It all started last Monday night. Someone kind gave us a Tesco handheld Bubble blower (powered by 2 AA batteries). The perfect gift for a two and a half year daughter. I found two batteries, screwed them in, and hey presto ... no bubbles, no whirring noise. One dead bubble blower. Returned it to Knocknagoney Tesco. Got home, and the replacement whirred, but couldn’t blow bubbles to save its life.
So that would be two return trips to a Tesco store with two dud products. Unimpressed, I ended up specking to the duty manager, who came out with a great quote:
“Tesco wouldn’t have much of a business if we refunded the mileage of everyone who brings something back.”
You can read the full story in the earlier posting. I emailed Tesco Customer Services, and a few days later when I hadn’t heard anything back (not even an acknowledgement of receipt of the email) I resent the email. This time they sent back a “I just want to let you know that your email has successfully reached us, and we promise to be back in touch as soon as possible” message.
And then this morning, at 5.51am - someone had an early start - when Tesco Customer Services replied:
“I was sorry to learn that you were unhappy with the reply you received from the Duty Manager of our Knocknagoney store. Please accept my apologies for the disappointment caused.
If a customer experiences a serious problem wit hone [sic] of the products or services we offer the person dealing with the complaint may decide to provide that customer with a gesture of goodwill. I can confirm, however, that that decision is at the discretion of the person dealing with the complaint in this case that would have been the Duty Manager.”
If you have any further queries please do not hesitate to contact us at ...”
So no right to appeal! And if a slightly grumpy customer deals with a quite grumpy duty manager, that’s tough luck.
(I'm thinking AiB needs to invest in a new tag for lousy customer service posts!)