my phone as if I distubed him. When I told him my new address, he couldn't get it so I had to say it several times again and again. And what he replied was not just 'Pardon?' or 'Sorry?'. He barked simply, "Wa?"(not even 'What', maybe it was too demanding for him.)
The voice clearly indicated he was annoyed by something. Why? It was me who almost lost patience.
Anyway, it's pity such a ... ...impolite individual who doesn't know how to answer a phone call from customers. There are thousands of people who want to get a job who can speak and listen to proper English. Why should this company employ a person who can't cope this kind of very basic skill? The guy should make an effort at least.. even if the job is too challenging for him. ...
critic78910 12.03.2009
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Review of Tesco Customer Service
Advantages: MY BROTHER LIVES IN KENT I LIVE IN CORNWALL THEY CAN DELIVER Disadvantages: NO WINE ARRIVED AT ALL THEY COULD NOT EVEN CONACT ME
...found an Email address for Tesco so emailed them and still no response. Tesco still have my money what a terrible show of customer service and I can tell Tesco that all my family and friens and thats lot are now going to ASDA as they treat there customers with some importance.
I AM GOING TO REPLACE MY ORDER AND SEE WHAT HAPPENS AND MY POOR BROTHER WILL HAVE TO WAIT EVEN LONGER FOR HIS CHRISTMAS PRESENT, MIND YOU HE WILL NOT BE GETTING WINE FROM ...
BONNIE45 18.01.2009
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Review of Tesco Customer Service
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Advantages: none till it's available Disadvantages: can't access as yet
I was so excited to get the Tesco online disc through my door and was thrilled to watch the little delivery van dancing across my screen.
I was all set to spend a squillion pounds and increase my bum size further when to my horror i got the message "Tesco online does not yet deliver to your postcode "!
So why did Tesco put a cd through my door then?
I then telephoned Tescocustomerservices who restated what was on the disc , that "Tesco online cover 90% of the uk and you will be able to order your grocery shopping very soon" although she had no indication of when.
Do Tesco not have a rollout programme of dates? If so they should tell their staff.
That was almost a year ago and I'm still waiting!
I do not live in the back of beyond,and there are two huge Tesco stores within 12 miles from my home, both of which open 24 hours.
I ...
janehammill 26.02.2001
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Ciao members have rated this review on average: helpful Review of Tesco (Shop)
Advantages: Tesco.com services are good, the range and variety of services avaliable, clubcard points. Disadvantages: Longer queues, poor customer service, more expensive than rivals.
In my opinion Tesco is a very good supermarket, especially with the vast range of products and services now avaliable from this major company. I am personally impressed with the service of Tesco.com which I think is the best grocery delivery service avaliable on the market today. They are reliable and the service that they provide is second to none. Tesco.com deliver on time and efficiently, taking out all the hassle of shopping in the store and not to mention the nightmare of having to queue for a long time!
The recent value for money I would say has gone down. Before, tesco's prices were hard if not impossible to beat, however I have noticed this to have changed over the last few years.
General layout and structure of Tesco supermarkets are good, with good presentation. However, I believe the quality of the Customerservice has gone ...
EC85 10.06.2009
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Ciao members have rated this review on average: helpful Review of Tesco (Shop)
Advantages: Customer service is good Disadvantages: not many deals
I love the Tesco's adverts more than i like the shop really.
I do shop in Tesco sometimes, but more often than not it is simply because my local store is not in a towm location therefore it has its own free parking.
I usually find that Tesco don't have many deals that make them stand out from the rest of the supermarkets and the key scheme they introduced only benefits people who shop there alot and spend alot.
But customerservice in Tesco is good. If you cant find something the shop assistants are quite happy to take you too it, if a shelf is empty they readily check the stockroom to see if they have it and they do open up tills when it gets busy to try to prevent large queues forming.
You don't have to be famous to get the 5 star treatment from Tesco. ...
wiggglypufff 21.11.2000
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Ciao members have rated this review on average: helpful Review of Tesco (Shop)
