Oh my gosh, I snapped today and wrote a rather titchy reply to Tesco Customer Service. You guys know how much I hate Tesco (at least I think you do!), but nobody else can find my house, and I didn't have a car, etc., so I was forced to online shop with them. So for 18 months, I have been a somewhat forced customer, but I finally recently gave in and accepted my fate and took up the Delivery Saver subscription, and everything... Like, I finally
committed (right before we found our magical unicorn car).
We all know sometimes things happen and orders aren't quite perfect. Not a problem, because their customer service has always been prompt and courteous. I would just fill out the online enquiry form, and they would reply a day later saying that I've been refunded. They even refunded me for the 2 bunches of bananas when I ordered 2 bananas. AND my husband got to eat the better part of a dozen bananas before they went too brown and mushy.
This time, they left a £3 packet of "traditional pork sausages" off of my delivery, but I was charged for them. So I filled out the form. A guy called Alan emailed to say he needed details to find my account, so I replied with an apology that it was under my husband's name (I didn't take my husband's last name) and email address, and I gave him those details, along with our home address.... blah blah... here's what was said:
Option: Missing Item
order number: 229512633
Wish a reply: yes
Additional Information: The Edwards of Conwy Traditional Pork Sausage 400g was missing from my order, number 229512633.
On the plus side, thank you for bringing the Wahaca Corn & Flour tortillas back. I have missed those!
Dear Kimberley*
Thank you for taking the time to get in touch.
I am sorry that there was an item missing from your order.
To allow me to refund this for you, I need some way to locate your account.
There is no online ordering account using your email address, nor your name and address.
If the account is not your own, please have the named account holder get in touch.
Alternatively, provide the email address or the name and address showing on your account.
Kind regards
Alan Reid
Grocery Customer Service
Tesco Customer Engagement Centre
Dear Alan,
My apologies. The account is in my husband's name and registered via his email account.
Mr. Husband
husband@domain.co.uk
House Name
Our Road
A Town
POSTCODE
Thank you for following up with this.
-Kimberly*
Dear Kimberley*
Thank you for your reply, and for including enough details to locate the account.
As the account is not in your name, I cannot discuss it with you.
This is why I asked you to have the named account holder get in touch if the account is not your own.
Please ask the named account holder to contact us directly so that we can arrange a refund for the missing item.
Kind regards
Alan Reid
Grocery Customer Service
Tesco Customer Engagement Centre
Dear Alan,
I am confused, as my husband and I have been shopping with Tesco for the past 18 months and on the few occasions we have had a problem with our order, I have been able to make an enquiry all by myself, just like a grown-up, and the refund has been handled promptly without getting my husband involved. I make all of our grocery purchases and I follow up when Tesco has made a mistake. This is the first time I have not been able to get a refund in all this time. I can't say I appreciate having to now ask my husband to fix this for me. I just want a refund for the sausages that your company charged me for but did not include in my order. There is nothing else to discuss, so I don't see why my husband is going to have to take time out of his day to ask for the same refund that I have just asked for, when you have all of the information you need to locate the account and can make this refund without disclosing any information from the account. But, if you really want to hear from my husband, I guess you will.
Sincerely,
Kimberly* Surname
I mean,
really! It's not like I wanted him to tell me the address or other personal details. I gave
him that information! I just want my money back.