My complaint:
I have 3 clubcard vouchers which I have not been able to use due to persistent error messages. I contacted their customer services department yesterday to see if this matter could be resolved. They are insistent that these vouchers have been used and will not honour them. They have agreed to put one of the vouchers back onto my account (the smallest in value). I have been unable to use these vouchers despite numerous attempts. I was told that the vouchers had been used when using the online service. I am adamant that I have not been able to use the vouchers otherwise what was the point of me contacting the customer service team.
I explained that I was not happy with their service and wished for the details of their complaints department, they said that was them. I then asked for the details of an independent body who could help resolve my issue and was told that there was not one and that they were not going to take the matter further.
Whilst I appreciate the claim for the full remuneration is small I feel it is now a matter of principle that the vouchers should be honoured.
Suggested solution:
I expect an apology and better customer care training to be provided especially to the manager, Marc Bowick. Who's tone in his communication was unacceptable and unprofessional. Every organisation has an independent body who can deal with unresolved issues so I find it hard to believe that Tesco is an exception.
I also expect the full amount of the vouchers to be reimbursed an addition goodwill payment.
