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TESCO - appalling customer service (a story)

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09.12.2011

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4 Ciao members have rated this review on average: not helpful See ratings
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  1. CPTDANIELS
  2. KELLYLOUJ
  3. angelboouk123
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This is a complaint I have just sent to TESCO. I want to post it on as many sites as possible because I've had enough of them. Will I get a reply? We'll see..............
This is a real tale of woe that has made me question why on earth I shop at tesco. The customer service is appalling. This is my story. I went to Tesco Daventry store to buy an internet USB dongle. I purchased an O2 one and had no issues. However, on getting home I opened the box and the SIM card immediately fell out. I thought this strange as I knew SIM cards came attached to a credit card type card. On opening the enclosed booklet I found that the SIMs telephone number had been hand written in ink on the inside. Inspecting the box I found the other end had been re-sealed with selotape and the security tape was broken. This meant that it must have been returned after previously being sold. It also meant that the SIM card could have been cloned and any credit I put on it could be used by someone else. The following evening I went back to the store to exchange it. I started to explain to the female assistant but she wasn't really interested and just said, "ok, ok, do you want to exchange". Another male assistant came across to see what the problem was. She just said "don't bother, it's a return, don't waste your breath". At no point was there an apology. I went to look for another O2 dongle but it was out of stock. I returned to the desk and explained. She didn't ask if I wanted a refund but just went ahead to process it and asked if i had a Clubcard, which I did. The male assistant was with her and throughout the time she was processing the refund she was relating a personal story to him, even taking time out from dealing with me to tell him and have a laugh about it. I stood there dismayed, watching the pair of them laughing at the story. I have never witnessed such appalling service. I came away without my dongle. The following evening I thought I would try the 24 hour Tesco Extra in Clannell Road Northampton. In store I wandered the technical ailses for a considerable amount of time searching for them. Finally i asked an assistant. She told me they did sell them but were in the "Phone Shop". Great, I thought. She followed that by saying "but it shuts at 9 o'clock". Too late, it was passed 9. So much for being 24 hour opening. So, in total, I'd travelled just under 60 miles for nothing.... with the cost of fuel, it is not cheap!! The story doesn't end there. I was so despondent that before leaving the store I thought I would treat myself to a Kit Kat. It was advertised on the shelf at 45p. However when I looked at my receipt I'd been charged 54p. I returned to the girl who served me and explained it to her. She just said, " You'll have to go to customer services". I glanced across and saw there was a queue. I put the receipt down and couldn't help saying, "you must be joking" and walked off. What a rediculous situation. I get overcharged 9p and then you, Tesco!, expect me to go and queue up at another desk. It's a joke. As it happens, it was witnessed by another member of staff who came after me who offered to give me the difference out of the till. By then, the damage had truly been done. I'm sick and tired of shopping at Tesco and the can't be bothered attitude of the staff and the number of times I get mischarged for items, always too much. Most times it's just too much hassle to bother to get the difference paid back because you have to queue so long at customer services. I despair that a company which makes huge profits don't invest in training staff in how to deal politely, courteously and efficiently with the people who contribute to those profits.
Finally, on a general note, I purchase items for which I need a VAT receipt. Why oh why do you not have the VAT number on the till receipt and each time I have to go to the customer service desk (queuing up AGAIN to obtain one). I also have to give all my personal details, name, address etc. I tried at other supermarkets and they have the VAT number on the till receipts. I believe the only reason you do this is to obtain the details you ask for. I have even been refused a VAT receipt if I didn't give my details. You have no right to do this. So as I started, why on earth do I shop there? The answer is, I certainly won't be anymore. I have had ENOUGH!!


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Comments about this review »

KELLYLOUJ 09.12.2011 01:13

I agree that there should have been an apology and also that they should not have had a personal conversation in front of you. I have worked in Customer Services for many years and mystery shop supermarkets and this behaviour is unacceptable....think Tesco are learning this as they lose more and more shoppers. Even so this is not really a review more of a gripe which the site isn't really for sorry.

Renza 09.12.2011 00:58

Can't stick rants like this. Having worked in customer services I don't see a hissy fit about a dongle, a slightly overpriced kitkat and a vat receipt as very balanced and fair.

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This review of Tesco Customer Service has been rated:

"not helpful" by (100%):

  1. CPTDANIELS
  2. KELLYLOUJ
  3. angelboouk123

and a further member

The overall rating of a review is different from a simple average of all individual ratings.



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