Large supermarkets and customer care

In my experience the magazines Tesco sell are no worse than you would find in a newsagent’s and they are not going to act on the complaint of one offended customer. Far worse materials are available on the high street.

After I saw an awfully inappropriate magazine in Tesco, I complained, however I was dealt with rudely and the matter was not processed.

Shops just don’t care about customers service anymore.

On this occasion, Callistemon21, it was no trouble. The shop is in Ponteland (please pronounce Pon-tee-land! Emphasis on the tee! in Northumberland, here in England), and I was going there anyway. However, I agree it's a bit much if you have to return things in person. Fortunately, there were no headless broccoli spears in the replacement pack!

lizzypopbottle

Easy as pie! Waitrose just gave me a replacement pack of tenderstem broccoli. No complaints there 😄

Yes, but you had to go to the trouble of taking it back.

At one time Tesco would give you your money back and a replacement item if something was wrong but I don't think they do that any more.

Easy as pie! Waitrose just gave me a replacement pack of tenderstem broccoli. No complaints there 😄

ParlorGames The supplier is in Worcestershire. I'm taking my horrible, thick, headless stem back today. To be honest, the rest of the so-called 'tenderstem' broccoli was pretty tough! Not what you expect from Waitrose. I only shop there now and then, when I'm in the area (Ponteland, Northumberland which is 25 miles from home) but I'll not buy broccoli there again. I might be awkward and reject a replacement, if offered. After all, the 32g represents 16% of the total 200g. That's 29p out of the pack price of £1.80 and, by a miracle, I found the receipt! Maybe I'll stand on my principles and demand 29p 🤔 but then again, maybe I'll see what they offer! 😂

I was put off Home Delivery during Covid, when I tried Asda.
The order included tinned goods - NONE of which were delivered (a total of £12 in value).
Despite numerous phone calls to various people at Asda, this was never resolved.
I have chosen my own groceries ever since despite being partially sighted and sometimes getting home to find I had inadvertently picked up the wrong thing!

lizzypopbottle

Waitrose had better be interested in this (see photo) which came out, exactly as seen, of a pack of tenderstem broccoli I bought yesterday morning. The pack said the total contents weighed 200g but this piece, with no top, was a whopping 32g! I'm taking it back tomorrow and I'll keep you posted...

I had lunch at a local pub recently..........I now know where they source their broccoli. Not one piece on my plate had any florets on it whatsoever.....it was ALL stems!

Some months ago I had cause. to contact Tesco customer service.....what a palaver that.was! The outcome of my concern was not resolved, nor was it handled correctly and in a polite manner.

Not being satisfied and not accepting their pathetic excuse and explanation I went higher..........to the CEO........that got things done!

If you don't 'shout' loud enough you never get heard.

Tesco Customer Service is brilliant. Never had a problem with and been grocery shopping on line for the past 4 years.

Ocado are very good. Polite delivery guys who always bring my shopping in and ask if l want the substitutions. Take back the bags from the previous delivery and refund (10p) eash refunded quickly. Refund requests are delt with on line. l think that prices have not gone up as much as competitor's because they don't have shops and there for shoplifters.

We've used Tesco online shopping since it first started donkey's years ago. We've had very, very few reasons to complain as they are usually marvellous. The most recent complaint was quite recently and it was dealt with on the phone, extremely politely, pleasantly and efficiently. Not sure where OP shops but it seems those of us using Tesco are very happy with their customer relations.

I emailed Morrison weeks ago with complaints about the cafe. Never got a response.

I've always has excellent customer service with Asda..

Have had a lot of problems with local Sainsbury re access for disabled-very difficult to contact them and stock cut and paste replies. Do not rate them at all and only use for convenience.

If you complain to head office directly the branch in question apparently lose some of their bonuses that month, whereas if you complain in store they have a chance to sort it themselves. I therefore always start in store but if no result I do not hesitate to go to customer services at HO works every time for me.

They should ask the drivers for feedback - you get at least 5 mins to chat to them about problems/praise.

A lot of companies, I find, just don't want to be contacted. Finding a telephone number can be impossible and my problem usually is not answered by their FAQ section

I’ve had a Sainsbury’s delivery every week since April 2020. The delivery drivers are good at processing refunds on the doorstep. I’ve had very few unsuitable substitutions. Ant that I don’t want are taken back by the driver and he arranges the refund. All refunds are back in the bank within days. When they send a more expensive substitution you are sent a voucher for the difference.
I also find that the on line deliveries offer a better choice than my local store, where a lot of my ‘favourites’ are not stocked.

I agree with others about how good Ocado are. If there are things missing or damaged in the delivery they give a refund, rarely even asking for a photo - though I usually take one, just in case. They seem to take a lot of trouble choosing staff for customer-facing jobs, there's never any irritation in their voices or emails.
I get annoyed by supermarkets who just discontinue things I buy regularly and if I speak to Customer Service they tell me there is no call for them. They don't actually have any means of recording if anyone has asked for them.
Slightly off the point, but I'm also irritated by "Improved Recipe" labels on food - rarely are they improved by the changes - and by reductions in pack sizes for the same price.

Waitrose had better be interested in this (see photo) which came out, exactly as seen, of a pack of tenderstem broccoli I bought yesterday morning. The pack said the total contents weighed 200g but this piece, with no top, was a whopping 32g! I'm taking it back tomorrow and I'll keep you posted...

I was very disappointed with customer service at a large Sainsbury’s in the Midlands. I am disabled and had made a click & collect order. I drove all over the car park trying to find the collection point as there was no obvious sign anywhere. When I eventually discovered it there was no disabled parking so I had to park as close as possible and stagger to my car with heavy shopping. I wrote to complain to the manager and received an extremely off-hand reply.

I had an absolutely appalling time with Sainsbury’s at the start of the pandemic, kept getting emails saying I was vulnerable and could get a priority online order, I kept phoning and going online for over a week,one night I made 400 phone calls trying to get through, it kept telling me to go to the website which kept telling me to phone!!!! Even worse a friend whose husband had stage 4 cancer couldn’t get a slot, our MP got involved, they ignored him, she finally got a slot with his help at Morrisons, after several weeks I finally had a slot with them too, contacted Sainsbury’s later but they didn’t give a damn

You have to use WhatsApp to complain to Tesco now. They are efficient but frustrating that you can’t speak to someone.

I am another one, who found Tesco's customer care extremely helpful. On the rare occasions, when I was sheilding and had to phone them at Dundee, they were most helpful and sympathetic, when I had a problem.