Tesco till tech fails

Comments

• This is the letter that I emailed to the CEO, but doubt if I will get a reply, but it made me feel better anyway!
  
  
  
  
  11 the May 2009
  
  Clubcard No: 634*********0004
  
  Dear Sir,
  
  I am very very very very very very very very very very very and even more very cross with Tesco!!
  
  Today I visited the Stevenage store in the town and queued up for only 5 or 6 minutes at the Customer Service Desk along with 4 other customers. There was nobody in attendance so we all stood there talking wondering whether the assistant had been high jacked and taken off somewhere. Eventually a security guard wandered by so I asked if he could get someone to serve on the customer service desk. The reply was ‘Well love we’re not opening the desk today’. Oh why is that we all asked, ‘well he replied the system has gone down and we can’t take or refund any cash at the moment.’ Oh dear I thought, after all this being in a queue and still I can’t get my refund. Is the other customer service desk working I asked hopefully? Yes that’s ok it is working he said as long as you want a refund back on to your credit card. Great I thought, that’s exactly what I wanted, so I ran down to the other end of the store to join the very long queue to return my goods and get my refund. Unfortunately it didn’t quite work like that, because the girl on this particular desk told me that the system yes was indeed down and there nothing she could do, and would I come back tomorrow. Ok then I asked, will the problem be fixed by tomorrow. Oh I don’t know she said.
  
  So I left the store feeling disappointed. However on my return home, I found that the postman has delivered my club card vouchers so I the returned once again to Tesco and was thrilled at the prospect of spending my vouchers. Filled up my trolley queued yet again for the third time today (and the queues were massive by now) only to be told by the cashier that I could use my credit card to pay for my items but that she could not accept club card vouchers as they were essentially CASH and of course I knew by now that your tills were not accepting cash. Right so if the vouchers are deemed as cash could I then exchange them for cash next time I visited Tesco store?? Of course not she said don’t be silly it doesn’t work like that!
  I handed over my credit card and paid for all the items in my trolley, luxury items that I would not have bought so readily had I known I was expected to use my credit card to pay for them.
  
  So after spending what seems like hours in your store, I want to know why a notice – either printed or handwritten was not provided on each of the customer service desk informing me that there was in fact a problem in store and that I should not waste my time standing in a long queue for absolutely nothing other than to speak to the very nice assistant.
  
  As a Tesco customer for over 40 years I had expected better of Tesco. Why were there no notices explaining what was happening, surely you have a procedure for such a thing as software going down in this day and age? I just wanted a notice on show to save me joining various queues and all to no avail. I spend more than I intended which is brilliant for you but not as good for me as a pensioner.
  
  I did manage to ask someone if it was just this particular store and was informed ‘’Dunno love, they never tell us anything here’’
  So I don’t blame the girls on the tills/desks but I do blame Tesco for not managing a situation which could have been avoided if only you had displayed a notice explaining what was happening.
  
  Every little helps??? Well it would have helped me and countless others today but there was nothing and no one at all to help me.
  
  What is happening at Tesco lately??
  
  I am disappointed, angry, upset, bored with being in 3 queues and yes I still have to return to that store to get a refund on the things I originally went to the store for in the first place!!
  
  Whilst I await your comments, at this point in time, ASDA looks tempting.
  
  Kind regards
  
  
  
  
  
  Posted by jeanette gore, United Kingdom
• Yet another reason for shopping at Waitrose then.... Posted by philbridges, United Kingdom
• why would someone go back to the store, knowing that they are having problems with the tills? It sounds to me like it was a customer issue in the case here, and not a Tesco issue. Obviously some people just like to complain and cause themselves unhappiness.
  I walked into Tesco to buy my food at lunch time during work, saw the queue and walked straight back out and went to a local garage instead. Problem solved Posted by Dan Russell, United Kingdom