*Update… since publishing this post, Tesco have apologised twice more and yet the tent is STILL in stock on the site. It would be funny to attempt to buy it again and see what happens but after 24 hours wait my money AND Clubcard vouchers have still yet to be refunded!!*
If there is one particular word that I do not like, it is the word ‘Sorry’.
It is overused but for all the wrong reasons. Mostly people do not actually know why they are using it and say the dreaded word as they are at a loss as what to say. We even use the word when things aren’t even our fault!
However, I will use it correctly when I say ‘Tesco, I am sorry, but you suck and you have lost my custom.’
Times have changed recently and consumers are even more savvy these days when it comes to spending their hard earned money with retailers. Which is possibly why consumers are thinking with their feet and shopping elsewhere, meaning Tesco are suffering with their worst sales in decades, according to the Guardian and pretty much every other media source out there!
What happened to me yesterday was the final straw in my love/hate relationship with Tesco and the reason why I am taking my wonga elsewhere. After trawling the Internet and local camping stores for a reasonably priced family tent for the past few weeks, I really did think I had hit gold when I came across a Gelert tent on Tesco for £70. Not too shabby, especially as I was able to use my current Clubcard points and make it £38! Even better was the fact I could have it delivered to my local Tesco Express for free. Ha, huge bargain and I was highly impressed with myself. I had sourced a tent and saved a lot of money in the process… camping was ago go!
However all was not as I thought it would be.
I received the email stating my tent was ready to be collected… complete with a picture of said tent.
I almost skipped into the Tesco and asked the good looking Manager for my parcel, informing him it was a tent and should be easy to find. Five minutes later he emerged looking confused, saying he would need more time. I agreed to nip back in an hour.
When I did, he stated it was a sewing machine. A sewing what what now? He brought it out, to prove he wasn’t joking. There was nothing he could do except say my least favourite word, sorry.
A phonecall to Tesco was met with 10 more uses of Sorry, along with the tent is now out of stock… long term. No offer of an alternative, just a sheepish… ‘I will refund your money back’ – but what about my tent Tesco?!
So, instead of originally stating it was out of stock and saving me the time and trouble of venturing to the Tesco, twice and calling them, some half wit Tesco employee decided to choose a different item for my order and send me a sewing machine.
Long story short, I am now without a tent, starting back at square one, but at least Tesco are ridiculously apologetic, as that’s all they can be. A sorry from the half wit would be much more appreciated rather than faceless Twitter handlers who have no idea what they are apologising for. I could have quite easily kept the sewing machine which was worth a damn sight more than the tent! You are very lucky I am honest Tesco!
I have been extremely inconvenienced and now have to find a tent with very short notice. I don’t want anything from them, I just wanted my bloody tent!! The offer of a drink from the good looking Manager may smooth the deal out 😉
Tesco have lost my custom and instead I shall be shopping more in Aldi, we have a new one opening up very close next month and to be honest I really quite like their Frikadellen and a weekly shop is so much cheaper there. They are also selling tents at the moment too…
It’s not just me that is influenced by shoddy customer service though as the following atests to, however not all is bad and we do have to praise epic service too!
We all love little surprises alongside good customer service, Abel and Cole have impressed Dorky Mum and made her smile!
Courier drivers are supposed to deliver our goods, however sometimes things can go horribly wrong as Boo Roo and Tigger Too found out. Even going on a nice day trip can result in bad customer service – I am right there with you love!
Sometimes though, a company will surprise us and show they have a great sense of humour, alongside offering good customer service as Mummy Barrow found out when her son asked Domino’s for a Dinosaur!
Actually Mummy has hit the nail on the head with believing all complaints about service should be embraced as an opportunity. This does NOT mean an opportunity to say sorry, but to actually put it right and make the customer smile and remember you for the right reasons! Fab post and well worth a read! Tesco even get a mention about their lack of good service too! Bloggers will promote good service too, especially when experiencing that extra mile.
It’s not just Tesco that are lax though as Tired Mummy of Two found out. I shall definitely be checking dates on all products before putting them in my basket from now on!
So, Tesco, not just me that you have annoyed or inconvenienced. It seems that sorry just doesn’t cut it anymore. Change things, offer great customer service and maybe drill it into your employees that they should see complaints as an opportunity. Sorry is the hardest word to say after all!