Large supermarkets and customer care

I read recently, not sure if on GN or not, that a lot of companies are just not interested in Customer Care any more.

My DD recently phoned Tesco about mouldy fruit and a wrong item in her delivery.
Got through quickly & helpful staff provided refund promptly.

I just saw this on Facebook, tho.

I always complain via the app l ordered on (not sure if all have this facility). Without exception I've been refunded to my satisfaction.

We use TESCO for a once a week home delivery. If anything goes wrong like finding a too short date which hasn't bee pointed out or finding mouldy fruit thr customers service as been superb. The phone has been answered in a few rings, the person I've spoken to has always been efficient, polite and has provided an immediate refund and apology. Can I add a problem is rare.
When they couldn't deliver because of circumstances beyond d their control we were informed quickly, a £10 voucher against our next shop was given a d a delivery the next day offered.
They even reopened the click and collect when either of us was well and I foolishly booked a click and collect instead of home delivery. When I rang to ask where my delivery was they politely explained and said they would ring back within 15 minutes. They had spoken to the store manager and was told if I could say a time within the next hour they would have my groceries ready at the click and collect (which had closed a hour befire) or they would deliver the next day. I have no complaints at all.

It's so simple with Ocado - on the rare occasion I have a problem you just go to 'request refund' give the reason, crappy avocados in my case, and Bob's your uncle within days the money is back in your account.

No phoning, no faff.

fancythat

I read recently, not sure if on GN or not, that a lot of companies are just not interested in Customer Care any more.

I don’t know where you read that but it’s totally untrue.
Customer care is vitally important to good companies.
Why do you think you’re always asked to fill in a survey after buying something?

Always found Tesco Customer Care very helpful if we have had a problem with our delivery.

I agree re Tesco. They are great. I had the misfortune to order from Asda recently. They were hopeless and unhelpful.

Morrisons have always been very good if I’ve had a problem, money has been refunded straight away.
Recently a bottle of milk had spilt over the carrier bag full of tinned beans and other items, the driver refunded me the cost of the milk and all of the costs of the other goods, told me to keep it all, I washed it all down, decanted the milk into a large jug.
This wasn’t the first time that I’ve had a problem and the driver has been able to sort it out with a call to his office.

MerylStreep

fancythat

I read recently, not sure if on GN or not, that a lot of companies are just not interested in Customer Care any more.

I don’t know where you read that but it’s totally untrue.
Customer care is vitally important to good companies.
Why do you think you’re always asked to fill in a survey after buying something?

There are an increasing number of companies who somewhat hide their tel numbers and addresses of who to complain to.

Finance, medical, insurance.

Dont know about supermarkets.

Fancythat
Please name them.

Bit vague there, Fancythat

Unless something is on the dark web there’s literally nobody/ company you can’t track down. It might take some time, but you can.

Sorry, I am not being clear.

I meant that complaints have risen [in the last year I think] in finance, medical and insurance.

As regards the reply to you above
see the thread recently by karmalady about John Le wis, and read others' experiences there.
I myself have had a problem with a company. Cant remember who off the top of my head. Think it was an electric company.

I never said they couldnt be tracked down.

My original point still stands.

so who was it, OP ?

Fancythat I've noticed that too. I had it with a delivery company and something else too

I mainly use Tesco for delivery, on the rare occasion there’s a problem it has been resolved very satisfactorily.
I’ve used Asda and Sainsbury’s on occasion with no issues.
I have also dealt in the last year with a well know bike/car parts chain who were anything but responsive until a Facebook post on their page prompted a swift response.
Twitter or Facebook being in the public domain normally provoke action.

My son delivers for Tesco and is often sorting out returns and refunds for customers.

fancythat - I've spent ages looking for a number for ASOS!

I hate having to deal with Sainsbury delivery - especially "quality" problems. I don't type very quickly and you have to have endless twitter conversations where they never take what upu are saying on board.

Ocado on the other hand are fantastic and easy.

Waitrose have become annoying and question everything now so you have to take photos of an avocado for instance and can't just compost it!
If it's something in a packet and you've binned the packet before you noticed (eg, you have tipped the strawberries or salad bag into a seive and binned the pack) you can guarantee they want that too.

I made a complaint to Tesco recently about customer service, after dealing with a rude female sales assistant and a flippant young man who assured me he was one of the managers. It took me a great deal of time and effort (eventually phoning Tesco's Head Office) to obtain the name of the store manager. I emailed him two weeks ago and am still awaiting a reply. Apparently Tesco's staff are so busy helping their customers in the store it is impossible to speak to them and there is no facility for making a complaint.
I now shop elsewhere.