Tesco - poor response to a valid query

[Scandichic]

Just received a very positive response from tesco ;


Dear Mr Bonerp

Thank you for your patience whilst your complaint has been looked into further.

I can understand your frustrations at not being able to work out the carbohydrates in our sandwiches, especially as this is something you need to do as part of your dietary requirements for Diabetes.

As a company, we are extremely proud of our work with Diabetes UK and have extended our partnership with them, for a further 6 months. One of our ambitions is to help our colleagues and customers lead healthier lives and our partnership with Diabetes UK to raise awareness of the condition and promote healthy living is an important part of that effort. Diabetes UK have helped Tesco tremendously over the time of our partnership and we hope that once they leave us, we can continue to carry on their vital work on awareness.

I am pleased to be able to tell you, after talking your concerns through with our Convenience Foods Team, it is being arranged that the packs with the missing weights, will be reviewed and updated. My colleague, Hinal, has recognised the importance of this information and although at the time of designing the packs, it was decided that there was not a suitable space for the weight to be included, this will not be looked at again and the packs will be redesigned to allow for this extra piece of information.

I do hope that I have been able to offer my reassurance that customer feedback is very important to us and where we can, will make any necessary changes. On this occasion, I am glad to have been able to arrange the required changes and am sure that as a result of your time on this matter, other customers will also benefit greatly.

Thank you for bringing this matter to my attention.


Kind regards

Eleanor Hay
Customer Service Executive

Fab result! Power to the people!
That said, they have apologised and rectified the error which is fantastic. Thank you for listening to us Tesco!

 

[Hooked]

Just received a very positive response from tesco ;


Dear Mr Bonerp

Thank you for your patience whilst your complaint has been looked into further.

I can understand your frustrations at not being able to work out the carbohydrates in our sandwiches, especially as this is something you need to do as part of your dietary requirements for Diabetes.

As a company, we are extremely proud of our work with Diabetes UK and have extended our partnership with them, for a further 6 months. One of our ambitions is to help our colleagues and customers lead healthier lives and our partnership with Diabetes UK to raise awareness of the condition and promote healthy living is an important part of that effort. Diabetes UK have helped Tesco tremendously over the time of our partnership and we hope that once they leave us, we can continue to carry on their vital work on awareness.

I am pleased to be able to tell you, after talking your concerns through with our Convenience Foods Team, it is being arranged that the packs with the missing weights, will be reviewed and updated. My colleague, Hinal, has recognised the importance of this information and although at the time of designing the packs, it was decided that there was not a suitable space for the weight to be included, this will not be looked at again and the packs will be redesigned to allow for this extra piece of information.

I do hope that I have been able to offer my reassurance that customer feedback is very important to us and where we can, will make any necessary changes. On this occasion, I am glad to have been able to arrange the required changes and am sure that as a result of your time on this matter, other customers will also benefit greatly.

Thank you for bringing this matter to my attention.


Kind regards

Eleanor Hay
Customer Service Executive

Yay! Great result. Good for you for pointing it out to them, many of us would grumble and never say to them. And good on Tescos for making the changes!

 

[lilyfleur]

Well done, it's good to know that if you persist you can change things and pleased to see Tesco's can resolve such customer service issues after all


Type One Diabetes since 2001, Coeliac Disease since 2003 ish, IBS, and on and off depression and diabulimia.

Current HbA1c 11.7%