Whats an acceptable time to reply to a customer complaint?

**Wobbles** · Oct 5th, 2009, 13:04 PM

2 weeks 2 days later ....I haven't had one from good old TESCOS!

19th September I made the complaint
Week later I resent (as a forward) and noted my disappointment that I had no reply

Still no answer.

I start my email with....
"I am increasingly becoming very annoyed with the standards of TESCOS"

Full fat milk for my toddler replaced with pork chops
Broken baby jars
Food not bagged (well half bagged) when I was heavily pregnant onwards (I have 3 rooms to go through - and 2 baby gates to get past)
Yogurt pots with finger holes in
Missing yet charged items
Discusting bottom of pile fruit & veg
Savings that weren't met (bulk bought an offer of large bottles of ariel gel) they sent me bulk of normal sized/normal priced. Didn't realise and wasn't a replacement (simply a dipstick packer - no replacements = I assumed I got what I ordered) & didn't realise the mistake until I came to open the new bottle (as I bought one week before to try before I bought more).

The list goes on!

Should I be pissed or wait a bit longer (still think its discusting) ...that said what can you do?!

pinkish_angel · Oct 5th, 2009, 13:48 PM

Id be annoyed too

Its disgusting to be honest that they havent even replied. Hope they do soon xxx

tasha41 · Oct 5th, 2009, 13:52 PM

I am shocked, such a big complaint should have been dealt with the same day!!

TBH I would have stopped shopping there by now

Or is that all the same trip

Justme · Oct 5th, 2009, 13:56 PM

That is disgraceful that they havent replied yet,have they even acknowledge your email and said they are dealing with it?? Takes the mick that does.Sounds like they need a kick up the bum.Id threaten going to your local newspaper maybe?? Im sure they will reply soon enough to you then and offer you vast amounts of vouchers.
I emailed Emachines (u.k customer services)about my laptop 5 times and still never heard back from them,so I emailed the U.S customer services and they were more than helpful but couldnt help too much as they were in America of course.
Hope you get some answers from them soon x

xpinkness87x · Oct 5th, 2009, 14:13 PM

when i complained to tescos it took ageeees and when they did reply they sent me a £3.50 gift card to compensate. I was so angery, i sent it back with a letter. never heard anything back! Kept trying, in the end i gave up. I shouldnt have but i just couldnt be bothered anymore!!

I hope they get back to you. if they dont maybe you could have alook online at a watchdog or something similar? I know there is one for phones etc.

sophxx · Oct 5th, 2009, 14:27 PM

I made a big complaint to tesco for things along the same line I rang them none stop for over two weeks and in the end they gave me 20 x

pinkmummy · Oct 5th, 2009, 14:32 PM

That is ridiculous! They should have been in touch well before now! I would personally phone up and complain and refuse to end the call until someting is done, or go to the store and do the same x

amazed · Oct 5th, 2009, 14:40 PM

That is terrible...x

Dream.A.Dream · Oct 5th, 2009, 14:50 PM

Also think that's out of order. I saw a thing on the internet though about tesco being awful at replying to complaints. xx

ETA: Might be info here how to escalate it further http://forums.moneysavingexpert.com/....html?t=305007 xx

xJG30 · Oct 5th, 2009, 15:06 PM

Could you not go to trading standards?

Oct 5th, 2009, 13:04 PM	#1
Wobbles Mum (Mom) Administrator Join Date: Aug 2006 Location: Chester Gal By Heart Posts: 50,081	Whats an acceptable time to reply to a customer complaint? 2 weeks 2 days later ....I haven't had one from good old TESCOS! 19th September I made the complaint Week later I resent (as a forward) and noted my disappointment that I had no reply Still no answer. I start my email with.... "I am increasingly becoming very annoyed with the standards of TESCOS" Full fat milk for my toddler replaced with pork chops Broken baby jars Food not bagged (well half bagged) when I was heavily pregnant onwards (I have 3 rooms to go through - and 2 baby gates to get past) Yogurt pots with finger holes in Missing yet charged items Discusting bottom of pile fruit & veg Savings that weren't met (bulk bought an offer of large bottles of ariel gel) they sent me bulk of normal sized/normal priced. Didn't realise and wasn't a replacement (simply a dipstick packer - no replacements = I assumed I got what I ordered) & didn't realise the mistake until I came to open the new bottle (as I bought one week before to try before I bought more). The list goes on! Should I be pissed or wait a bit longer (still think its discusting) ...that said what can you do?!
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Oct 5th, 2009, 13:48 PM	#2
pinkish_angel Mum (Mom) BnB Addict Join Date: Mar 2007 Posts: 4,102	Id be annoyed too Its disgusting to be honest that they havent even replied. Hope they do soon xxx

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Oct 5th, 2009, 13:52 PM	#3
tasha41 Mum (Mom) BnB Spammer Elite Join Date: Jul 2008 Location: Hamilton, Canada Posts: 23,921	I am shocked, such a big complaint should have been dealt with the same day!! TBH I would have stopped shopping there by now Or is that all the same trip

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Oct 5th, 2009, 13:56 PM	#4
Justme Waiting To Try (WTT) BnB Addict Join Date: Jan 2009 Location: Ask me Posts: 3,395	That is disgraceful that they havent replied yet,have they even acknowledge your email and said they are dealing with it?? Takes the mick that does.Sounds like they need a kick up the bum.Id threaten going to your local newspaper maybe?? Im sure they will reply soon enough to you then and offer you vast amounts of vouchers. I emailed Emachines (u.k customer services)about my laptop 5 times and still never heard back from them,so I emailed the U.S customer services and they were more than helpful but couldnt help too much as they were in America of course. Hope you get some answers from them soon x

Status: Offline

Oct 5th, 2009, 14:13 PM	#5
xpinkness87x Mum (Mom) Active BnB Member Join Date: Jul 2009 Posts: 3,924	when i complained to tescos it took ageeees and when they did reply they sent me a £3.50 gift card to compensate. I was so angery, i sent it back with a letter. never heard anything back! Kept trying, in the end i gave up. I shouldnt have but i just couldnt be bothered anymore!! I hope they get back to you. if they dont maybe you could have alook online at a watchdog or something similar? I know there is one for phones etc.

Status: Offline

Oct 5th, 2009, 14:27 PM	#6
sophxx Mum (Mom) BnB Addict Join Date: Jul 2008 Posts: 6,504	I made a big complaint to tesco for things along the same line I rang them none stop for over two weeks and in the end they gave me 20 x

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Oct 5th, 2009, 14:32 PM	#7
pinkmummy Other BnB Addict Join Date: Sep 2008 Location: UK Posts: 7,417	That is ridiculous! They should have been in touch well before now! I would personally phone up and complain and refuse to end the call until someting is done, or go to the store and do the same x

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Oct 5th, 2009, 14:40 PM	#8
amazed Mum (Mom) BnB Addict Join Date: Jul 2009 Location: Warwickshire,uk Posts: 5,378	That is terrible...x

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Oct 5th, 2009, 14:50 PM	#9
Dream.A.Dream Waiting To Try (WTT) BnB Elite Join Date: Jun 2008 Location: England Posts: 18,943	Also think that's out of order. I saw a thing on the internet though about tesco being awful at replying to complaints. xx ETA: Might be info here how to escalate it further http://forums.moneysavingexpert.com/....html?t=305007 xx

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Oct 5th, 2009, 15:06 PM	#10
xJG30 Mum (Mom) BnB Elite Join Date: Feb 2008 Location: Nottingham Posts: 18,403	Could you not go to trading standards?

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