Stikkord: E-post

Ref 13546692

Dear Mr Ribsskog,

Many thanks for your further emails regarding the Tesco County Road Metro store.

I am sorry you feel Elizabeth has not addressed your issues in full in her email of 20th August. Please be assured, Elizabeth has taken all necessary steps to ensure the points you have raised in your emails have been passed to Colin Richardson, the Manager at the store. If you would like to discuss any of the issues, Colin will be happy to meet with you when you are next in the store.

On checking your previous correspondence, I can see my colleague Yvonne Edmonds, sent you a £10 Tesco Moneycard to
Flat 3, 5
Leather Lane, Liverpool.L2 2AE. This was sent on 12th May 2011.

As a company committed to delivering the very best in terms
of customer service it is very disappointing when any of our customers are
unhappy with us and I do hope you will accept my apologies for any
inconvenience or upset that these matters may have caused.

Unfortunately, there is nothing more we can add to what has already been said, and I do not feel that continuing this correspondence will bring any further benefit to either of us. Therefore we will not be entering into any further contact with regards to these issues.

Many thanks once again for contacting the Chief Executive's Office.

Kind regards,

Shaun Wheeldon
Executive Response Team Leader

……………… Original Message ………………

To: ceo.customerservice@tesco.co.uk
From: eribsskog@gmail.com

Received: 20/08/2012

Subject: Re: Email to Chief Executive's Office

Hi,

I'm not happy with your reply about the bike-boys.

Because the security-guard didn't even try to get the bike boys to move,

even if he was standing just a couple of meters away from the
enterance-door, which the bike-boys blocked.

It was like he didn't care, I think.

Also, like I wrote in my earlier e-mail I think it's very unpractical,

(bordering idiocracy), to have two types of baskets, which don't mix.

This is so dum, I think, that I want to escalate this please.

These baskets doesn't cost much.

And you haven't replied about the dirt and grease in the baskets eighter.

Rotten fruit etc., have been laying in the baskets, and made a kind of oil,
that is tacky and sticky at the bottom of many of the baskets.

This is unhygenic, I think.

Please escalate to your line-manager.

Erik Ribsskog

On Mon, Aug 20, 2012 at 4:14 PM, <ceo.customerservice@tesco.co.uk> wrote:

> **
> Ref 13546692
>

> Dear Mr Ribsskog,
>
> Thank you for your email addressed to the Chief Executive’s Office, to
> which I have been asked to reply.
> I was very sorry to learn of the problems you encountered when trying to

> enter the Tesco Metro store in County Road, Liverpool recently. I can
> appreciate how intimidating this must have been.
>
> Unfortunately, our security staff are on duty to protect the staff and

> stock in the store, and while we do watch the boys when they come in to the
> car park, it is very hard for the security staff and Managers to move them
> on. I have spoken to the new store Manager, Colin Richardson and he is

> aware of the problem. The police are also aware of the youths congregating
> at the store, and hopefully any disruptions are kept to a minimum.
>
> I have also spoken to Colin with regards to the baskets, and while some of

> the baskets were inherited with the store, they are all in good condition
> and maintained on a daily basis. Colin has asked me to pass on his
> apologies for any inconvenience caused with regards to the different size

> of baskets and he will speak with the Checkout Manager to see that they are
> regularly tidied up.
>
> Unfortunately, there are no plans at present to have the store extended,
> however I have passed your comments on to the store Director for future

> reference.
>
> Many thanks for bringing these issues to the attention of the Chief
> Executive's Office, and allowing us the opportunity to address these with
> the store.
>
> Kind regards,

>
> Elizabeth Johnston
> Customer Service Executive
>
> [image: Tesco Logo]
>
> ……………… Original Message ………………
>
> To: ceo.customerservice@tesco.co.uk

> From: eribsskog@gmail.com
> Received: 19/08/2012
>
>
> Subject: Complaint
>
> Hi,
>
> I've earlier complained about your shops in Liverpool City Centre,

> Sunderland and Fairfield, and I've now moved back to Walton, and the
> Summerfield-shop has become a Tesco Metro.
>
> I don't really like your custommer-support who doesn't let me escalate,

> etc., so I have waited very long, before I've sent a complaint, but now I
> think I have to complain anyway.
>
> Today, (18/8), at around 9 PM, I went to Tesco Walton.
>
> Five or six boys on bikes obstructed my way, when I went in to the shop.

>
> The security-guard just stood there, a few meters away, and he didn't tell
> the boys-crowd to make passage for the custommers.
>
> So I had to kick some cartoon laying on the ground, to make a noise, to try

> to make the boys move their bikes.
>
> Why does the security-guard get his pay?
>
> To just stand there looking at boys-crowds obstructing the custommers, like
> an idiot?
>
> There was even a boy looking at me through the window when I picked up a

> basket there.
>
> Tesco was invaded by bike-boys, and the security-guard just stood there
> like an idiot, and didn't try to break up the congestion.
>
> Also, this shop has two types of baskets.

>
> Half of the baskets are Sommerfield-baskets, and half of them are
> Tesco-baskets.
>
> So there's always a caos, in the check-out, since these baskets don't mix.
>
> So always untidy basket-piles at the check-out.

>
> I've worked as a Shop Manager, and know these baskets aren't that
> expensive.
>
> In the chain I worked in, a company came once a year or so, to wash
> baskets.
>
> Something unheard of in Tesco, I think, because some of these baskets are

> really dirty and greasy etc.
>
> Also, the ailes in this Tesco are to long and to narrow.
>
> It's always a congestion everywhere.
>
> I wish this shop could have been more like the Sainsbury's-shop, in Rice

> Lane.
>
> It's really a much better shop in almost every way.
>
> Except for that the prices are a bit lower at Tesco for nudles, etc.
>
> Also, no self-service check-outs, in this shop, which other Tesco Metro

> has.
>
> It's fine with a Tesco Metro, but here you have put a Tesco Metro into an
> ordinary Sommerfields-shop, I think, and it doesn't really fit in.
>
> So custommers get stressed shopping in this shop, I think.

>
> How about making it bigger?
>
> Erik Ribsskog
> ——————————
> This is a confidential email. Tesco may monitor and record all emails. The
> views expressed in this email are those of the sender and not Tesco.

>
> Tesco Stores Limited
> Company Number: 519500
> Registered in England
> Registered Office: Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8
> 9SL
> VAT Registration Number: GB 220 4302 31

>

Ref 13546692

Dear Mr Ribsskog,

Thank you for your email addressed to the Chief Executive’s Office, to which I have been asked to reply.

I was very sorry to learn of the problems you encountered when trying to enter the Tesco Metro store in County Road, Liverpool recently. I can appreciate how intimidating this must have been.

Unfortunately, our security staff are on duty to protect the staff and stock in the store, and while we do watch the boys when they come in to the car park, it is very hard for the security staff and Managers to move them on. I have spoken to the new store
Manager, Colin Richardson and he is aware of the problem. The police are also aware of the youths congregating at the store, and hopefully any disruptions are kept to a minimum.

I have also spoken to Colin with regards to the baskets, and while some of the baskets were inherited with the store, they are all in good condition and maintained on a daily basis. Colin has asked me to pass on his apologies for any inconvenience caused with
regards to the different size of baskets and he will speak with the Checkout Manager to see that they are regularly tidied up.

Unfortunately, there are no plans at present to have the store extended, however I have passed your comments on to the store Director for future reference.

Many thanks for bringing these issues to the attention of the Chief Executive's Office, and allowing us the opportunity to address these with the store.

Kind regards,

Elizabeth Johnston

Customer Service Executive

……………… Original Message ………………

To: ceo.customerservice@tesco.co.uk

From: eribsskog@gmail.com

Received: 19/08/2012

Subject: Complaint

Hi,

I've earlier complained about your shops in Liverpool City Centre,

Sunderland and Fairfield, and I've now moved back to Walton, and the

Summerfield-shop has become a Tesco Metro.

I don't really like your custommer-support who doesn't let me escalate,

etc., so I have waited very long, before I've sent a complaint, but now I

think I have to complain anyway.

Today, (18/8), at around 9 PM, I went to Tesco Walton.

Five or six boys on bikes obstructed my way, when I went in to the shop.

The security-guard just stood there, a few meters away, and he didn't tell

the boys-crowd to make passage for the custommers.

So I had to kick some cartoon laying on the ground, to make a noise, to try

to make the boys move their bikes.

Why does the security-guard get his pay?

To just stand there looking at boys-crowds obstructing the custommers, like

an idiot?

There was even a boy looking at me through the window when I picked up a

basket there.

Tesco was invaded by bike-boys, and the security-guard just stood there

like an idiot, and didn't try to break up the congestion.

Also, this shop has two types of baskets.

Half of the baskets are Sommerfield-baskets, and half of them are

Tesco-baskets.

So there's always a caos, in the check-out, since these baskets don't mix.

So always untidy basket-piles at the check-out.

I've worked as a Shop Manager, and know these baskets aren't that expensive.

In the chain I worked in, a company came once a year or so, to wash baskets.

Something unheard of in Tesco, I think, because some of these baskets are

really dirty and greasy etc.

Also, the ailes in this Tesco are to long and to narrow.

It's always a congestion everywhere.

I wish this shop could have been more like the Sainsbury's-shop, in Rice

Lane.

It's really a much better shop in almost every way.

Except for that the prices are a bit lower at Tesco for nudles, etc.

Also, no self-service check-outs, in this shop, which other Tesco Metro has.

It's fine with a Tesco Metro, but here you have put a Tesco Metro into an

ordinary Sommerfields-shop, I think, and it doesn't really fit in.

So custommers get stressed shopping in this shop, I think.

How about making it bigger?

Erik Ribsskog

---

This is a confidential email. Tesco may monitor and record all emails. The views expressed in this email are those of the sender and not Tesco.

Tesco Stores Limited

Company Number: 519500

Registered in England

Registered Office: Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8 9SL

VAT Registration Number: GB 220 4302 31