Food problems in highstreet supermarket. Help Please

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elliotedwards

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Hey tp.

First time on out of focus.

I've got a problem with some food that I bought earlier. I went to the bigger tesco to get a pizza from the pizza counter as they are generally quite good. I then got home and was about to put it in the oven and I had noticed the tomatoes had fuzzy thin mold on them. The date was best before 11th and It had already gotten moldy.

Thing is I don't want to spend more petrol money (Approx £2-3) going back out to return it, just to get my money back or a new one that would most likely be moldy too. I'm pretty bothered as I was looking forward to a Friday nigh pizza and that's not happening. What can I do to get the best result out of this??
 
I sympathise Elliot, but there's only a couple of options really...

You could take it back, but basically if you don't want to do that because of the cost involved then I guess you could telephone and complain about it. The trouble with that is that they'll probably very politely apologise and ask you to bring it back for a refund :arghh: so you end up back at square one.

The only other thing is to write it off to experience, chuck it in the bin and move on. Oh... and be very wary of anything else you buy from them.

I suppose you could let it get really mouldy and post it off second class snail mail to the CEO of the company marked "private and confidential, for the addressee only" of course, but that's probably pushing it a bit :)
 
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Phone them and see where it goes from there.
 
It will be one of those Italian ones with the extra funghi




:coat:
 
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Hmm, I was toying with phoning them up and complaining. My clubcard coupons were also invalid as the die-cutter wasn't aligned leaving me with half a coupon! So I do have a bit to complain about.
I was just wondering if anyone has any good idea to how I could best resolve this at no extra cost to myself. I'm no stranger to returning faulty/wrong goods. But I've never had an issue with food products before.

I had been bought some clothing as a Christmas present from a shop with a pesky 14 day return policy. I called and complained that I was upset as it was a short policy for the xmas period. I sent off the clothes to HQ and got back a £72 giftcard to spend. (The sum of clothes were only £40-50). Surely tesco being tesco would do something, but then what is one customer to them when they have plenty more to replace me!

I am having a bit of a rant, but wanted to know if anyone had specific information. I may give them the good ol' trading standards chat. They recovered the pizzas toppings with clingfilm and left them there after they had closed the counter. The least I would have expected was for them to throw the little that was left away and wash the containers. Could have been cross contamination from the cheese though. I just don't want to jeopardize the employees, as we all make mistakes now and again.

I'll give them a ring and see what I can do. Fingers crossed that I'll get a coupon or two!

Keith W said:
It will be one of those Italian ones with the extra funghi




:coat:
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Funny.
 
Nothing wrong with a good rant!
Do let us know how you get on though ;)

cheers
 
On a more serious note you can take it back to any TESCO store for a refund and not just the one you purchased it from
 
It's a tricky one- I've had milk before go off before it's date but then I often am using it past it's date and it's fine so I kind of have the win some lose some attitude.

Most decent places I think are ok unless you are a *unt. Most of the time when I complain I want to engage with them on a pretty detailed business level- that's by my very nature- I don't often get what I would consider a reasonable explanation from my own employees lol but they do often throw compensation my way.

There's just so many options available to you here- the world is your oyster- photographs with date- be back tomorrow, world rally stage to get back there- you'll pay my petrol and refund pizza etc etc:D.
 
[quote="Dr_O, post: 6255190, member: 23401 Most of the time when I complain I want to engage with them on a pretty detailed business level-.[/quote]

Agree with that 100%
 
Keith W said:
On a more serious note you can take it back to any TESCO store for a refund and not just the one you purchased it from
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True, I think I'll still phone them up and complain.
simon ess said:
Take it back, ask for two to make up for the inconvenience.
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MWHCVT said:
I shouldn't chuckle but I cannot help but be reminded of this from a few years back


But basically as said above really
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He he, that was a good laugh.

simon ess said:
[quote="Dr_O, post: 6255190, member: 23401 Most of the time when I complain I want to engage with them on a pretty detailed business level-.
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Agree with that 100%[/quote]

I always complain in the kindest manner, never like to take my frustration out on the call center/customer service staff, close to it when they don't listen etc, but I keep calm and professional always!
 
Amatures

First thing is ring the store, and speak to the store manager (insist on this) however it will only be a duty manager... They will offer a full refund, but hey, you're going to order a pizza now from local pizza shop, which is a cost that they can cover... get their name, because you are already typing an email to the CEO (google ceo email address) and make it clear you want their name to mention in the email....

Chances are, if you are tough enough and firm enough, will walk away with a nice "gift voucher".... Last time I had a run in with tesco's they opened the batting (on a £3 tub of mince which was not really that fresh despite the sell by date) with £50... bit their hand off... of course they didn't want the potential negative publicity, I wanted new mince..
 
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neil_g said:
Deep fried fish was an introduction from Spain/Portugal by the way ;)

(Source: wiki)
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The arab and moorish people were dusting and deep frying fish in the 13th century (mu'affar). Some lucky enough to return from the later crusades bought the practice back with them, predominently as a method of cooking fish which was perhaps not as fresh as it might be.
It wasn't widely done, but it was done nonetheless.
 
Don't be an "irate" customer, it will just make them want to be obstinate. Don't go saying you'll write to the CEO about a pizza as someone suggested above as they'll just think you're an idiot and they'll know fine well that the CEO will never see these kinds of letters anyway (they're usually just rerouted to the bog standard customer service team - but they might stick the CEO's name on the return letter just to humour you).

If you're phone up and are pleasant and reasonable they will probably refund you and pay for a takeaway pizza. I wouldn't really expect much more than that. At the end of the day it's just mouldy tomatoes. Big deal. Not pleasant but it's not going to do you any harm. It's a "these things happen" sort of experience.

If, like most of us, you enjoy the monetary benefits of mass produced food and supermarket shopping, you have to accept the downside is that it's impossible for them to check every single thing for minor and harmless contamination.

(Source: I worked the customer service desk at a large ASDA for a few years while I was at university - almost ten years ago now, admittedly).
 
Writing private and confidential - adressee only is unlikely to be effective as the CEO will no doubt have given his secretaries responibility over mail of that kind.

Plus...its a pizza fgs. Take it back, get a refund or replacement and move on.
 
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@Lynton blimey, you're Tesco must be soft. Try that with our local Tesco and they'll just tell you to f*ck off! I think Tesco Redditch are trained specifically in anti customer service! :D

Re the OP, just take it back or bin it. Simples :)
 
agree with the above, I don't think tesco Customer service frequent this board so unless you go back to the store or call them they won't be able to resolve it. They are the options for resolving it or chuck it and make sure you double check it before leaving the store next time
 
viv1969 said:
Writing private and confidential - adressee only is unlikely to be effective as the CEO will no doubt have given his secretaries responibility over mail of that kind.

Plus...its a pizza fgs. Take it back, get a refund or replacement and move on.
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I know... I was joking, hence the smiley :) I think I did say it would be over the top or something like that.
 
whatever.. when Ian Butterworth was CEO of BT, he got an email one Sunday night after the phone line had died...(twins a few weeks old) surprisingly, had an email back from his blackberry within 30 mins, and a BT man here 8 am Monday to fix.

Generally there is a complaints team which handles 95% of customer issues, and then the CEO's office... which deals with the other 5%... I find going straight to Tier 2, more beneficial.
 
the packaging probably says something like , "if you are not completely satisfied please return the item in original packaging with receipt to xxx address for a full refund" - admittedly the royal mail dimensions rules would probably make posting a pizza more expensive than driving back to Tesco but them's the breaks
 
Lynton said:
whatever.. when Ian Butterworth was CEO of BT, he got an email one Sunday night after the phone line had died...(twins a few weeks old) surprisingly, had an email back from his blackberry within 30 mins, and a BT man here 8 am Monday to fix.

Generally there is a complaints team which handles 95% of customer issues, and then the CEO's office... which deals with the other 5%... I find going straight to Tier 2, more beneficial.
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If you think the CEO reads, or has time to read even if he wanted to, all the moronic complaints about pizza and the like that get sent to them you're crazy.

I'll tell you exactly how it works having worked in exactly this sort of role for three years: letters sent to the CEO get read by a team at the head office who pass on the tiny number of letters that are actually relevant to a CEO's role. The rest get sent on internally to the normal customer service office, where there is a team that reads them and replies, signing off on behalf of the CEO. The customer thinks they've got a reply from the CEO's office which flatters their sense of self-importance and they go away happy. In reality it was dealt with by exactly the same people who deal with all of the rest of the tedious complaints, but just signed off differently.
 
ghoti said:
If you think the CEO reads, or has time to read even if he wanted to, all the moronic complaints about pizza and the like that get sent to them you're crazy.

I'll tell you exactly how it works having worked in exactly this sort of role for three years: letters sent to the CEO get read by a team at the head office who pass on the tiny number of letters that are actually relevant to a CEO's role. The rest get sent on internally to the normal customer service office, where there is a team that reads them and replies, signing off on behalf of the CEO. The customer thinks they've got a reply from the CEO's office which flatters their sense of self-importance and they go away happy. In reality it was dealt with by exactly the same people who deal with all of the rest of the tedious complaints, but just signed off differently.
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nope - BT have a specialist team to deal with CEO complaints - you get a named contact with a specific email and a direct dial number who remains your point of contact through the resolution and ensures that it is done to your satisfaction very quickly (this is not how their customer service usually works , where resolution takes ages and everytime you call you wind up dealing with the press 1 press 2 then talking to a different call centre monkey each time)

also both Lynton and I are talking about emails sent to the CEOs named email address, courtesy of ceoemail.com , so while they may not always be seen by the CEO himself (although lyntons experience indicates that his was) the will be seen by his PA or whoever filters his email - which will not be the standard customer service morons
 
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I find complaining to Tesco a very dispiriting exercise, you'll probably be better off going in and having a conversation with the freezer cabinet.

I've tried them all HQ, CEOs office, web site, etc. etc. you just get fobbed off. Luckily Tescos are feeling the results of this policy in their profits and share price.

I see The Money Program is reporting some people having success (with other firms) via Twitter, but I don't use that.

You could try :
(but don't hold your breath)
as at : http://www.ceoemail.com/s.php?id=9138

Mr Philip Clarke Chief Executive

Email philip.clarke@uk.tesco.com
Telephone 01992 632222
Website http://www.tesco.com
Social Mediahttp://BANNED/favicon.ico

Postal Address New Tesco House, Delamare Road, Cheshunt, Herts, EN8 9SL, UK
 
I've still got the pizza, I'm going to return it when I get the time later. It is covered in Botrytis/gray mold by now. I'm just frustrated. I used to run a small company to make some extra money through ebay. Whenever a customer would complain, id do anything to keep them happy. And when items were sent back, i'd always pay postage as in theory it was mostly my fault for sending out a faulty item, even when I was completely unaware.

If you guys had a wedding/portrait session and then sent off a canvas that had a rip or a marking on it I doubt you'd tell the customer to return it at her/his cost for just a replacement. Surely you'd offer to collect it at your cost and maybe throw in a 20% discount of the initial price for the hassle and to keep them happy. But yes I fully understand there are many people that shop at tesco. they can afford to loose a customer or two! Besides have you guys been to Lidl?!

john-oh said:
I find complaining to Tesco a very dispiriting exercise, you'll probably be better off going in and having a conversation with the freezer cabinet.

I've tried them all HQ, CEOs office, web site, etc. etc. you just get fobbed off. Luckily Tescos are feeling the results of this policy in their profits and share price.

I see The Money Program is reporting some people having success (with other firms) via Twitter, but I don't use that.

You could try :
(but don't hold your breath)
as at : http://www.ceoemail.com/s.php?id=9138

Mr Philip Clarke Chief Executive

Email philip.clarke@uk.tesco.com
Telephone 01992 632222
Website http://www.tesco.com
Social Mediahttp://BANNED/favicon.ico

Postal Address New Tesco House, Delamare Road, Cheshunt, Herts, EN8 9SL, UK
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Thanks for that, I may as well give it a go!
 
Elliot, have you phoned them yet?

I know that you're frustrated, but it seems like you're ranting about their customer service when they're not even aware that there's an issue yet (unless I've missed something in the thread)

Either phone the local branch and explain the issue or take a photo of the offending pizza and send it with a letter to their central customer services. Chances are that they'll agree to a voucher, refund, free pizza or something straight away - no need for any fuss, from what you've said it's plain for anyone to see that there's an issue with the pizza . . . if you're not happy with the response, go up the chain and send an EMail to someone higher up. Tesco may well be big enough that they can afford to lose a customer, but they're also big enough that they can afford to give an extra pizza / pizzas away, and they really don't need all the negative publicity that goes with the first option.

p.s. Throw the manky, moldy thing in the bin. Seriously, you don't want that hanging about. Take a photo first with the sell by date in view and then chuck it.
 
big soft moose said:
nope - BT have a specialist team to deal with CEO complaints - you get a named contact with a specific email and a direct dial number who remains your point of contact through the resolution and ensures that it is done to your satisfaction very quickly (this is not how their customer service usually works , where resolution takes ages and everytime you call you wind up dealing with the press 1 press 2 then talking to a different call centre monkey each time)

also both Lynton and I are talking about emails sent to the CEOs named email address, courtesy of ceoemail.com , so while they may not always be seen by the CEO himself (although lyntons experience indicates that his was) the will be seen by his PA or whoever filters his email - which will not be the standard customer service morons
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OK... from my experience i know what works best for me. I couldn't care if the CEO read it or not, however from using ceoemail.com and emailing the CEO's office, results are generally, quicker and faster.
 
32 replies (some lenghty and referring to complaints to CEOs) about a mouldy bloody Pizza. :help:
Am I missing something here ? The sheer banality and tedium of this thread makes me want to go out in the garden and shoot myself. :naughty: :exit:


THIS IS TALK PHOTOGRAPHY NOT "LOOSE WOMEN" :mad:
 
Clearly there are times when things call foe a ramping up of action. But for heavens sake. ..it's a pizza. You're letting your chagrin over-inflate your sense of entitlement.

When it comes to the conclusion, what do you expect from Tesco?
 
Gazamonk said:
32 replies (some lenghty and referring to complaints to CEOs) about a mouldy bloody Pizza. :help:
Am I missing something here ? The sheer banality and tedium of this thread makes me want to go out in the garden and shoot myself. :naughty: :exit:


THIS IS TALK PHOTOGRAPHY NOT "LOOSE WOMEN" :mad:
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Don't read it then?
 
elliotedwards said:
I've still got the pizza, I'm going to return it when I get the time later. It is covered in Botrytis/gray mold by now. I'm just frustrated. I used to run a small company to make some extra money through ebay. Whenever a customer would complain, id do anything to keep them happy. And when items were sent back, i'd always pay postage as in theory it was mostly my fault for sending out a faulty item, even when I was completely unaware.

If you guys had a wedding/portrait session and then sent off a canvas that had a rip or a marking on it I doubt you'd tell the customer to return it at her/his cost for just a replacement. Surely you'd offer to collect it at your cost and maybe throw in a 20% discount of the initial price for the hassle and to keep them happy. But yes I fully understand there are many people that shop at tesco. they can afford to loose a customer or two! Besides have you guys been to Lidl?!



Thanks for that, I may as well give it a go!
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your complaining about what they are going to do for you when you don't actually know what they are going to do you. Its all good and well rant on here but its you that needs to sort it out Tesco wont come to you
 
viv1969 said:
Clearly there are times when things call foe a ramping up of action. But for heavens sake. ..it's a pizza. You're letting your chagrin over-inflate your sense of entitlement.

When it comes to the conclusion, what do you expect from Tesco?
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I think the OP expecting tesco to send a courier to come and collect the Pizza that they don't know is mouldy because the OP has done nothing about it. No doubt they also feel the need for compensation for the distress this has caused the OP and for all pizzas to be withdrawn pending a full inspection with samples sent to the lab in case its not really mould but the plague in disguise......................
 
Lynton said:
Amatures

First thing is ring the store, and speak to the store manager (insist on this) however it will only be a duty manager... They will offer a full refund, but hey, you're going to order a pizza now from local pizza shop, which is a cost that they can cover... get their name, because you are already typing an email to the CEO (google ceo email address) and make it clear you want their name to mention in the email....
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ghoti said:
Don't be an "irate" customer, it will just make them want to be obstinate. Don't go saying you'll write to the CEO about a pizza
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You don't know our Mr Lynton and the successes he has achieved over the years:D

I had cause to complain about Parcel force recently, and took a leaf out of his book,
Its now generally referred to around these parts as "doing a Lynton" (y)

You crack on Lynton power to your emails (y)
 
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