Dear Mr Ribsskog
Further to my previous email, I am very sorry that you have experienced problems with the availability of carrier bags in some of our stores and I can appreciate how inconvenient this must be for you.
I have discussed the details of your complaint with the Store Managers in our Liverpool stores. Although there is not a company wide problem with the availability of carrier bags, I have asked that the necessary action is taken to make sure that this situation does not happen again.
Our approach to carrier bags is based on our commitment to help customers halve their carbon footprint by 2020.
As a company, we are committed to reducing single-use carrier bags as part of our wider strategy to play our part in combating climate change. We believe that climate change will only be tackled successfully if people become enthusiastic champions for a lower-carbon lifestyle.
Our customers tell us that they would like to use fewer bags, but also that they want bags to be available when they forget to bring their own. Rather than restricting the use of carrier bags completely, we want to make it easy for customers to re-use their own bags so that it becomes a core part of their shopping trip.
We offer a range of affordable reusable bags in all our stores, and instead of displaying carrier bags at checkouts, our staff ask customers if they will be reusing bags and offer them single-use bags if not. We also offer green Clubcard points to customers who re-use bags in store. A Tesco customer now uses about 60% fewer carrier bags than in August 2006, when we first introduced green Clubcard points. In terms of recycling, at the end of their life Tesco carrier bags can be recycled at most Tesco stores and through Tesco.com delivery drivers.
I do appreciate you taking the time to bring this matter to our attention as this will give us the opportunity to put things right.
Kind Regards
Yvonne Edmonds
Customer Service Executive
—– Original Message —–
From: "Erik Ribsskog" <eribsskog@gmail.com>
Date: 08 April 2011
Subject: Re: Tesco
Hi,
thank you for your e-mail!
It was also the same problem at Tesco, Liverpool One yesterday and today.
Yesterday, you only had small carriers, so I asked the Tesco-woman there, if
the carriers where for tooth-paste.
And she said they were for sandwiches.
But how can people carry 2 liter bottles of water/cola etc., in
sandwich-carriers?
And today, there were almost no carriers in the automated check-outs.
I lived in London a couple of weeks, at the beginning of 2005, and in
Kensington, they had a Sainsburys with self-service check-outs, already in
2005.
And they were never out of carriers.
I shoped there a lot of times.
I also have a complaint against W.H. Smith/the Post Office, in Liverpool
One, where I wonder if they are infected with devil-worshipers/al quaida.
Is this with few carriers a muslim tradition?
Once in a muslim Off Licence in Sunderland, (near the Forge where I lived, I
studied at the University of Sunderland), they were also out of carriers.
Is the Tesco Liverpool One a muslim/Al Quaida-shop, I'm wondering?
Is this why they're always low on carriers?
I've seen the muslims praying and protesting outside of this shop, against
Kadaffi, etc.
Aren't Tesco shops supposed to be Tesco-shops, even if they are in a muslim,
catholic or whatever area.
Shouldn't one expect to get the same level of service in any Tesco-shop?
Just something I thought about here.
Best regards,
Erik Ribsskog
On Fri, Apr 8, 2011 at 2:58 PM, Executive Response <
ceo.customerservice@tesco.co.uk> wrote:
> Dear Mr Ribsskog
>
> Thank you for your email, which has been forwarded to our Chief Executive's
> office. Please accept my apologies for the delay in replying to you.
>
> I am currently looking into the details of your complaint and will contact
> you again shortly.
>
> Kind Regards
>
> Yvonne Edmonds
> Customer Service Executive
>
>
>
>
> —– Original Message —–
> From: "Erik Ribsskog" <eribsskog@gmail.com>
> Date: 06 April 2011
> Subject: Re: Fwd: Complaint about 'shortage' on carriers/Fwd: TES7757419X
> Re: Re: Complaint about you Tesco-shops at Clayton Sq. and Liverpool One, in
> Liverpool
>
> Hi,
>
> thank you for your e-mail.
>
> It's the first time I've heard of a food-shop-chain not being able to get
> hold of enough carrier bags.
>
> I don't buy this.
>
> There are thousands of suppliers of carrier-bags, in the world.
>
> You must be lying I think.
>
> I'd like this complaint to be escalated again, to the Tesco Managing
> Director.
>
> Erik Ribsskog
>
>
> On Wed, Apr 6, 2011 at 7:19 PM, Tesco Customer Service <
> customer.service@tesco.co.uk> wrote:
>
> > Dear Erik
> >
> > Thank you for your reply.
> >
> > Please allow me to introduce myself. My name is Richard Kemp and I am a
> > Team Leader at Tesco Customer Services. I have been asked to email you
> as
> > you have requested your email to be escalated to a Manager.
> >
> > Firstly, please allow me to apologise for any disappointment and
> > inconvenience caused to you in regards the lack of availability of our
> > Carrier Bags. I can appreciate your concerns and I apologise for this.
> >
> > In regards the lack of Carrier Bags in our Stores, We are aware that
> there
> > are not enough Carrier Bags for our customers and that Stores are
> frequently
> > running low on them, however, we are taking the necessary precautions so
> > that we can prevent this happening again. Our Suppliers are aware and
> they
> > are doing all they can to send more to us.
> >
> > With this in mind, we do encourage our Customers to bring in their own
> > Carrier Bags so that they can gain extra Clubcard points as an incentive
> to
> > reduce the amount used and recycle to be greener in the environment.
> >
> > I hope you can appreciate our position on this matter and that I have
> > explained this for you.
> >
> > In addition, I was concerned to hear of the problems that you are having
> > with your Prawn Curries and them beeping at the Self Service Checkouts.
> > Before I can comment on this, I ask that you expand on this and advise
> me
> > what exactly you mean as I do not want to give you an answer that is not
> > relevant.
> >
> > Once more, I would like to thank you for taking the time to contact me
> and
> > I am sorry to hear that you feel you are being harassed in our Stores
> with
> > regards to your complaint. Please let me assure you this is not our
> > intention and I hope that we can continue to look forward to you loyal
> > custom at Tesco.
> >
> > Kind Regards
> >
> >
> > Richard Kemp
> > Team Leader
> > Tesco Customer Service
> >
> > —– Original Message —–
> > From: "Erik Ribsskog" <eribsskog@gmail.com>
> > Date: 06 April 2011
> > Subject: Fwd: Complaint about 'shortage' on carriers/Fwd: TES7757419X Re:
> > Re: Complaint about you Tesco-shops at Clayton Sq. and Liverpool One, in
> > Liverpool
> >
> > Hi,
> >
> > also, you make the prawn curry beep, in the un-manned check-out.
> >
> > (The £1 Frozen Tesco Prawn Curry).
> >
> > Is this because I buy the frozen curries, sometimes on week-days, and
> have
> > complained on the shortage in carriers?
> >
> > You sometimes only have a few carriers, in the un-manned check-outs.
> >
> > Why is this?
> >
> > Why don't you do it properly, when you stock carriers?
> >
> > It's like you keep it at only a few carriers.
> >
> > I wonder is this some kind of harassment of me/the customers.
> >
> > I've worked as a food shop manager myself, and think this is peculiar.
> >
> > Just as a new complaint, in this complaint-case, I think I have to call
> it.
> >
> > Regards,
> >
> > Erik Ribsskog
> >
> >
> > ———- Forwarded message ———-
> > From: Erik Ribsskog <eribsskog@gmail.com>
> > Date: Fri, Apr 1, 2011 at 5:50 PM
> > Subject: Re: Complaint about 'shortage' on carriers/Fwd: TES7757419X Re:
> > Re:
> > Complaint about you Tesco-shops at Clayton Sq. and Liverpool One, in
> > Liverpool
> > To: Tesco Customer Service <customer.service@tesco.co.uk>
> >
> >
> > Hi,
> >
> > but the shop I mentioned, is sometimes out of regular carrier-bags.
> >
> > So one have to use the smallest carrier-bags, or buy some bags without
> your
> > logo on.
> >
> > Shouldn't you have any goods in stock, including regular carrier-bags?
> >
> > It seems to me that you avoid this issue.
> >
> > Do you police that customers don't pollute to much, in the check-out?
> >
> > By refusing to let them have enough carriers?
> >
> > Are you the pollution-police?
> >
> > I don't think people should be harrased in the shops.
> >
> > You could use your Clubcard-leaflets, or something, to inform people
> about
> > the environment, etc.
> >
> > But it should be in the way, that one almost have to start fighting with
> > Tesco-staff, or look all around the shop, to find carriers.
> >
> > I've worked as a food shop manager, for ten years, and have bought my own
> > groceries, since the 80's.
> >
> > And this shortage of carriers, I've only seen once before.
> >
> > And that was in an immigrant-shop in Sunderland, which had ran out of
> > carriers, right before Christmas 2004.
> >
> > I can't see that you appologise here, for running out of carriers.
> >
> > This I think is a bit strange, since I've worked with custommer-support
> for
> > many years and gone to business Upper Secondary-school and University
> > College.
> >
> > So maybe you could let your line-manager have a look at my complaint for
> a
> > second opinion, I'm wondering.
> >
> > Thanks in advance for any help!
> >
> > Regards,
> >
> > Erik Ribsskog
> >
> >
> > On Fri, Apr 1, 2011 at 5:36 PM, Tesco Customer Service <
> > customer.service@tesco.co.uk> wrote:
> >
> > > Dear Erik
> > >
> > > Thank you for your email.
> > >
> > > We adjust the specification of our bags from time to time, to strike
> that
> > > difficult balance between their environmental impact and ensuring the
> > bags
> > > are strong enough for customers to use with confidence.
> > >
> > > We started to issue new carrier bags to our stores in February 2011.Our
> > old
> > > bags were too thin, which meant that customers were using more of them,
> > for
> > > example by not filling bags fully or by double bagging. Customers also
> > told
> > > us they couldn’t reuse the weaker bags at home, and there were a small
> > > number of occasions when bags split when they were full of shopping.
> > >
> > > Our new bags no longer have the biodegradable additive in them, which
> > made
> > > them weaker. Removing this additive will help make our bags stronger
> > > addressing recent customer concerns and helping re-use and recycling.
> > >
> > > We have taken the step to remove the biodegradable additive because –
> > > having reviewed the science – we believe that we can help to reduce
> > > single-use carrier bags more effectively through encouraging re-use and
> > > recycling. We offer a range of affordable reusable bags in all our
> > stores,
> > > and instead of displaying carrier bags at checkouts, our staff ask
> > customers
> > > if they will be reusing bags and offer them single-use bags if not.
> > >
> > > We also offer green Clubcard points to customers who re-use bags in
> > store.
> > > A Tesco customer now uses more than 50% fewer carrier bags than in
> August
> > > 2006, when we first introduced green Clubcard points. In terms of
> > recycling,
> > > at the end of their life Tesco carrier bags can be recycled at most
> Tesco
> > > stores and through Tesco.com delivery drivers.
> > >
> > > If you have any further queries please do not hesitate to contact me at
> > > customer.service@tesco.co.uk quoting TES9353027X.
> > >
> > > Kind Regards
> > >
> > >
> > > Matthew Maycock
> > > Customer Service Manager
> > > Tesco Customer Service
> > >
> > > —– Original Message —–
> > > From: "Erik Ribsskog" <eribsskog@gmail.com>
> > > Date: 12 March 2011
> > > Subject: Complaint about 'shortage' on carriers/Fwd: TES7757419X Re:
> Re:
> > > Complaint about you Tesco-shops at Clayton Sq. and Liverpool One, in
> > > Liverpool
> > >
> > > Hi,
> > >
> > > I shop in the Tesco-shop in Liverpool One, (the Super shop), since it's
> > the
> > > shop with most 'order-lines', in Liverpool City Centre, and you have
> low
> > > prices, on your 'value'-line.
> > >
> > > (I'm unemployed you see).
> > >
> > > There is a problem, with that almost every time I go to that shop,
> (this
> > > was
> > > also a problem on Thursday, and also in 2010, like one can see in my
> > > forwarded e-mail).
> > >
> > > Why are you also out of carrier-bags?
> > >
> > > I also shop at Aldi, Lidl and Home Bargains, and they are never out of
> > > carrier-bags.
> > >
> > > I've also been a shop-manager in the Rimi-chain, in Norway, from 1998
> to
> > > 2002, and if we had forgotten to order carriers, then we drove and
> > > collected
> > > them at another Rimi-shop.
> > >
> > > This is a re-occouring problem at this Tesco-shop.
> > >
> > > How can there be a shortage in carrier-bags?
> > >
> > > I've also worked in packaging, on behalf of Packaging Europe, in
> Norwich,
> > > and I know that there are thousands of suppliers of carrier-bags, in
> > > Europe.
> > >
> > > This must be a manager-problem at Tesco Hanover St., (the Super shop),
> I
> > > think.
> > >
> > > There's nothing super about a shop which haven't got carriers.
> > >
> > > So you should maybe call it 'almost Super Shop'.
> > >
> > > Something like that.
> > >
> > > And please don't ask me to call you again about this.
> > >
> > > If you can't write it in an e-mail, it's because you have something to
> > > hide,
> > > it seems to me.
> > >
> > > This is very poor customer-service by Tesco!
> > >
> > > Regards,
> > >
> > > Erik Ribsskog
> > >
> > >
> > > ———- Forwarded message ———-
> > > From: Tesco Customer Service <customer.service@tesco.co.uk>
> > > Date: Tue, Jul 6, 2010 at 3:55 PM
> > > Subject: TES7757419X Re: Re: Complaint about you Tesco-shops at Clayton
> > Sq.
> > > and Liverpool One, in Liverpool
> > > To: eribsskog@gmail.com
> > >
> > >
> > > Hi Erik
> > >
> > > Firstly, I'd like to apologise for the delay in getting back to you.
> > > Please
> > > let me assure you that we always try to respond to our customers'
> queries
> > > in
> > > a timely manner and I'm sorry that due to high volumes of contact, this
> > has
> > > not happened on this occasion.
> > >
> > > Having read your email thoroughly I think this would be best resolved
> if
> > we
> > > could talk this through. So, if you can email me back your telephone
> > > number
> > > with a convenient time to call then I will contact you. If you would
> > > prefer, I can be contacted on 01382 822528.
> > >
> > > If you have any further queries please do not hesitate to contact us at
> > > customer.service@tesco.co.uk quoting TES7757419X.
> > >
> > > Kind Regards
> > >
> > >
> > > Keir Duncan
> > > Team Leader
> > > Tesco Customer Service
> > >
> > >
> > >
> > > —– Original Message —–
> > > From: "Erik Ribsskog" <eribsskog@gmail.com>
> > > Date: 24 June 2010
> > > Subject: Re: Complaint about you Tesco-shops at Clayton Sq. and
> Liverpool
> > > One, in Liverpool
> > >
> > > Hi,
> > >
> > > this isn't about the carrier-bags, this is about the harrassment.
> > >
> > > I also mentioned which shops it was in the subject-line.
> > >
> > > I've been working as a shop-manager in Norway, and I know that only old
> > > women brings old bags to the shop.
> > >
> > > I would sometimes sit in the check-out, and I asked everyone, 'do you
> > want
> > > a
> > > carrier'.
> > >
> > > And sometimes men would reply, 'Of course I want a carrier, do you
> think
> > > I'm
> > > an old woman ("gammel kjærring" in Norwegian)'.
> > >
> > > I don't think you take my complaint seriously.
> > >
> > > And your spelling isn't even right.
> > >
> > > Could you please escalate this complaint, as I've overheard that I'm
> > being
> > > used as a 'target guy', I think this could be some mobster-activity.
> > >
> > > I've also had more or less similar complaints against Tesco from
> before,
> > > which you neighter took serious.
> > >
> > > So I'm going to put a lawyer on you if you don't take this serious now,
> > if
> > > I
> > > get the oppertunity later.
> > >
> > > My patience with you is ran out, unfortunately.
> > >
> > > Bag for life, and poppy-bags, this isn't what I contact you about, it's
> > the
> > > harassment.
> > >
> > > Is this so difficult for you to understand?
> > >
> > > Bags for life and poppy-bags are fine.
> > >
> > > But only as long as you also have the regular bags.
> > >
> > > But you have made this into a discussion about bags, when it really is
> > > about
> > > harrassment, so you just make me more annoyed really.
> > >
> > > Is 'customer-support' something that your company don't know what
> means?
> > >
> > > Erik Ribsskog
> > >
> > >
> > > On Thu, Jun 24, 2010 at 1:45 PM, Tesco Customer Service <
> > > customer.service@tesco.co.uk> wrote:
> > >
> > > > Dear Erik
> > > >
> > > > I'm sorry to hear that you have been having problems obtaining
> carrier
> > > bags
> > > > recently when you visit our Stores in Liverpool recently. I can
> > > understand
> > > > how frustrating this must be for you.
> > > >
> > > > I have been unable to contact anyone as you have not said which
> stores
> > > you
> > > > shop in. However, if you let me know I wold be more than happy to
> > contact
> > > > the stores concerned.
> > > >
> > > > However, If I might suggest that perhaps you may be able to purchase
> a
> > > Bag
> > > > for Life when you visit one of our Stores. They start at 45pence and
> go
> > > up
> > > > to over a £1.
> > > >
> > > > You would get Clubcard points for buying the bag, and an extra point
> in
> > > > store every time that you used the bag. It would actually pay for
> > itself
> > > in
> > > > no time at all.
> > > >
> > > > These bags are heavy duty and have special slots for bottles to stand
> > up
> > > in
> > > > at the side so you can balance your shop.
> > > >
> > > > Once again, I'd like to apologise for any inconvenience this may have
> > > > caused you.
> > > >
> > > > If you have any further queries please do not hesitate to contact me
> at
> > > > customer.service@tesco.co.uk quoting TES7755298X.
> > > >
> > > > Kind Regards
> > > >
> > > >
> > > > Frances Brierley
> > > > Customer Service Manager
> > > > Tesco Customer Service
> > > >
> > > > —– Original Message —–
> > > > From: "Erik Ribsskog" <eribsskog@gmail.com>
> > > > Date: 24 June 2010
> > > > Subject: Complaint about you Tesco-shops at Clayton Sq. and Liverpool
> > > One,
> > > > in Liverpool
> > > >
> > > > Hi,
> > > >
> > > > lately, your shops in Liverpool, (the two shops mentioned above),
> have
> > > > stopped ordering enough carrier-bags.
> > > >
> > > > So I have to buy the poppy-bags, if I can find them.
> > > >
> > > > But, your representative, at Liverpool One, the other day, was
> > harrassing
> > > > the customers.
> > > >
> > > > She told me to put more food in the carriers, than I had done.
> > > >
> > > > I think you staff go to close.
> > > >
> > > > I'm from Norway, and when I studied in Sunderland, my flat-mates and
> > > fellow
> > > > exchange-students, from around Europe, told me I shouldn't drink the
> > > > tap-water here.
> > > >
> > > > So I buy like 4 liters perhaps, (around 8 pints), of tap-water, in
> the
> > > > shop,
> > > > or carbonated water, or 'pop', if I can afford it, since I'm
> > unemployed,
> > > > and
> > > > sometimes even lager.
> > > >
> > > > So Tesco can't expect me to carry like five kilos, in one
> carrier-bag,
> > > > because they are very thin.
> > > >
> > > > I remember once, when I was a child, and lived in Mellomhagen, in
> > Norway,
> > > > and my mother sent me to the Co-op shop, (Samvirkelaget), to buy
> > several
> > > > liters of milk etc.
> > > >
> > > > And then the carrier-bag, tore apart, from the weight of the milk,
> when
> > I
> > > > was half-way home.
> > > >
> > > > I was maybe six years old.
> > > >
> > > > What are one supposed to do then.
> > > >
> > > > One can put all of this in ones pocket.
> > > >
> > > > One have to stand there and look stupid.
> > > >
> > > > Like I had to, untill my mother came to find me, maybe 15 minutes
> > later.
> > > >
> > > > The woman who I met who lived close to where this happened, didn't
> want
> > > to
> > > > give me a carrier.
> > > >
> > > > So I don't think you can expect people to not use enough carriers, to
> > get
> > > > ones shopping home, with the carriers in one piece.
> > > >
> > > > This is harassment and patronising, that your representatives do.
> > > >
> > > > This I wanted do complain about.
> > > >
> > > > This seems like something they would do in the Soviet-union.
> > > >
> > > > I used to be a shop-manager in Norway, (in Rimi), and if we ran out
> of
> > > > carrier-bags, I would drive to a another Rimi-shop, and borrow
> > > carrier-bags
> > > > from them, untill we got more ourselves.
> > > >
> > > > This has happened to me three times, in the last week or two, in
> > > Liverpool.
> > > >
> > > > And if I complain, then I'm being harrassed by inpolite shop-workers,
> > who
> > > > tell me to put more food, in each bag.
> > > >
> > > > Next time, I'll ask them to go home with me then, and pick up
> > everything
> > > > that falls out, when the bags tear from the weight of to much food in
> > > them.
> > > >
> > > > And don't give me line that I got from the same shop-woman, about
> that
> > I
> > > > should save the enviroment.
> > > >
> > > > That's also to patronise your customers.
> > > >
> > > > I go to the shop to get food, not to be preached at.
> > > >
> > > > Is Tesco a food-shop or a radical environmental-organisation at war?
> > > >
> > > > Please explain this to me.
> > > >
> > > > And please get your shops to order enough carrier-bags.
> > > >
> > > > This is annoying, that you haven't got enough of them, and I think
> I'm
> > > > going
> > > > to shop a lot at Aldi, when that shop starts now this automn, in
> > > Liverpool
> > > > City Center, because this never happened, when I lived in Sunderland,
> > and
> > > > shopped at Aldi there.
> > > >
> > > > Regards,
> > > >
> > > > Erik Ribsskog
> > > >
> > >
> >
>
>
