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My gripe is the commercial monster that is Tesco. Having shopped in their numerous stores, ordered on line and used their wine service, I felt that they were a professional and responsible company. It wasn't however until something went wrong (with a simple home delivery of wine) that I discovered how lazy, uncaring and downright rude some of their employees actually are. I started ordering some wine when they offered (and THEY offered!) to 'double up' my points into Wine Vouchers. I decided to spoil myself for my birthday so I viewed, selected and ordered some nice Rijoca.
Waiting in on my Birthday before a day out I was disappointed when the van turned up and only had one box. "What about the rest I asked?" "Don't know" (the polite delivery driver!) said, you'll have to call them. I later noticed that the one box they did deliver wasn't even mine or the same choice I'd chosen - it was destined for someone else.
I called and was rudely told by the branch at Carnforth it wasn't their fault and told I should call the customer service line. This I did and initially spoke to a lovely lady who was apologetic and tried to help. Without going into every detail, I was passed from pillar to post and to several departments trying to get either my wine or my wine vouchers back!
A month later I finally managed to get the vouchers back and therefore had to re-order to get my money's worth. This time it went smoothly. I decided to e-mail their Customer Service web page with a lengthy but detailed tale of events to explain to them the problems they have with their systems and their service. That was on the 17th April and you guessed it - I've heard nowt from them since!
Why is it corporate faceless giants can just ignore the consumer with such apathy and ease? Have we created monsters that 'budget' for lost consumers and train staff to become impersonal and obstructive? Are their any giants left who actually care or are we as I suspect binary numbers in their million - sorry - Billion pound profit margins. When will the gluttony that is British Industry at present think they've made enough profit? If it isn't the food giants its banking or utilities. We feed off the offerings all these companies give us initially and chant success to the free world only to find we've been done up like kippers as they suffocate the host plants we are and steal all the natural light we naively assumed we'd all be using.
Much like politics nothing really actually 'happens' unless it affects those at the top. We should have a RIGHT to know the directors name, address and mobile number and he or she should be made to dedicate some of their time each week to listen to the customer. When was the last time they actually worked in a call centre? When was the last time they walked around a store and watched their bored and unhelpful staff?
As with all us Brits I'll no doubt have a chunter, a bit of a moan on the Internet and eventually I'll get bored. Nothing will happen - no one will listen and I'll carry on shopping at one of the fat cat stores because they own everything and hey - maybe I'll get a 2 for 1 offer on something useless. They know this and this is why they don't care. History teaches us we need to stand up for our rights but are we too gutless or too selfish to do this in the 21st century? Could we stop using fuel, tobacco and other bullying corporate fayres for a long enough period of time to make them go bust? Perhaps we should you know!
By: Jonathon Hodson