[Busman747]

Regarding the incident that Willow is informing you of, here is a letter (not brilliantly written but I was pressed for time) that I am about to send to Tesco....

Dear Madam,
I spoke to a team leader few days back and told her that I would be putting my complaint about Tesco Home Shopping in a letter as well as verbally explaining to her..........

First a little background about myself and my family, (It IS relevant) We are members of the Church of Jesus Christ of Latter-Day Saints otherwise known as Mormons and as such, we are encouraged to hold enough stores to last around one year. As you may well imagine, it is very difficult logistically and financially to maintain this stock, and we recently found that we had seriously depleted our storage.

Ordering on-line seemed the practical thing to do as we required rather more than the usual shopping list but as this was the first time for us, we kept our order down to around £120-00 with the intention of purchasing more during the summer months. We have always bought from either Tesco or Asda locally and I admit that I did at first try to order from Asda but when I got to the bottled water; their website denied me the opportunity of ordering more than 6 two litre bottles. (My family get through at least 8 litres of both fizzy and plain water each week let alone building up several months’ stock) I also “timed out” because they only give 2 hours to browse which considering my inexperience on-line was not long enough! ...............so I ordered from Tesco............



The order that I placed was a combination of “storage” and general things for immediate consumption by the family and I was so pleased that you had no restriction on the amount of each item that I required (so I thought) My time slot was Tuesday 25th March, between 10am and Noon. I would be at work but my wife would be home to receive the order.

The van arrived on time, my wife went out to speak to the driver who said (approximately) “There’s too much stuff ordered, if I carried it all in, I would be knackered!” He invited my wife to carry everything in from the van on her own, and on at least 2 occasions during the conversation, accused us of running a business and ordering just to sell on at a profit in a non-existent shop. (If you check our order, you will notice that the majority of tinned goods are Tesco own brand and there are many “single” items) He also made comment that we had ordered 8 x 6-2 ltre cartons of milk.....And said that it was far too much and that we should have only ordered 1x6 cartons. I have a wife and two daughters that are ALL on a milk supplement diet which means that they have one meal per day ....Plus two “milk supplement” meals. Total consumption in our household including myself is 3.5 Litres per day!! He also told my wife that we were not welcome to use Tesco Home Shopping again as we have been banned! I received a phone call at work from my wife who was distressed and upset, the delivery driver refused to speak to me over the phone so I had to tell my wife to inform the driver that he could take every single item back to the shop.

That evening, I phoned customer service in Dundee, explained briefly what had occurred and she (didn’t get a name) promised to contact the Home Shopping Manager responsible and to get him/her to phone my wife the next day with an explanation/apology. It didn’t happen! I also asked that my payment be debited back into my credit card and was informed that it would be done the very next day (26th March)

The following Thursday, I went to my local Tesco in Blackburn and spoke to the H/Sh Manager myself. His name was Paddy and he did explain that he had had the previous day off hence, no phone call. I explained all and he said he would phone my wife the following day after finding out the details from the driver concerned. I left the store with a conviction that all will be well..............NO PHONE CALL!!

For a few days, nothing was done either by me or Tesco. 2 years ago, I had a complaint against Tesco (exploding coke cans) that cost me in excess of £90-00 and over a year later, I was sent a token for either £5-00 or £10-00. In that time, I was virtually accused of making up a false claim, freezing the cans to make them split, keeping them out in the summer heat (Early May) and the three cans that I returned “got lost??” between the Haslingden branch and their eventual destination. Don’t misunderstand me; I am NOT looking for compensation in this case, only an explanation and apology to my wife along with an assurance that should we ever need to use your services again, we can do so without the embarrassment of being told that we are “barred.” It would also be nice to know exactly what we can order and in what amount.

On Tues. 8th April, I phoned you again ......... and found out that the order actually came out of the Haslingden branch, not Blackburn. (Next time I’m in Blackburn, I will make a point of seeing Paddy to apologize although perhaps he should have known what areas he delivers in)

On Thurs. 10th April, I contacted my credit card company and discovered that my money had NOT been returned, this was 16 days after my rejection of the goods! I called into the Haslingden branch the same day but the Home Shopping Manager was on a day off so I spoke to Karen who was the non food manager and was acting duty manager. She promised to deal with my complaint.........and also found out that my credit had still not been returned. (She dealt with that immediately)

I have since received two e-mails, one from Kendra Banks (marketing director) who has thanked me for my first order and has given me £10-00 to use with my next order (obviously unaware that I have been banned)..........
And the second one from the customer service team that has listed the items refunded and at best shows a complete lack of professionalism and if I was to be the cynical (which I am where Tesco is concerned) I would consider it an attempt to make it as hard as possible to accurately give me a detailed account of what exactly has been credited to my account and the total.



I will finish this letter with a copy of the e-mail sent to me. (This is NOT how it was presented on your computers as Karen gave us a printed copy on 10th April)


Dear Mr TAYLOR-HILL,
I am pleased to confirm that we have refunded the following items to the card you used for payment

Item Ordered Quantity Price Refunded
Refund 1 £4.50
Benylin Chesty Non Drowsy Cough 150ml 1 £3.11
Tesco Pure Corn Oil 3 Litre 2 £4.90
Tesco Longlife Semi Skimmed Milk 6x1ltr 8 £23.84
Sarsons Malt Vinegar 2litre 1 £2.29
Tesco Easy Cook Long Grain Rice 4kg 2 £5.18
Tesco Value Toilet Tissue 12 Roll 2400 Sht 5 £5.60
Princes Lunch Tongue 184g 1 £1.28
Tesco Cous Cous 1kg 1 £1.28
English Provender Moroccan Spiced Chutney 300g 1 £1.59
Strepsils Honey And Lemon 16s 1 £2.22
Germolene Antiseptic Cream30g M 1 £0.97
Heinz Top Down Squeezy Tomato Ketchup Sauce 700g 1 £1.74
Hp Sauce Squeezy Bottle 850g 1 £1.94
Saxa Table Salt 750g 2 £0.74
Tesco Mince Beef & Onion392g 6 £2.76
Glenryck Pilchards In Tomato Sauce 425g 4 £1.60
Tesco Dual Action Blackcurrant Lozenges 24's 1 £0.75
Tesco Value Stretch Bandage 5cm X 4.5m 1 £0.44
Tesco Value Dressing Strip 6cm X 100cm 1 £0.45
Tesco Lemon & Lime With Citrusmarmalade 454g 1 £0.60
Lyles Golden Syrup 454g 1 £0.68
Tesco Savoury Rice Golden 120g 4 £1.44
Tesco Value Strawberry Jam 454g 1 £0.39
Tesco Value Beef Stew 400g 4 £1.96
Tesco Value Beans & Sausages567g 12 £4.56
Tesco Sardines In Tomato Sauce 120g 4 £1.40
Tesco Sensetive/ Multistretch Plasters 24's 1 £0.89
Amoy Light Soy Sauce 150ml 1 £0.69
Tesco Simple Linctus 200ml 1 £0.91
Tesco Sage & Onion Stuffing Mix 170g 4 £0.92
Tesco Paracetamol 500mg 16 Caplets 1 £0.24
Tesco Dispersible Asprin 300mg 16 1 £0.12
Lancaster Chopped Ham & Pork170g 4 £1.36
Tesco Value Sweetcorn 325g 18 £2.70
Tesco Value Tuna Chunks In Brine 185g 6 £1.74
Tesco Value Sparkling Water 2 Litres 10 £1.70
Tesco Value Still Water 2 Litre Bottle 10 £1.70
Tesco Value Chicken & Mushroom Quick Snack 76g 10 £2.30
Tesco Value Ready To Serve Custard 396g 8 £1.52
Tesco Value Strawberry Jelly128g 6 £0.90
Tesco Value Rice Pudding 425g 6 £1.14
T.Val Garden Peas In Sugared Salt Water 300g 12 £2.28
Tesco 10 Value Vegetable Stock Cubes 97g 1 £0.19
Tesco Value Meatballs In Tomato Sauce 392g 6 £1.74
Tesco Value Broken Mandarinslight Syrup 312g 12 £1.32
Tesco Value Golden Vegetable Savouryrice 120g 6 £1.32
Refund 2 £0.20
Tesco Chicken Flavour Instant Noodles 85g 10 £2.30
Tesco Value Orange Jelly 128g 6 £0.90
Tesco Pear Halves In Juice 410g 4 £1.00
Tesco Strawberries In Juice 406g 4 £1.00
Kingsfood/ Lancaster 8 Hot Dogs In Brn 400g 6 £1.38
Tesco Value Spaghetti 500g 4 £0.92
Tesco Value Spaghetti In Tomato Sauce 410g 12 £1.80
Tesco Value Baked Beans In Tomt/Sauce 420g 12 £2.40
Tesco Value New Potatoes 567g 24 £6.00
Tesco Value Plum Tomatoes 400g 12 £2.28


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