Tesco Ireland wine offer
Tuesday, 16 December 2008 12:02

This complaint was sent to Tesco Ireland Limited
as an attachment to an email on 15 September 2008

tesco wine carrier wording

Tesco Ireland Limited
Dear Sir or Madam:,

Labelling of your wine offer

I am writing to suggest a change to the wording of your wine discount. Namely the 5% off that is mentioned on your wine carriers and shelf labels.
On Saturday, 13 September 2008 I was purchasing wine at Wilton branch here in Cork. On this occasion I only wanted to purchase 9 bottles. I was not entirely sure that the 5% discount applied to multiples of 6 bottles or as it says on the wine carrier ‘. . . any 6 bottles or more . . .'.
I asked the checkout operator and she was adamant that the discount applied to only multiples of 6 bottles. I pointed out the wording on the wine carrier - you will find the actual item enclosed with this letter. She shrugged he shoulders and said it was multiples of 6. I duly went and got another 3 bottles of wine to make up the selection. I really didn't want another 3 bottles now, I would have preferred to purchase more on a future date and keep the 35 euros.
I think you should change the wording on both your wine carriers and shelf labels immediately, so that it reads ‘5% off . . . when you pick & mix any 6 bottles of wine or multiples of 6 bottles.' that will eliminate any confusion that I and other customers are experiencing.
I will be interested to hear your comments on this issue.

Yours faithfully,

No response has yet been received; a follow-up letter was sent by post on 16 December 2008 asking Tesco to respond.

Tesco Ireland Limited,
Dear Sir or Madam:,

Follow up of my letter of 15 September 2008

I emailed a complaint to you on 15 September 2008, this was sent to customer.services@tesco.ie and contained an attachment.
So far I have not received any response, in view of that I am attaching a printed copy of the letter and trust that you will respond on this occasion.

Yours faithfully,

Tesco Ireland responded by email on 14 January 2009 . . .
Dear [ . * . ],

Thank you for taking the time to contact us. Allow me to apologise sincerely for the delay in responding to you - due to an error, it was thought that your query had already been processed.

As stated on the shelf displays and wine carriers, this offer does indeed apply to any six bottles or more bought. So on the day in question, you would have received the full 5% discount on all nine bottles of wine purchased.
I have forwarded a copy of you email to the store manager in our Wilton branch, so that he can retrain his staff on this issue.

[ . * .]

Thank you for bringing this matter to our attention & once again please accept my apologies for the delay in responding to you.

Kind Regards
[ . * . ]
Customer Service Executive
* other information and names are available on application.

Conclusion: Tesco have someone who cares about customer service. An entirely satisfactory response that restores the customer's confidence in Tesco.

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